For clients

1. Questions about the company.

1.1. Who are we and what do we do?

Bio-Flame is a company that is the exclusive representative of the Ukrainian TM Glass Fire, and offers a wide range of modern, stylish and practical bio-fireplaces to customers. Biofireplaces are an actual alternative to old classical fireplaces. Among their features:

lack of a chimney - such devices do not require re-equipment of the house for installation, and permits are not needed for installation;

a live fire that warms pleasantly;

lack of smoke and soot;

no need to use firewood;

work on ecological biofuel;

safety for health and the environment.

TM Gloss Fire has been producing high-quality top-class fireplaces for more than ten years in accordance with the latest global trends. All TM Gloss Fire products are original and combine impeccable quality and stylish design.

1.2. Why choose TM Gloss Fire fireplaces?

Fireplaces of the Gloss Fire trademark are not just a decorative element. This is a high-tech product that is extremely easy to install and operate. Such biofireplaces comply with international quality standards, they are 100% safe, economical and have a very effective design. They become a true house decoration, a source of comfort and warmth.

Only those bio-fireplaces that have passed a comprehensive thorough check in accordance with the testing protocol, which was developed by the Fire Safety Department and a number of other departmental structures, go on sale.

BioFlame biofireplaces are distinguished by their exclusive design, high level of reliability, complete absence of smell during combustion and a pleasant competitive price. Thanks to the complex nature of these qualities, the brand's products are gaining more and more fans in different europian countries.

BioFlame biofireplaces have a very well-thought-out design, which makes their installation very easy, and operation does not cause any difficulties.

All customers of our company receive a free consultation from a qualified specialist and can count on unlimited technical support after purchase. Our company is ready to fulfill its obligations to customers, regardless of the circumstances.

1.3. Where is our company located?

BioFlame’s registered office is: Bizneson Sp.z o.o. ul. Rakowicka 10B, lok. 4 31-511 Krakow

1.4. Where can I see TM Gloss Fire biofireplaces?

ul.Janasa 3A, 40-855 Katowice

1.5. What is the procedure for payment and shipment of goods?

When a product from the online store is ordered, a 100% prepayment is made to the specified bank account. There are several payment options for the convenience of customers.

Sending the ordered goods is carried out within 7 days after payment by transport companies. The time and cost of delivery depends on the characteristics of a particular transport company. In case of unforeseen delays and difficulties, BioFlame will definitely contact the client and inform them about the reasons for the delay and the time of dispatch.

1.6. What are the terms of delivery of biofireplaces?

Biofireplaces are only delivered if the buyer has provided all necessary contact information. The amount of delivery is determined by the transport company and depends on the size and weight of the parcel.

All obligations for the delivery of biofireplaces are assumed by the transport company.

1.7. In what form will I receive the biofireplace?

We ship fully assembled bio-fireplaces to our customers in a cardboard box or or a wooden box (depending on the model).. We pack built-in hearths in a cardboard box.

1.8. What is the complete set of biofireplaces?

When buying a biofireplace, you get a fuel block, additional accessories, depending on the chosen model, a lighter with an elongated body, a funnel, a holder, a napkin with a special tool that allows you to keep steel surfaces in perfect shape, technical documentation, which also includes a warranty card and instructions for use of the device.

Built-in fireplaces of the Hearth Focus MS series are supplied with: a double-walled body with thermal insulation properties, a fuel block, decorative heat-resistant glass, a funnel, a long lighter, holders, a cleaning cloth for steel surfaces, technical documentation, including a warranty card and an instruction manual.

1.9. What guarantees does the company provide?

All fireplaces TM Gloss Fire have a 5-year manufacturer's warranty. The guarantee is valid from the date the biofireplace was purchased.

1.10. When does the warranty not apply?

Warranty obligations cannot be fulfilled if:

violation of the rules for the operation of the product;

use of the product for other purposes;

violations of the integrity of the design of the biofireplace;

attempts to self-repair;

making changes to the design of the device.

1.11. Who carries out the installation of a biofireplace?

Biofireplace is a one-piece construction that is completely ready for installation. Installation of such a product does not require specific knowledge and skills. Accordingly, the installation of biofireplaces can be carried out by people without specialized education, taking into account the recommendations that are listed in the operating instructions.

The manual attached to the biofireplace contains a detailed description of the intricacies of installation.

BioFlame does not install biofireplaces.

1.11. Return conditions

Returns are only accepted within 14 days of purchase. To do this, the buyer can use the services of any transport company. The buyer who wants to return the goods must inform the BioFlame online store about this by email bioflame.eu@gmail.com or by a regular letter sent to Bizneson Sp.z o.o. ul. Rakowicka 10B, lok. 4 31-511 Krakow.

Refunds are subject to the following conditions:

all the manufacturer's labels are preserved on the product;

there are no signs of use on the product.

In the event of a manufacturing defect, the Buyer must contact our online store in writing, describe the problem and provide a purchase receipt (or bank statement). We will review your letter within 14 days in accordance with the Consumer Protection Act.

2. The most popular questions about biofireplaces

2.1. What is a biofireplace?

Biofireplace is a modern alternative to the classic fireplace, that is environmentally friendly and safer. The main distinction of such a device is the use of a special eco-friendly fuel rather than firewood.Bioethanol, which is made from vegetable raw materials, is commonly used. Such fuel does not emit an unpleasant odor when burned.

Installation of biofireplaces does not require redevelopment, construction of a chimney and obtaining permits. These devices provide live fire and warmth, are visually appealing and stylish.

2.2. What are biofireplaces?

Biofireplaces are classified into three types based on their technical characteristics:

automatic. Such devices are controlled remotely using a remote control.

semi automatic. These biofireplaces have a control panel on the body.

mechanical. Such products imply exclusively manual control.

2.3. How does a biofireplace work?

The principle of operation of a biofireplace is quite simple. To begin with, the fuel tank is filled with eco-fuel - bioethanol. The well-thought-out design of the bio-fireplace allows it to be evenly distributed, resulting in uniform combustion of fuel vapors over the entire area. For ignition, a special long lighter is used. In the process of combustion, simple decay products enter the air - carbon dioxide, heat and ordinary water vapor.

2.4. What are the benefits of a biofireplace?

Safety and practicality.

Great look, comfort and beauty.

Ease of installation and ease of operation.

Durability.

2.5. Where can an eco-fireplace be installed?

Such a device is suitable for installation in any residential or office space. It is often mounted:

in an apartment building;

in a private house;

in the office;

in a restaurant or cafe.

2.6. Is bioethanol safe?

This substance is safe provided that the rules of operation are followed. The flammability of bioethanol should be taken into account, it should be stored exclusively out of the reach of children. If the operating instructions are violated, a fire may occur.

2.7. How much bioethanol is needed for a biofireplace?

Fuel consumption directly depends on the mode of operation of the device. The average consumption is 0.3-1 l/h.

2.8. Is there an unpleasant smell during the operation of the biofireplace?

Biofireplaces TM Gloss Fire have a unique advanced design and do not smell during combustion. However, during the extinguishing of the flame, a slight smell of fuel appears - this is inevitable. If an unpleasant smell appears during combustion, you are most likely using low-quality fuel.

2.9. What does the fire from burning bioethanol look like?

Immediately after ignition, bioethanol burns like a gas - blue, but after 5-10 minutes the flame acquires a pleasant warm hue, similar to the color of burning wood.

2.10. How intensively does a biofireplace heat up during combustion?

The top panel of the device heats up to 160°C and the bottom reaches 80°C.

2.11. Do I need ventilation when burning a biofireplace?

The combustion of biofuels results in the release of carbon dioxide. Therefore, it is important that there is a fresh air flow in the room where the biofireplace is located. To do this, just open the window for ventilation. A good option would also be ordinary supply and exhaust ventilation, which is in most apartments.

However, if you are installing a biofireplace in a small room, it is better to equip it with an additional supply and exhaust ventilation system directly above the device.

2.12. Can a biofireplace replace heating?

Despite the fact that during operation, the biofireplace heats up and generates heat, it cannot be considered as a full-fledged alternative to heating appliances. Such a device is a more decorative product.

2.13. Can biofireplace glass crack?

Glasses for the production of Gloss Fire biofireplaces are made of very strong glass that is resistant to high temperatures. Such glass will not burst even with prolonged heating. Therefore, the fireplace can work for a long time - it is absolutely safe.

2.14. How should the biofireplace be maintained?

Basically, the maintenance of the Gloss Fire biofireplace consists in a simple cleaning of the product. To clean metal surfaces, you need to use a special cloth that comes with such a device. And for the care of glass, you can use the usual window cleaner. To clean other components of the biofireplace, you can use ordinary wet wipes.