If the products is to be used Indoors; let us know and we will supply a hidden under tray to capture any accidental spillages of fuel. Spilt fuel will evaporate safely from this tray while the burner is lit and protect the floor below.

Using outdoors? – No need for an under tray.

White glove delivery

Would you like us to personally take care of the Delivery, installation, set up, demonstration and packaging removal?

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Warranty and claims


Our products are covered by a transferable limited warranty and a solid service and support network should you need it. Many aspects of our products are hand-produced, hand-finished and use natural materials, which makes it subject to minor variations in colour, finish and size. All pieces will mature and age over the course of time through natural processes associated with use, heat and flame. These changes are an essential part of the dynamic of the piece. KITTELL LTD reserves the right to make minor amendments without prior notice.


The Company warrants to the Customer that the Goods will be supplied in an undamaged condition.

On discovery of any defect in the Goods, the Customer must immediately notify the Company in writing of such defect. The Customer must not carry out any remedial work to alleged defective Goods without first obtaining the written consent of KITTELL LTD to do so.

The provisions of any act or law (including but not limited to the Trade Practices Act 1974) implying terms, conditions and warranties, or any other terms, conditions and warranties which might otherwise apply to or arise out of the agreement between the Company and the Customer in relation to the Goods are hereby expressly negatived and excluded to the full extent permitted by law.


  • Two year warranty from date of purchase on Flex models, stainless steel parts, including raw, linished and powder coated and black ceramic coated.
  • One year warranty from date of purchase on mild steel, including powder coated and chrome plated, cement, glass, leather, fabric, teak and MDF (painted or cemented rendered).

Chips and scratches are not covered by warranty. Natural variation in colour, texture and porosity may occur with Fluid™ Concrete Technology products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect.

If you live in extreme weather conditions where accumulation of snow is likely, use of the All-Season Bag is imperative to be covered by warranty.


HEATSCOPE® heaters are designed and manufactured by MHS Munich Home Systems GmbH.

MHS Munich Home Systems GmbH / HEATSCOPE® warrants to the original purchaser of products supplied by HEATSCOPE® that the products will be free from defects and/or faults in materials and/or workmanship for twenty-four (24) from the date of invoice.

Subject to the following conditions of this warranty, if a defect and/or fault in materials and/or workmanship are found during the warranty period, HEATSCOPE® will replace or repair the products (at its option) without charge.

HEATSCOPE® infrared heaters must be installed and executed only by an authorized expert / trained professional electrician in accordance with the applicable standards and regulations for electrical wiring in electrical trade in the respective country / region of installation. All relevant local building and fire safety regulations must be observed at any time and under any circumstances.

For more information please refer to the Heatscope warranty document.


Service calls to:

  • Correct the installation of the product.
  • Instruct you how to use the product.


Repairs when the product has been used in other than normal domestic/commercial use or when not used in accordance with the Installation, Operating and Maintenance Manual.

Repairs when the parts or models have been modified or altered in any way that has not been approved in writing.

Repairs when the product has been dismantled, repaired or serviced by anyone other than an authorized representative.

Pick up and delivery.

Normal maintenance as required in the Installation, Operating and Maintenance Manual supplied with the product.

Damage to the product caused by accident, misuse or Act of God.


The Warranties set out above are express Warranties given by KITTELL LTD and are in addition to the rights and remedies which are conferred upon consumers by Trade Practices Act 1974 of the Commonwealth and other Commonwealth, State or Territory legislation.

Service under the warranties set out above must be provided by MAD Design Group Authorized Customer Service Center which shall provide service during their normal working hours.

Your warranty certificate along with proof of date of purchase must be produced when making any claim.

For warranty claims please contact KITTELL LTD direct on – Email title must include “Warranty Claim”

Please note: Don‘t send in any products to the manufacturer without written consent from KITTELL LTD.