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 its customers a wide range of modern, stylish and practical bio-fireplaces. Bio-fireplaces are a relevant alternative to old classic fireplaces. Among their features:

no chimney - such devices do not require re-equipment of the house for installation, and no permits are needed for installation;

live fire that warms pleasantly;

no smoke and soot;

no need to use firewood;

works on ecological biofuel;

safety for health and the environment.

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

1.2. Why choose Gloss Fire fireplaces?

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

Only those bio-fireplaces that have undergone a comprehensive thorough check in accordance with the testing protocol developed by the Fire Safety Department and a number of other departmental structures are put on sale.

BioFlame bio-fireplaces are distinguished by an exclusive design, a high level of reliability, a complete absence of odor during combustion and a pleasant competitive price. Thanks to the combination of these qualities, the brand's products are winning more and more new fans in different European countries.

BioFlame bio-fireplaces have a very well-thought-out design, due to which their installation is very easy, and their operation does not cause any difficulties.

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

1.3. Where is our company located?

The legal address of the BioFlame company: Bizneson Sp. z o.o. ul.Rakowicka 10B, lok. 4 31-511 Kraków

1.4. Where can I see bio-fireplaces TM Gloss Fire?

ul.Janasa 3A, 40-855 Katowice

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

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

The dispatch of ordered goods is carried out within 7 days after payment by transport companies. The term and cost of delivery depend on the features of a particular transport company. In case of unexpected delays and complications, BioFlame will contact the customer and inform them of the reasons for the delay and the time of delivery.

1.6. What are the terms of delivery of bio-fireplaces?

Delivery of bio-fireplaces is carried out only if the Buyer has provided all contact information for delivery. The delivery cost is determined by the transport company and depends on the size and weight of the parcel.

All obligations for the delivery of bio-fireplaces are assumed by the transport company.

1.7. In what form will I receive the bio-fireplace?

We send our customers fully assembled bio-fireplaces, packed in a cardboard box or crate (depending on the model you choose). We pack built-in fireplaces in a cardboard box.

1.8. What is the bio-fireplace package?

When purchasing a bio-fireplace, you receive a fuel block, additional accessories, depending on the model you choose, a lighter with an extended body, a funnel, a holder, a napkin with a special agent that allows you to maintain steel surfaces in perfect condition, technical documentation, which also includes a warranty card and instructions for using the device.

Built-in fireplaces of the Focus MS series have in the delivery set: a double-walled body with heat-insulating properties, a fuel block, decorative heat-resistant glass, a funnel, a long lighter, holders, a napkin for caring for steel surfaces, technical documentation, including a warranty card and an operating manual.

1.11. What guarantees does the company provide?

All Gloss Fire TM fireplaces have a 5-year manufacturer's warranty. The warranty is valid from the date of purchase of the bio-fireplace.

1.12. In what cases is the warranty not valid?

Warranty obligations cannot be fulfilled in the event of:

violations of the product operating rules;

use of the product for other purposes;

violations of the integrity of the bio-fireplace structure;

attempts to repair it yourself;

changes to the design of the device.

1.13. Who installs the bio-fireplace?

A bio-fireplace is a one-piece structure that is completely ready for installation. To install such a product,

eliya does not require specific knowledge and skills. Accordingly, installation of bio-fireplaces can be carried out by people without specialized education, taking into account the recommendations that are described in the operating instructions. The manual attached to the bio-fireplace contains a detailed description of the intricacies of installation.

BioFlame does not install bio-fireplaces.

1.16. Return conditions

Products can be returned only within 14 days after purchase. To do this, the buyer can use the services of any transport company. The buyer who wants to return the product must inform the BioFlame online store by e-mail bioflame.eu@gmail.com or by regular mail sent to the address Bizneson Sp.z o.o. ul.Rakowicka 10B, lok. 4 31-511 Kraków.

Returns are made subject to the following conditions:

all manufacturer's labels are preserved on the product;

there are no signs of use on the product.

In case 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 Law on the Protection of Consumer Rights.

2. The most popular questions about bio-fireplaces

2.1. What is a bio-fireplace?

A bio-fireplace is a modern alternative to a classic fireplace, which is environmentally friendly and safer. The main difference of such a device is the use of a special environmentally friendly fuel instead of firewood. Usually, it is bioethanol, made from plant materials. Such fuel does not emit an unpleasant odor when burning.

To install bio-fireplaces, you do not need to redevelop, build a chimney or obtain permits. These devices provide live fire and heat, are visually attractive and stylish.

2.2. What types of bio-fireplaces are there?

Depending on the technical features, bio-fireplaces are divided into 3 main types:

Automatic. Such devices are controlled remotely, using a remote control.

Semi-automatic. These bio-fireplaces have a control panel on the body.

Mechanical. Such products imply exclusively manual control.

2.3. How does a bio-fireplace work?

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

2.4. What are the advantages of a bio-fireplace?

Safety and practicality.

Excellent appearance, comfort and beauty.

Ease of installation and ease of use.

Durability.

2.5. Where can an eco-fireplace be installed?

This device is suitable for installation in any residential or office premises. It is often installed:

in an apartment building;

in a private house;

in an office;

in a restaurant or cafe.

2.6. Is bioethanol safe?

This substance is safe provided that the operating rules are followed. It is necessary to take into account the flammability of bioethanol, it should be stored exclusively in places inaccessible to children. If the operating rules are violated, a fire is possible.

2.7. How much bioethanol is needed for a bio-fireplace?

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

2.8. Is there an unpleasant smell when the bio-fireplace is operating?

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

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

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

2.10. How intensely does the biofireplace heat up during combustion?

The top panel of the device heats up to 160 °C, and the lower stand - up to 80 °C.

2.11. Is ventilation necessary when burning a biofireplace?

The combustion process of biofuel is accompanied by 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, it is enough to open the window for ventilation. A good option would also be a regular supply and exhaust ventilation, which is available 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 bio-fireplace replace heating?

Despite the fact that during operation the bio-fireplace heats up and emits heat, it cannot be considered as a full-fledged alternative to heating devices. Such a device is more

product.

2.13. Can the glass of the bio-fireplace crack?

The glass for the Gloss Fire bio-fireplaces is made of very durable glass that is resistant to high temperatures. Such glass will not crack even with prolonged heating. Therefore, the fireplace can work for a long time - it is absolutely safe.

2.14. How to care for the bio-fireplace?

Basically, caring for the Gloss Fire bio-fireplace consists of simply cleaning the product. To clean metal surfaces, you need to use a special cloth that comes with such a device. And to care for the glass, you can use a regular window cleaner. To clean other components of the bio-fireplace, you can use regular wet wipes