Warranties at My Acre
A clear, vendor-by-vendor view of outdoor fire pit warranty, pergola warranty and pizza oven warranty coverage across the My Acre range. Manufacturer warranties are honoured in full, with claims lodged and managed by Hayden directly, so you have a single point of contact rather than a chain of factory emails.
Warranty at a glance
- EcoSmart Fire: 2 years (1yr body / 2yr burner on fire tables)
- Polito and Valoriani: 5 years
- Winter Gardenz: 10 years structural
- Ochre Living: 5 years structural
- Kustom Pergolas: 10 yr frame / 8 yr coat / 3 yr motor / 1 yr remote
- Single point of contact: Hayden on 1300 515 620
How My Acre handles warranty claims
We are a specialist stockist for makers we have backed personally. When a claim is lodged, Hayden manages the conversation with the manufacturer directly. You provide photographs and your order number; we handle the rest. In our experience, makers who design and build to architectural standards are also the makers most responsive on warranty, which is part of why each of these brands is in the range.
Warranty matrix
The matrix below is the authoritative view of warranty cover across the My Acre range. Where a term is being confirmed with the supplier, it is noted directly.
| Vendor | Warranty term | Coverage notes |
|---|---|---|
| EcoSmart Fire (general) | 2 years | Manufacturing defects, materials and workmanship under normal use |
| EcoSmart Fire Tables | 1 year concrete body, 2 years ethanol burner unit | Split warranty across body and burner |
| Polito | 5 years | Structural integrity of the refractory dome and build |
| Valoriani | 5 years | Structural integrity of the refractory kit |
| Winter Gardenz | 10 years structural | Polycarbonate panels and structural framing under normal use |
| Kustom Pergolas | 10 yr frame, 8 yr powder coat, 3 yr motor, 1 yr remote | Tiered to component service life. Electrical install by a licensed trade required to maintain |
| Ochre Living | 5 years structural | Major structural cracks caused by manufacturing defects |
| Blinde Design | Manufacturer warranty on materials | Exact term being confirmed with supplier. Speak with us before purchase if certainty needed. |
| e-NRG | Quality guaranteed per carton | Bioethanol fuel is consumable. No formal years-based warranty applies. |
What the warranty covers
Manufacturer warranties cover defects in materials and workmanship under normal use, sized to the working life of each component. Structural elements carry the longest term; consumable parts, electrical actuation and remote handsets carry shorter terms appropriate to the technology.
What the warranty does not cover
- Cosmetic wear, surface patina or expected ageing of natural materials such as concrete, teak and pumice.
- Damage from non-specified fuel, including green or treated timber in solid fuel units.
- Damage from misuse, overloading or installation outside the maker's specification.
- Damage to motorised or electrical components from installation by a non-licensed trade where licensing is required.
- Weather damage where equipment was not stored or covered as recommended.
- Glass breakage and similar consumable component failures outside manufacturing fault.
How to lodge a claim through My Acre
- Have your order number and clear photographs of the issue ready.
- Call Hayden on 1300 515 620 or email info@myacre.com.au.
- We acknowledge within one business day and lodge with the maker the same day in most cases.
- You receive a single channel of updates from My Acre, not separate messages from the factory.
- Claims are not lodged direct to the manufacturer. As your stockist, My Acre is your warranty point of contact.
Aftercare and longevity
Manufacturer care guides accompany every product, with PDF downloads available on each product page. Following the maker's guidance keeps the warranty in force and, more importantly, extends the working life of the piece well beyond the warranty window. The makers we work with build for decades of use, not for the duration of a guarantee.
Frequently asked questions
Are warranties honoured directly by My Acre?
Yes. The warranty is issued by the manufacturer, but the claim is managed by My Acre. Hayden lodges, follows up and resolves with the maker, so you are not chasing factory contacts in Italy, New Zealand or Australia.
How long is the warranty on EcoSmart Fire products?
Two years on EcoSmart bioethanol fires, fire pits and screens. EcoSmart fire tables carry a split warranty of one year on the concrete body and two years on the ethanol burner unit.
What is the warranty on a Polito or Valoriani pizza oven?
Five years on Polito wood and gas pizza ovens, hand-built in Melbourne. Five years on Valoriani modular refractory kits, made in Tuscany. Coverage applies to the refractory dome and structural build under normal use.
How long is the Kustom Pergolas warranty?
Ten years on the aluminium frame, eight years on the powder coat finish, three years on the motor, and one year on the remote handset. The tiered structure reflects the different service lives of each component.
What does the warranty cover and what does it exclude?
Coverage applies to manufacturing defects in materials and workmanship under normal use. Excluded: cosmetic wear, surface patina, hairline cracks inherent to masonry, damage from misuse or non-specified fuel, damage from weather exposure outside the maker's guidance, and damage from installation by non-licensed trades where licensed work is required.
How do I lodge a warranty claim?
Call Hayden on 1300 515 620 or email info@myacre.com.au with your order number and photographs. We acknowledge within one business day and confirm the maker's response within five business days in almost all cases. You speak to one person at My Acre, not the factory.
Does the warranty transfer if I sell the property or the product?
Warranty terms vary by manufacturer. Most are limited warranties that apply to the original purchaser. Speak with us before listing or transferring a product so we can confirm what carries across.
What about ongoing care and aftercare?
Each product comes with a care and maintenance guide, included in the carton and available as a PDF download from the product page. Following the maker's care guidance keeps the warranty in force and extends the working life of the piece well beyond the warranty window.
Lodge a warranty claim or technical review
Direct line to Hayden. Have your order number and photographs ready.
Contact Hayden directly1300 515 620Send a messageWe reply within one business day