Empire Keystone Premium 42" Direct Vent Gas Fireplace

Shipping & Returns

Free curbside freight delivery on every order over $399. Inspect the shipment before signing and note any damage on the delivery receipt — freight damage claims must be reported within 5 business days. Most items can be returned within 30 days of delivery as long as the product hasn't been installed, is in the same condition you received it, and all original packaging is intact. Return shipping and the original outbound freight cost are deducted from the refund, and a manufacturer restocking fee may apply. Custom and made-to-order products are final sale. Cancellations are free any time before shipment (custom orders excepted). Threshold and white-glove delivery upgrades are available — ask our team.

Full shipping policy · Full return policy · Questions? Call (410) 324-6322 — when you call, we answer.

WARRANTY

Empire Comfort Systems Inc. warranties this hearth product to be free from defects at the time of purchase and for the periods specified below. This warranty applies to the original purchaser only and is not transferable. All warranty repairs must be accomplished by a qualified gas appliance technician.

Limited Lifetime Parts Warranty – Factory-Installed Glass

If factory-installed glass fails because of defective workmanship or material, Empire will repair or replace it at Empire’s option.

Limited Lifetime Parts Warranty – Combustion Chamber, Heat Exchanger

If the combustion chamber or heat exchanger (see parts list) fails because of defective workmanship or material, Empire will repair or replace it at Empire’s option.

Limited Three-Year Parts Warranty – All Other Components (Except Remote Controls, Thermostats, Lights, Accessories and Replacement Parts)

Should any part fail because of defective workmanship or material within three years from the date of purchase, Empire will repair or replace it at Empire’s option.

Limited One-Year Parts Warranty – Remote Controls, Thermostats, Lights, Accessories, and Replacement Parts

Should any remote control, thermostat, lighting system, accessory, or replacement part fail because of defective workmanship within one year from the date of purchase, Empire will repair or replace it at Empire’s option.

Duties of the Owner

Install and operate the appliance installed by a qualified installer, and operate and maintain it in accordance with the furnished instructions. The warranty is limited to the terms stated herein and begins at the purchase date, which determines the warranty start date.

Provide ready access to the appliance for service.

What is Not Covered

– Damage caused by misuse or improper installation.

– Damage caused by improper maintenance or lack of maintenance.

– Claims that do not involve defective workmanship or materials.

– Unauthorized service or replacement parts.

– Travel expenses, diagnostic costs, or freight charges on warranted parts to and from the factory.

– Labor charges for removal and reinstallation cost.

How to Get Service

Provide the installer with the model number, serial number, type of gas, and proof of purchase. The installing dealer is responsible for providing service and will contact the factory to initiate warranted parts replacements. Empire will make replacement parts available at the factory. Shipping and handling costs will be the responsibility of the owner.

If you have questions about this warranty or need assistance with warranty service received less than one year ago, send an e-mail describing the issue and including your name, address, and phone number to info@empirecomfort.com with "Consumer Relations" in the subject line.

Your Rights Under State Law

This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state.