Real Flame T9620NG Le manuel du propriétaire

T9620 NG

Baltic Square Fire Table Owner’s Manual

!

Warning:

For outdoor use only

DO NOT use for cooking

DO NOT use under any

overhead enclosure

!

Warning:

If the information in this manual is not

followed exactly, a ﬁre or explosion

may result causing property damage,

personal injury or loss of life.

Installation and service must be

performed by a qualiﬁed installer,

service agency or gas supplier.

Improper installation, adjustment,

alteration, service or maintenance can

cause injury or property damage.

Read the installation, operation

and maintenance instructions

thoroughly before installing or

servicing this equipment.

Save these instructions for future

reference. If you are assembling

this unit for someone else, give

this manual to him or her to read

and save for future reference.

!

DANGER

IMPORTANT

If you smell gas:

away from the appliance and

immediately call your gas supplier

!

WARNING

Do not store or use gasoline or other

vicinity of this or any other appliance.

This unit not for use with propane.

Use only with Natural gas.

USC

SAVE THESE

INSTRUCTIONS

Real Flame Customer Service: 1-800-654-1704

Lot: _______________

P.O. _______________

Table of Contents

!

CARBON MONOXIDE HAZARD

This appliance can produce carbon

monoxide which has no odor.

Using it in an enclosed space can kill you.

Never use this appliance in an enclosed

space such as a camper,tent,car or home.

DANGER

Important Safety Information

Natural Gas Dangers and Warnings

Parts List

Assembly Instructions

Pre-Use Instructions

Lighting Instructions

Care and Cleaning

Gas Component Connection Checks

Troubleshooting

Covering The Table

Warranty

3

5

7

8

12

13

14

15

17

19

20

2

IMPORTANT SAFETY INFORMATION

3

WARNING FIRE TABLE IS FOR OUTDOOR USE ONLY

• IMPORTANT NOTICE Read and understand all warnings and precautions prior to a

ssembly and

use of your gas ﬁre table. Improper installation, adjustment, alteration, service or maintenance

can cause injury or property damage.

• NOTE The use and installation of this product must conform to local codes. In the absence of

conform with local codes, or in the absence of local codes with the

National Fuel Gas Code,

ANSI Z223.1/NFPA 54, or International Fuel Gas Code.

local codes, use the National Fuel Gas Code, ANSI Z21.97. Reference to Natural Gas and Propane

Installation code CSA B149.1 or Propane Storage and H

andling code B149.2.

• NOTE

When an appliance is for connection to a ﬁxed piping system, the installation must

•

WARNING

WARNING Installation and service must be preformed by a qualiﬁed installer, service agency or

gas supplier.

•

WARNING

socket from the main gas supply when the ﬁre table is not in use.

Failure to follow

the dangers, warning and c

autions in this manual may result in

serious bodily injury or death, or in a ﬁre or an explosion causing damage to property.

!

•Minimum Clearance from Unit to Combustible Materials

60”(152.4cm) from the top; 48” (121.9 cm) from all sides and back. Do not locate this ﬁre table

under any overhead enclosure.

•

T

Always use this outdoor ﬁre table on a hard, level non-combustible surface such a concrete,

rock or stone. An asphalt or blacktop surface may not be acceptable for this purpose. Surfaces

such as dirt and grass may prevent the unit from having proper ventilation.

his gas ﬁre table and its individual shuto valve must be disconnected from the gas supply.

piping system during any pressure testing of that system at test pressures in excess of 1/2 of psi

(3.5 kPa). The appliance must be isolated from the gas supply piping system by closing its

individual manual shuto valve during any pressure testing of the gas supply piping system at

test pressures equal to or less than 1/2 psi (3.5 kPa).

• Keep these instructions for future reference.

I

f you are assembling this unit for someone else,

• This gas ﬁre table must be used ONLY outdoors in a well-ventilated space and sha

ll NOT be used

inside a building, garage, or any other enclosed area.

• DO NOT use this outdoor gas ﬁre table for indoor heating. TOXIC carbon monoxide fumes can

accumulate and cause asphyxiation.

• NEVER LEAVE this gas ﬁrepit unattended when in use.

• Children should be alerted to the hazards of high surface temperatures and kept at a safe

distance while ﬁrepit is in

use.

WARNING NOT FOR USE WITH LIQUID PROPANE

IF YOU SMELL GAS:

• Shut o

gas supply to the ﬁre table.

• Extinguish any open ﬂame.

• Do not try lighting any appliance.

• Do not touch any electrical switch; do not use any phone in your building.

• Immediately call your gas supplier from a neighbor’s phone.

• Follow the gas supplier’s instructions.

• If you cannot reach your gas supplier, call the ﬁre department.

give this manual to him or her to read and keep for future reference.

IMPORTANT SAFETY INFORMATION (Continued)

4

• Do not store or use gasoline or other ﬂammable vapors and liquids within 25 feet (7.62m) of this

or any other appliance.

• Do not store any combustible materials in the base enclosure.

• DO NOT use in an explosive atmosphere. Keep gas ﬁre table area clear and free from

combustible materials, gasoline and other ﬂammable vapors and liquids.

• This outdoor ﬁre table is NOT to be operated by children. Young children should be closely

supervised when in the vicinity of this outdoor ﬁre table.

• This outdoor ﬁre table is not to be installed or used in or on recreation vehicles and/or boats.

• Always use in accordance with all applicable local, state and national codes. Contact your local

ﬁre department for details on outdoor burning.

• Use the same precautions you would with any open ﬁre when using this outdoor ﬁre table.

• DO NOT burn solid fuels such as: wood, charcoal briquettes, lump charcoal, manufactured logs,

driftwood, trash, leaves, paper, cardboard, plywood, painted or stained or pressure treated wood

in this outdoor ﬁre table.

• DO NOT use this outdoor ﬁre table until it is COMPLETELY assembled and all parts are securely

fastened and tightened.

• DO NOT use this outdoor ﬁre table near automobiles, trucks, vans or recreational vehicles.

• DO NOT use this outdoor ﬁre table under any overhead structur

• The use of alcohol, prescription or non-prescription drugs may impair an individual’s ability to

properly assemble or safely operate this outdoor ﬁre table.

e or near any unprotected

combustible constructions. Avoid using near or under overhanging trees and shrubs.

• DO NOT use this outdoor ﬁre table if any part has been under water. Immediately call a qualiﬁed

service technician to inspect the ﬁre table and to replace any part or control system and any gas

control which has been under water.

• DO NOT wear ﬂammable or loose clothing when operating this outdoor ﬁre table.

• DO NOT use in windy conditions.

• Keep all electrical cords away from a hot outdoor ﬁre table.

• Certain areas of this outdoor ﬁre table when in use will become too hot to touch. Do not touch

hot surfaces until the unit has cooled unless you are wearing protective gear such as insulated

pot holders or heat resistant gloves or mittens t

o avoid burns.

• DO NOT hang or place clothing or other ﬂammable materials on or near the gas ﬁre table.

• Any guard or other protective device removed for servicing the ﬁre table must be replaced prior

to operating the ﬁre table.

• DO NOT attempt to move or store this outdoor ﬁre table until all parts are cool.

• DO NOT lean over this outdoor ﬁre table when lighting or when in use.

• Use only the natural gas hose and quick dissconnect assembly provided. The replacement

natural gas hose and quick disconnect assembly shall be that speciﬁed by the manufacturer.

• DO NOT attempt to disconnect natural gas hose or quick disconnect socket from the main gas

supply or a

ny gas ﬁtting while the outdoor ﬁre table is in use.

• Always shut o

gas supply at the shut-o valve and disconnect the quick disconnect socket

from the main gas supply when the ﬁre table is not in use.

• DO NOT sit on the ﬁre table when the unit is in operation.

• DO NOT throw anything onto the ﬁre when the unit is in operation.

• Lava rocks are very hot; please keep children and pets at a safe distance.

• It is essential to keep the outdoor ﬁre table valve compartment, burners, and circulating air

passages clean. Inspect outdoor ﬁre table before each use.

•Prior to each ﬁre table operation, check the hose for evidence of excessive abrasion or wear by

looking through the visual check hole. If the hose is damaged, cracked or cut, it must be replaced

before using the gas ﬁre table. The hose assembly can only be replaced with a hose assembly

speciﬁed by the manufacturer. Please call Real Flame at 1-800-654-1704.

IMPORTANT SAFETY INFORMATION (Continued)

NATURAL GAS DANGERS AND WARNINGS

•Before each use, remove the lava rocks. Examine the burner and its components. If dirty, clean

with a soft brush and soapy water solution. Also examine the area around the burner. Any dirt or

foreign material, such as spider webs or nests in this area should be removed. If it is evident that

the burner is damaged, the ﬁre table must not be used. The burner assembly can not be

replaced. Please contact Real Flame at 1-800-654-1704 for technical support.

• Place the hose out of the pathways where people may trip over it. Do not place the hose in areas

where it may be subjected to accidental damage.

DANGER

This outdoor ﬁre table is for use with Natural Gas only. The conversion to or attempted use

of Liquid Propane in this outdoor ﬁre table is dangerous and could result in serious personal

injury, or property damage.

ATTENTION: Any alteration of the outdoor ﬁre table that is not speciﬁcally directed

in the operations manual will void manufacturer warranty.

Natural gas is ﬂammable and hazardous if handled improperly. Become aware of the

characteristics before using any natural gas product.

Natural Gas Characteristics

• Flammable, explosive under pressure, lighter than air and settles in pools in high areas.

• In its natural state, natural gas has no odor. For your safety, an odorant has been added.

• Contact with natural gas could burn the skin.

• Natural is extremely ﬂammable and hazardous if handled improperly.

Chemicals known to the state of California to cause cancer, birth defects, or other

reproductive harm are created by the combustion of natural gas.

Your natural gas ﬁre pit is designed to operate on natural gas only, at a pressure of seven

inches water column (7" W.C.) Check with your gas utility for local gas pressure,

because in some areas natural gas pressure varies. Also, check with your gas company

or with local building codes for instructions to install gas supply line, or call a licensed

and qualiﬁed installer.

It is recommended that an ON/OFF manual shut–o valve be installed at the gas supply

source, outdoors: after the gas line exits outside wall and before quick disconnect or

before gas supply line enters ground, indoors: in the branch gas line in an accessible

location near the gas supply line.

Pipe sealing compound or pipe thread tape of the type resistant to the action of natural

gas must be used on all male pipe threads. Apply compound or tape to at least the ﬁrst

three to four threads when making a connection.

!

5

Caution:

During any high pressure testing of the gas supply piping system at test pressures in excess

of 1/2 psi (3.5 kPa), the appliance and its individual shuto valve must be disconnected

from the gas supply piping system.

6

NATURAL GAS DANGERS AND WARNINGS (Continued)

Never store or use gasoline or other volatile substance in the vicinity of this ﬁre table.

Natural Gas Connection

Connect a manual shuto valve to gas supply line. Apply sealing compound or pipe thread tape

of the type resistant to the action of Natural Gas on all male pipe threads. Connect the end,

with the quick release connector, of the natural gas hose to manual shut-o valve at the gas

supply.

The outdoor ﬁre table must be isolated from the gas supply piping system by closing the

individual manual shuto valve during any pressure testing of the gas supply piping system at

least equal to or less than 1/2 psi (3.5 kPa).

!

Warning:

Burner valves are pre-tested at the factory to operate on natural gas. Do not attempt to

convert or change.

!

Parts List

7

1

5

6

7

8

2

3

4

Fire Table Lid 1

Glacier Grey 96204201T

Kodiak Brown 96204501T

Adjustable Screw 100050000 4

Fire Table No Number 1

Natural Gas Hose 056NG010 1

and Quick Disconnect

Feet 05600006 4

Lava Rock 05603408 1

Vinyl Cover 96200109 1

AAA Battery N/A 1

A

x 1 x 2 x 2x 4

B

C

D

Hose Guide - 100060000

1

2

3

5

6

8

7

4

ASSEMBLY INSTRUCTIONS

1

The ﬁre table is very heavy, make sure that another person is

available to help you when moving it or ﬂipping it over.

With the ﬁre table upside down, install the four feet by

screwing them into the holes located in the corners of the unit.

!

WARNING

Flip the table over with the help of another person. Do not attempt to turn the table

upright by yourself as injury to yourself or damage to the table may occur.

8

2

3

5

A

B

C

D

Install the Hose Guide

1. Carefully unwrap the hose and lay it across the gap in the base.

2. Place the hose guide (A) over the hose and attach using the

provided hardware. Be careful not to damage hose while installing

hose guide.

9

+

-

Install the AAA battery as shown in the diagram below.

Place lava rock by hand. DO NOT dump bag out into tray to avoid

clogging the burner with dust. Position the lava rock (10kgs) to a level

about 1” above the top of the burner. Make sure that you do not block the

igniter housing with lava rock to ensure proper ignition.

3

4

6

Lava Rock and Glass Filler Warning:

2.

Do not light or use this ﬁre table if ﬁller is wet. Ensure ﬁller is completely dry before lighting.

Intense heat can cause wet ﬁller to explode and hit someone causing injury.

3. Please keep away from the ﬁre table for at least 20 minutes during initial start-up as ﬁller

could retain some moisture from manufacturing and shipping.

1. Do not overﬁll the burner area with rock or glass ﬁller. The depth of the ﬁller should not be

more than one inch above the burner tube. Only Real Flame ﬁller products have been

certiﬁed and tested by CSA for safe use with this Real Flame ﬁre table. Using other ﬁller

material may result in increased popping/ and cracking or increased CO gas emission.

5

Connecting your ﬁre table to the Natural Gas source

recommended by the National Fuel Gas Code. Socket connection must be made

outdoors.

6

10

Connecting the Socket

Coat the gas supply pipe nipple with gas

resistant pipe compound or approved teﬂon tape.

Screw socket onto gas supply pipe (house

gas source) as shown to the right, and wrench

tighten.

The quick disconnect socket should never be

connected to the ﬁre table. Direction of gas ﬂow is

indicated on the socket.

7

Using the Quick Connect Socket

Pull back the sleeve on the quick disconnect

socket and insert the unattached end of the

gas hose into the socket. Release the sleeve

and continue pushing the hose into the socket

until the sleeve snaps into the locked

position.

After making all connections, perform a leak

test as described on page 12 of this manual.

11

PRE-USE INSTRUCTIONS

Check for leaks at these locations

12

Prior to each gas ﬁre table operation, check the hose and

valve for evidence of excessive abrasion or wear through

the visual check hole on the side of the base. Replace

visual check cap prior to operating ﬁre table.

CHECKING FOR LEAKS

WARNING Before using this outdoor ﬁre table, make

sure you have read, understand and are following all

information provided in the Important Safety Information

section of this manual. Failure to follow those instructions

can cause death, serious injury or property damage.

BURNER CONNECTIONS

Warning: Failure to inspect this connection or follow

these instructions could cause a ﬁre or an explosion,

which can cause death, serious bodily injury, or damage

to property.

Please refer to diagram for proper installation.

If the burner pipe does not rest ﬂush to the oriﬁce please

contact Real Flame at 1-800-654-1704 for assistance.

Ma

Make a leak check solution by mixing 1 part dishwashing

soap with 3 parts water in a spray bottle.

ke sure control knob is “OFF.” Then, turn Natural Gas

on at its source.

Spray leak solution on valve connections paying particular

attention to the areas indicated by arrows.

If an

, reconnect and

re-test. If you continue to see bubbles after

several attempts, disconnect Natural Gas source and

contact Real Flame® at 1-800-654-1704 for assistance.

If no bubbles appear after one minut

e turn source OF

F,

wipe

away solution and proceed.

Make sure the Natural Gas hose and quick disconnect

socket connections are securely fastened to the burner

and the gas supply. If your unit was assembled for you,

visually check the connection between the burner pipe

and oriﬁce. Make sure the burner pipe ﬁts over the

oriﬁce.

!

Visual check hole location

Oriﬁ ce is located

in this connection

Burner Pipe

LIGHT

LOW

Control Knob

PUSH

IN

1. Read and understand all operating instructions before lighting. Ensure that all protective

ﬁlm has been removed from stainless burn tray prior to lighting.

2. Burner control knob must be in the “OFF” position.

3. Connect Natural Gas source (see above pages).

4. Open the Natural Gas supply to the unit.

5. Push and hold igniter button to create sparks.

6. While holding the igniter button with one hand, use

your other hand to push and turn the control knob

to the “LIGHT” position to light the burner.

7. Keep Burner Control Knob pressed in for 15-30 seconds after ignition.

Using a

Please refer to the trouble shooting pages for

additional support, beginning on page 17.

Using the Igniter

Long Match or Lighter

WARNING

When using this method to light

your ﬁre table use heat resistant

gloves and follow the step by step

instructions. Failure to do so could

result in severe injury.

2.

1. Prior to lighting, use a shovel to move

the lava rocks for access to the burner.

5. After lighting, use a shovel and heat resistant

gloves to carefully move the lava rocks back

into their proper position.

Wearing heat resistant gloves, position

lighter near the side of the burner. DO NOT

lean over the ﬁretable while lighting!

the burning long match or burning butane

3. Turn control knob counter clockwise to “LIGHT”.

4. Remove long match/long butane lighter.

6

9.

.

7. Adjust the ﬂame to the desired height with the

control knob.

10. Adjust the ﬂame to the desired height with the

control knob .

WARNING

If burner ﬂame goes out during operation,

immediately turn the control knob “OFF” and let the

gas clear a minimum of 5 minutes before attempting

to re-light the ﬁre table.

After lighting, rotate the Burner Control Knob

counter clockwise to “Low” setting.

Observe ﬂame, make sure all burner ports are lit.

Flame height should be no higher than

13 inches tall.

After lighting, rotate the Burner Control Knob counter clockwise to “Low” setting.

Observe ﬂame, make sure all burner ports are lit. Flame height should be no higher than

13 inches tall.

!

WARNING

while lig

hting Fire Table.

13

8-13”

20.3 - 33.0 cm

LIGHTING INSTRUCTIONS

Care and Cleaning

Inspecting

product life.

WARNING

1. Check the burner to make sure it is securely in place.

2. Check the

WARNING DO NOT tamper with this appliance. This is DANGEROUS and will void the warranty. Any part found

replacement parts contact Real Flame at: 1-800-654-1704.

venturi tube to make sure it is clear and free of insects, spider nests and other debris.

3. Check all gas connections for leaks.

4. Check ignition system to insure proper sparking.

5. Check components for any signs of damage, rust or excessive wear.

6. If damage to any component is detected, DO NOT operate until the proper repairs have been made.

ARNING

cool to the touch.

General Care and Cleaning

W

DO NOT use oven cleaner or abrasive cleaners as they will damage this product.

1. Wipe exterior surfaces with a mild dishwashing soap or baking soda, then rinse clean with water.

Storage:

WARNING

1.

3.

4. Store in a cool, dry location away from children and pets.

14

Table

Stainless Steel

1. For general cleaning use warm water, soap, ammonia, or detergent apply with a soft cloth or sponge.

2.

3. For stubborn stains and discoloration use 3M Stainless Steel Cleaner and Polish, Allchem Concentrated Cleaner,Samae,

Twinkle, Cameo Copper Cleaner, Liquid Nu Steel, Copper’s or Revere Stainless Steel Cleaner, apply using a soft cloth in

the same direction of the polish lines.*

4.

wiping should be done in the direction of polish lines.

DO NOT USE SOLVENTS while in closed spaces or while smoking.

* Use of proprietary names is intended only to indicate a type of cleaner and does not constitute an endorsement. Omission of any proprietary cleanser does not

imply its inadequacy. All products should be used in strict accordance with instructions on package.

!

to be faulty must be replaced with an approved part, conrmed by the manufacturer. For technical support or

Gas Component Connection Checks

15

1. Make sure the electrode wire is correctly connected.

Both electrode wires must be fully inserted into the igniter box.

2. Make sure that the pilot housing is unobstructed.

Clear any debris on top of the pilot housing and make sure there is no debris

between the igniter pin, thermocouple and the burner tube.

If the burner will not light or stay lit, please perform the following checks.

Pilot Housing

Burner

Tube

Do not block

opening

CORRECT

INCORRECT

Gas Component Connection Checks (Cont.)

16

3. Make sure that the igniter pin and

thermocouple are correctly positioned.

- The igniter pin should be pointed straight to the thermocouple.

- The thermocouple should be positioned 5mm away from the burner tube.

4. Make sure that the thermocouple wire is correctly positioned. The

thermocouple wire should be in line with the valve.

Igniter Box

Thermocouple Wire

Thermocouple

Wire

Wire should

be in line

with valve

Valve

5mm

Thermocouple

Igniter Pin

For Technical Support Contact Real Flame at: 1-800-654-1704

Problem: Burner will not light using igniter

Possible Cause 1: Electrode and burners are wet.

-Wipe dry with cloth.

.kcarc ta skraps - nekorb ro dekcarc niP retingI :3 esuaC elbissoP

-Call Real Flame at 1-800-654-1704 for technical support.

Possible Cause 2: Igniter battery is dead.

-Check or replace the AAA battery in the igniter.

Possible Cause 4: Wire loose or disconnected.

-Reference page 15, step 1, reconnect wire. Call Real Flame at 1-800-654-1704.

Possible Cause 5: Wire is shorting (sparking) between igniter and electrode.

-Call Real Flame at 1-800-654-1704 for support.

.elpuocomreht ta gnitniop ton niP retingI :6 esuaC elbissoP

-Reference page 16, turn electrode to point at the thermocouple.

Possible Cause 7: Bad Igniter

-Call Real Flame at

1-800-654-1704 for

support.

Possible Cause 1: No Gas Flow.

-Check if Natural Gas supply is stopped. If it is not stopped, refer to

“Problem: Sudden drop in gas ﬂow” on the following page.

Possible Cause 2: Quick Connect not fully engaged.

-Disconnect the quick connect at the gas supply and reconnect to ensure a

proper connection is made.

Possible Cause 3: Obstruction of gas ﬂow.

- Check for bent or kinked hose.

- Clean the venturi.

Possible Cause 4: Spider webs or insect nest in the venturi.

Possible Cause 5: Burner ports clogged or blocked.

-Reference “Problem: Irregular ﬂame pattern” on the following page. Clean the

burner ports as described there.

Problem: Burner will not light with match

P

roblem: The ﬁre table emits a lot of black smoke when in use

Possible Cause 1: Hose from gas ﬁre table is pinched.

-Make sure the hose is not pinched between the

ﬁre table and the source of the gas.

Possible Cause 2: Flame is being obstructed at burner ports.

-Make sure that the gas ports on the burner are free

of any lava rocks so that the ﬂame can ﬂow naturally.

Troubleshooting

17

Igniter Pin

(Electrode)

Thermocouple

Burner Ports

Burner

Venturi

Burner Ports

For Technical Support Contact Real Flame at: 1-800-654-1704

Problem: Sudden drop in gas ﬂow, or a reduced ﬂame height

Possible Cause 1: Out of gas.

-Call your local gas company.

Possible Cause 2: Excess ﬂow safety device may have been activated.

-Turn control knob to “OFF”, wait 30 seconds and light outdoor ﬁre table. If

the control knob and the gas supply. Disconnect the quick disconnect

socket.Turn Burner Control Knob to “HIGH”. Wait 1 minute. Turn Burner

gas supply and perform a leak check at the Natural Gas connection.

Problem: Irregular ﬂame pattern, ﬂame does not run the full length of the burner

Possible Cause: Burner ports are clogged or blocked.

-Clean burner ports. Do this by inserting a

paperclip into each of the burner ports to

ensure they are not clogged. WARNING: Make

time to cool before touching it.

Problem: Flame blow out

Possible Cause 1: High or gusting winds.

-Increase ﬂame to “HIGH” setting.

Possible Cause 2: Low on Natural gas.

-Call your local gas company.

Possible Cause 3: Excess ﬂow valve tripped.

-Refer to “Problem: Sudden drop in gas ﬂow”

If these trouble shooting steps are unable to resolve the problem,

please call the number listed below

Troubleshooting

18

Burner Ports

Covering the Table

19

The Baltic Natural Gas Fire Table includes a

weather resistant protective cover. Please make

sure to protect your Fire Table when not in use.

The cover will protect the mechanical

components from dirt and debris, prevent water

from pooling on the surface of the ﬁber cast

concrete and will prevent fading and

discoloration of the ﬁnish.

7

WARRANTY AND RETURN POLICIES

Warranty

Real Flame® Company warrants Real Flame ﬁreplaces and accessories to be free from defects in parts

under normal use and service for a period of 1 year from the date of purchase and defective from ﬁnish

issues for a period of 1 year from the date of purchase. In the event of such defects Real Flame will, at

its option, replace the defective product or refund the purchase price. The foregoing is the exclusive

remedy and Real Flame disclaims all other warranties, including any implied warranty of merchantability

or ﬁtness for a particular purpose. In addition, Real Flame will not be responsible for consequential

damages in excess of the purchase price of the product on which such liability is based.

Return Policy

You may return your purchase within 90 days of receipt. No refunds will be issued for incomplete or

unauthorized returns. All returned products must be 100% complete, adequately packaged in original

packaging and in resalable condition. Products that have been assembled or modiﬁed will not be eligible

for return. All items must be returned in their entirety, meaning all items included must be returned

together. No returns or exchanges on discontinued items. Please begin the return process by contacting

the store or company where you bought your Real Flame item.

Replacement Parts

In the event that an item has been lost or damaged, either by the manufacturer or in shipping, you

may request a replacement. Replacement parts are not available for all units and only given at Real

Flame’s discretion. We will assess any damage and ﬁnd a solution, which could include shipping you a

replacement. No replacements are available for discontinued items or repackaged (open box) products.

Please call Real Flame Customer Service at 800-654-

1704 for replacement parts before returning the

damaged item. Please have the following information (which can be found in your instruction manual)

ready before you call Customer Service.

• Model Number of Item

• 4-8 digit Part Number

• Lot Code Number

• Shipping Address

• A picture of the damaged item may be requested. Pictures should be sent to custserv@realﬂame.com

Incorrect Order Received

If you received something other than what you ordered, please contact Real Flame Customer Service at

800-654-1704 within 48 hours of receiving the item. Please refer to www.Realﬂame.com for our complete

return guidelines and policies.

Please refer to www.Realﬂame.com for our complete return guidelines and policies.

Real Flame®

7800 Northwestern Ave.

Racine, WI 53406

Customer Service: 1-800-654-1704 in USA

Service à la clientèle: 1-800-363-6443 in Canada

custserv@realﬂame.com

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