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Experience peace of mind with American Gas Works' warranty process. If an unlikely product defect occurs, our team will provide guidance and submit a warranty claim on your behalf. With our technical team working in tandem with your installer, troubleshooting is required to initiate the process. We will ensure that you are kept informed every step of the way.

In case of a defect, our team will assist you in navigating the manufacturer’s individual warranty policy and process.

To ensure a successful warranty claim, technical troubleshooting is necessary. Your installer and American Gas Works' technical team must work together to diagnose any problems. If a defective part is identified through troubleshooting, we will review the warranty terms with you before submitting a claim to the manufacturer.

In the case of broken or cracked logs, please provide a clear photo of the broken or cracked log(s) when you file your claim. Troubleshooting is not required for broken or cracked logs.

Once the claim is submitted, the manufacturer will review the information provided and make a determination about the validity of the request. If all of the necessary documents are in order and the claim is approved, the warranty replacement part(s) will be shipped. If denied, or if further information is needed, American Gas Works will notify the customer. All warranties are handled as exchanges and not refunds. 

Customers will receive a pre-paid shipping label for the defective part(s). To avoid additional charges, defective parts must be returned within 30 days of receiving the warranty replacement(s).

The processing time for warranty claims typically range from 1 to 4 weeks, with seasonal variances.