Terms & Conditions

Returns, Refunds & Warranty

1. Inspect your oven on arrival, before signing

Check the oven while the driver is still there, before you sign the delivery note. If the oven is damaged, do not accept it. Refuse the delivery and note the damage on the courier’s delivery note. The courier returns the oven and we will repair or replace it at no cost to you. By signing the delivery note you confirm the oven arrived undamaged and as ordered. We cannot accept transport-damage claims for ovens that were signed for and accepted.

2. Wrong oven or colour

If you receive the wrong oven or colour, tell us on delivery or within 48 hours, with photos. We will make it right – for example by recoating the oven in the correct colour or exchanging it – at no cost to you.

3. Change-of-mind returns (7 days)

A change-of-mind return is possible only if all of the following apply: you request it in writing within 7 days of delivery; the oven is unused, not installed and not cured; it is still in its original crate or packaging; and it is not custom-made. You pay the transport back to our premises, where the oven is inspected. A 20% handling fee applies, except where the law only allows us to charge the direct cost of the return. The refund is paid within 30 days of the oven reaching us in resaleable condition.

4. Not returnable

• Custom-made or made-to-order ovens, including custom colours, mosaic, logos, special sizes or finishes.
• Ovens that have been unpacked, installed, cured, fired or used.
• Delivery, crating and installation charges.

5. Warranty

Our ovens carry a 12-month warranty against manufacturing defects (24 months on Forno Neapolitan ovens), from the date of delivery. Proof of purchase is required. If a manufacturing defect is confirmed, we will repair or replace the oven. A refund applies only where the law requires it.

How claims are assessed. Send us photos and a video of the damage, photos of the oven installed on its base, and details of when and how it was cured. Fire & Dine will inspect the oven (on site or from the photos) and decide whether the damage is a manufacturing defect.

Operating temperature. Our ovens are tested at their recommended temperatures without problems. Domestic and DIY ovens: recommended about 350°C, maximum 390°C – never 400°C or above. Commercial ovens: keep the built-in thermometer below 450°C. The thermometer is placed away from the dome, so the dome will be much hotter (around 650°C) and the floor around 400°C, which is normal and ideal for cooking. The thermometer is fitted to keep you within the tested range; a broken or heat-damaged thermometer is the first sign of overheating. Firing above these limits voids the warranty.

The warranty does not cover:

• overheating, or not following the curing schedule and operating instructions;
• water inside the oven;
• knocks, bumps, scratches or other handling and installation damage after delivery;
• incorrect installation, or an unsuitable or unlevel base or surface;
• negligence, misuse, accidents or weather damage;
• wear of finishes and normal discolouration from use.

Fine hairline cracks that do not pass through the oven wall are normal in wood-fired ovens and are not a defect.

To report a delivery problem or make a warranty claim, email info@fireanddine.co.za or call 083 438 1485.