Aftersales
Aftersales – Stoves, Electric Fires, Flue Systems & Spare Parts
Our aftersales support covers everything you need post-purchase, whether it's a stove, electric fire, flue system, or spare part.
From guidance on installation and operation to sourcing replacement components, we’re here to help you keep your appliance running efficiently and safely.
We stock a wide range of spare parts tailored to specific models, and our team is available for technical advice, warranty support, and servicing recommendations to ensure long-term satisfaction with your heating product.
Register Your Appliance & Warranty Information
To make the most of your new heating appliance, please refer to the Manufacturer Manual, which includes detailed Warranty and Extended Warranty information.
All of our brand partners take great pride and care when designing their range of products to the highest of standards. In order, to protect you as a customer and them as a brand, every item comes with a standard warranty that covers a specific period.
Extending Your Warranty
To extend your standard warranty, you must register your product directly with the manufacturer—this can usually be done via their website.
Important Warranty Conditions
- All products must be installed by a qualified heating engineer, HETAS Engineer, or experienced tradesperson.
- Proof of professional installation is required to validate or extend your warranty.
- All stove installation will required a signed Building Control document.
- Annual maintenance is also necessary, in accordance with the manufacturer’s guidelines.
Ultimately, it is the customer’s responsibility to protect themselves and ensure the appliance is installed and maintained correctly.
Warranty and Extended Warranty is not transferable.
Warranty Checklist
Ensure your warranty remains valid by completing the following steps:
1. Professional Installation
- Installed by a certified Heating Engineer, HETAS Engineer, or experienced tradesperson.
- Retain proof of installation (e.g., invoice or certification).
2. Product Registration
- Register your appliance directly with the manufacturer via their website.
- Complete all required fields, including:
- Brand and model name/number.
- Serial number (usually found on the appliance's safety plate).
- Purchase date.
- Retain confirmation of registration.
Note: Some manufacturers require registration within a specific period (e.g., within 30 days of installation) to validate the warranty.
3. Annual Maintenance
- Schedule annual servicing in accordance with the manufacturer's guidelines.
- Keep records of all maintenance activities.
4. Manufacturer Manual
- Read the warranty terms outlined in the Manufacturer Manual.
- Store the manual in an accessible location for future reference.
Important Reminder
Failure to meet the above conditions may result in the warranty becoming void. Always refer to the manufacturer's documentation or contact their support team for clarification.
Appliance Aftersales
To ensure your appliance continues to operate at its optimum level you must follow the instructions within the Cleaning and Service and Maintenance sections in the user instructions.
How to light my stove
What You’ll Need:
- Dry, seasoned kindling (small sticks)
- A few small logs
- Some firelighters or newspaper
- A couple of larger logs for after the fire gets going
- Matches or a long lighter
- Optional: Heat-resistant gloves
Step-by-Step:
- Check the Air Vents/Damper Make sure all air controls are fully open. This helps oxygen flow and gets the fire burning hotter, faster.
- Clean Out the Ash (if needed) A small bed of ash can help start the fire, but too much can block airflow.
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Lay Your Fire
Top-down method (cleaner burn):
- Place 2–3 larger logs on the bottom.
- Add a crisscross layer of kindling above that.
- Place 1–2 firelighters or some scrunched newspaper on top.
Or use the traditional method:
- Firelighters or newspaper on the bottom,
- Then kindling,
- Then a couple of small logs on top.
- Light It Up Light the firelighters/newspaper with a match or lighter. Close the stove door most of the way—but leave it cracked open slightly for the first 5–10 mins to help establish the draft.
- Let It Breathe Once the kindling is burning well and the chimney is drawing smoke upward, fully close the stove door. Wait until the small logs are glowing and have formed a bed of embers before adding larger logs.
- Adjust the Airflow Once the fire is going strong, adjust the air vents to control the burn rate and heat output. More air = hotter, faster burn. Less air = slower, longer burn.
Bonus Tips:
- Use dry, seasoned wood (moisture content < 20%) — wet wood creates smoke and creosote.
- Never use accelerants like gasoline.
- If your stove has glass, a hot burn keeps it cleaner longer.
Chimney Cleaning 101
Super important for safety and performance, especially with wood-burning stoves. Here's the lowdown on when, why, and how to do it:
Why Clean Your Chimney?
- Creosote buildup (a sticky, flammable byproduct of burning wood) is the #1 cause of chimney fires.
- Blockages (like bird nests or debris) can reduce draft, making your stove less efficient and even causing smoke to back up into your room.
- Keeps your stove running safely and efficiently.
How Often Should You Clean It?
- At least once a year (usually before heating season starts).
- If you use your stove daily in colder months, aim for twice a year.
- Clean more often if you burn a lot of softwood or unseasoned wood — they produce more creosote.
DIY Chimney Cleaning: What You’ll Need
- Chimney brush (sized to your flue)
- Extension rods
- Dust mask & goggles
- Tarp or plastic sheeting
- Vacuum (preferably HEPA or shop vac)
- Flashlight or inspection camera (optional but helpful)
Step-by-Step: DIY Chimney Sweep
-
Prep the Area
- Lay down a tarp or sheet around the stove.
- Remove stove parts (baffles or plates) if needed.
- Open a window for ventilation.
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Insert the Brush from the Top or Bottom
- If going from the top, you’ll need safe roof access.
- If going from the bottom, disconnect the stove pipe if possible.
- Push the brush up and down while adding or removing rods to cover the full length of the chimney.
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Clean Inside the Stove
- Scrape off any creosote from accessible areas.
- Vacuum the ash and loose debris.
-
Reassemble and Inspect
- Reinstall any baffles or parts.
- Do a visual check for obstructions or damage.
Or... Hire a Pro
If you're not into roof work or soot-covered clothes:
- Hire a certified chimney sweep (look for HETAS or NACS in the UK)
- They’ll do a thorough job and can also check for cracks, leaks, or blockages.
Service + Maintenance
Solid fuel stoves and cassettes go through constant heat cycles while burning inherently “dirty” fuels, meaning regular cleaning and maintenance are essential for safe and efficient performance.
Usage Varies, So Does Wear & Tear
Stove use ranges from daily winter heating to occasional weekend fires, so the amount of wear and tear differs from home to home. That said, all solid fuel appliances should be professionally serviced at least once a year.
Annual Service Checklist
A full annual service should include:
Flue system sweep
Removes creosote and soot buildup to maintain airflow and reduce fire risk.
Inspection and replacement (if necessary) of internal components
- Baffles
- Firebricks
Seal and rope checks
- Door rope seals
- Glass rope seals
(Replaced if worn to maintain airtight performance.)
Door mechanism check
Adjustment of door latch and hinges for proper closure and safety
Who Can Do This?
Many modern chimney sweeps are now fully trained and qualified not only in flue cleaning but also in appliance maintenance. They can often carry out the entire annual service during a single visit.
Reminder:
Skipping annual maintenance can lead to:
- Reduced stove efficiency
- Smoke or fumes escaping into your home
- Increased risk of chimney fires
- Voided warranty (in some cases)
Spare Parts
StoveBay.com supply a large range of genuine Stove and Fireplace Spare Parts many of which are in stock and available for immediate dispatch.
We supply replacement spare parts from all of the leading Stove and Fireplace Brands including: Aarrow, Aga, Arada, Baxi Burnall, Blacksmith, Charnwood, Clearview, Dik Geurts, Dimplex, Dunsley, Esse, Evergreen, Firefox, Firestar, The Gallery, Grant, Hamco, Hamlet, Henley, Heta, Hi Flame, Horseflame, Hunter, Mazona, Mendip, Mi Fires, Morso, Mulberry, Olymberyl, Parkray, Queen Star, Stovax, Stratford, Warrior, Waterford Stanley, Westfire.
We're here to help…
For all inquiries please contact:
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