Returns and Refund Policy

Returns 
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Orders are client specific thus any cancellation of orders after receipt of deposits and thus confirmation of acceptance of quotations cannot be accepted, subject to below:


i. A 15% handling charge will be charged against all returns on condition that the items are in a reusable condition and untainted to management’s discretion, (this applies only if returned within 14 days of date of invoice)

ii. Non-defective goods should be in original packaging

iii. Stoves and Fireboxes can be resold on clients behalf and once sale is completed the client will be refunded in full less 7% administration fee

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@multifire.co.za.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@multifire.co.za and send your item to: Multifire Fireplaces, One Highveld Building, 5 Bellingham St, Highveld, Centurion, 0157, Pretoria, South Africa.

Shipping
To return your product, you should mail your product to: Multifire Fireplaces, One Highveld Building, 5 Bellingham St, Highveld, Centurion, 0157, Pretoria, South Africa.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

SEARCH YOUR KW RESULT

Understanding Wood Fire kW Output

To generate heat, a fire needs three essential elements: fuel, heat, and oxygen. In the case of a wood-burning fireplace, the type and condition of the wood significantly impact the amount of heat (measured in kilowatts (kW)) produced.

How kW Output is Calculated

  • Air-dried wood (20% moisture): ~4.2 kW per kilogram ✅ Recommended
  • Wet wood (60% moisture): ~1.68 kW per kilogram ❌ Not Recommended

Since drier wood burns more efficiently, burning wet wood reduces heat output and causes increased carbon emissions, more smoke, and excessive soot buildup in the chimney and on the glass of closed-combustion fireplaces. This not only lowers efficiency but also increases maintenance requirements and the risk of creosote buildup, which can lead to chimney fires.

How kW Output Works in Fireplaces

  • Fireplace Design: Freestanding closed-combustion stoves are highly efficient, directing most of the heat into the room, while open fireplaces lose much of the generated heat through the chimney.
  • Fireplace Efficiency: If a fireplace is 70% efficient, only 70% of the heat produced by the burning wood is transferred into the room.
  • Airflow & Combustion: A well-balanced air supply ensures steady heat output, while too much oxygen can lead to rapid wood consumption without additional heat gain.

Calculating the Right Fireplace kW for a Room

  1. Calculate the room volume: Length × Width × Height
  2. Adjust for insulation quality:
    • Well-insulated: ~0.04 kW per cubic meter
    • Average insulation: ~0.05 kW per cubic meter
    • Poorly insulated: ~0.06 kW per cubic meter
  3. Account for fireplace efficiency: Divide the total kW requirement by the efficiency rating to get the actual fireplace size needed.

Key Takeaway

Burning dry wood ensures higher efficiency, lower emissions, and cleaner operation. Wet wood not only produces less heat but also leads to more smoke, increased carbon emissions, and faster soot buildup in your fireplace and chimney. For best results, always burn properly seasoned wood!