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Frequently asked questions

We supply a curated range of Ethanol fireplaces and burners, Electric infrared heaters, Outdoor and indoor heating solutions, Built in freestanding and wall mounted fireplace systems.

We work with an established, certified manufacturer and only offer products that meet recognised safety and performance standards.

Answer 2

Yes. All products supplied by Natural Choice are tested and certified in accordance with relevant international and regional safety standards, which may include UK, EU, US, or Australian certifications depending on the product.

We do not sell uncertified or noncompliant heating appliances.

Many of our solutions are designed with energy efficiency and reduced environmental impact in mind. This includes clean burning fuels, electric infrared technology, and systems that minimise heat loss.

Environmental performance varies by product, and we can provide guidance based on your priorities.

Yes. Many Natural Choice products are suitable for hospitality, retail, and commercial environments, subject to correct specification, installation, and usage patterns.

Commercial usage may require higher capacity models or additional compliance considerations.

If you require further information and assistance selecting the right product, or have any other queries, our team is available to help.

You can contact Natural Choice by email or phone, or by using the chat icon located at the bottom right hand side of the page. We will be happy to support you where possible.

Yes. EcoSmart Fire products have undergone extensive testing and comply with multiple international safety standards. They are:
UL Listed in the United States
Certified for the UK and EU in accordance with EN16647
Compliant with the ACCC Safety Mandate in Australia

These certifications confirm that the fireplaces meet strict safety and performance requirements across major global markets.

EcoSmart Fire ethanol fireplaces are ventless, which means the heat they generate remains in the room instead of being lost through a chimney or flue. This design improves heat retention and fuel efficiency, increasing the overall warming effect.
However, while they do provide noticeable warmth, these fireplaces are not intended to serve as a primary heating system. For detailed heat output information and suitability, users should refer to the burner specifications outlined in the product manual.

EcoSmart Flex fireplace inserts are primarily intended for new builds or newly designed fireplace installations. They are not generally designed to retrofit or remodel existing masonry or gas fireplaces.
That said, installation may be possible if the existing fireplace dimensions align exactly with the insert specifications. For conversions of existing fireplaces, EcoSmart recommends using standalone ethanol burners instead.
Before any conversion, it is essential that:
The existing flue is fully sealed
All gas or utility connections are formally disconnected by the relevant suppliers.

Unlike gas or traditional wood burning fireplaces, EcoSmart Fire ethanol inserts do not require ventilation, a gas supply, or an electrical connection. This removes the need for multiple subcontractors and significantly simplifies installation.
Installation involves securing the fireplace insert into the prepared framework, completing the surrounding finish, and then the unit is ready for use. The supplied instruction manual clearly details minimum room dimensions and clearance requirements to ensure safe operation.

Technical assistance is available, and drawings can be submitted if further support is required.

Mounting a television or audiovisual equipment above an ethanol fireplace is possible, provided the heat is properly managed and the screen is adequately protected. There are three accepted approaches to achieving this safely:
Heat shielded mantel or ledge
A non combustible mantel or shelf can be installed between the fireplace and the TV to deflect rising heat away from the equipment.
Recessed installation
The TV can be set back into a niche, helping to reduce direct exposure to heat from the flame.
Setback from the flame line
Positioning the TV further back so it sits behind the level of the flame helps minimise heat impact.

Design drawings illustrating these options are available for reference.

EcoSmart ethanol fireplaces are designed to be simple and intuitive to use. Each unit is self contained, with bioethanol fuel housed securely within a stainless steel burner.
The system includes a flame regulation mechanism that controls and stabilises the fire. With a clearly defined filling area and an easy shut off function, lighting and extinguishing the flame can be done in just seconds.

Additional guidance, including video demonstrations, is available on the EcoSmart Fire operation and safety resources.

Thanks to EcoSmart Fire’s user focused design, ongoing maintenance and cleaning are straightforward. Full care and maintenance instructions are provided in the Installation, Operating and Maintenance Manual supplied with the fireplace.
Step by step tutorials and videos are also available to help users effectively clean, operate, and maintain their fireplace over time.

Ecosmart offer a full two year warranty from date of purchase on stainless steel parts including raw, linished and powder coated.
Mild steel including powder coated and chrome plated, concrete composite, glass, leather, fabric and MDF (painted or cement rendered) are covered for one year from the date of purchase.
Chips and scratches are not covered by warranty.
Natural variation in colour, texture and porosity may occur with Concrete Composite 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

To make a claim or enquire about this, please feel free to contact us.

The correct fuel choice depends primarily on whether the fireplace will be used indoors or outdoors.
Indoor Applications
For indoor settings, bioethanol is the appropriate option. It is a clean burning fuel that does not require a chimney, flue, or any form of utility connection. This makes it highly flexible from a design and installation perspective. Because of these characteristics, bioethanol fireplaces are suitable for both indoor and outdoor use.

Outdoor Applications
Outdoor fireplaces can operate on either bioethanol or gas (natural gas or propane – LP/NG). In colder environments, gas-powered fireplaces are often preferred, as both natural gas and propane can deliver up to 65,000 BTUs of adjustable heat, allowing outdoor spaces to be used comfortably throughout the year.
It is important to note that gas fireplaces are not suitable for indoor use.

Fuel consumption depends on how frequently and how long the fireplace is used.
On average, 5 litres of e-NRG bioethanol will provide approximately 6 to 14 hours of fireplace operation, depending on flame settings and usage patterns.
Residential Use – Moderate Climate
In moderate climates, a typical household uses their fireplace around twice per week for two hours per session, equating to roughly 16 hours per month.
Recommended usage: 20 litres per month
Residential Use – Cold Climate
During winter or in colder regions, usage increases to about five times per week for two hours each time, or approximately 40 hours per month.
Recommended usage: 40 litres per month
Commercial Use
In commercial settings where fireplaces are in operation for extended periods—approximately four hours per day, seven days a week—fuel consumption is significantly higher.
Recommended usage: 80 litres per fireplace per month.

All forms of heating generate some level of odour whether powered by gas, wood, or electricity and ethanol fireplaces are no exception. e-NRG bioethanol fuel is derived from fermented plant materials such as sugarcane or corn, making it a form of liquid alcohol.
To ensure it is safe and unsuitable for consumption, the fuel is denatured, meaning specific additives are included. When these additives burn, a very mild scent may be noticeable when the fireplace is first lit or when the flame is extinguished. This is comparable to the brief smell experienced when blowing out a candle.
e-NRG ethanol is the only fuel recommended for EcoSmart Fire ethanol fireplaces. It is recognised for having the lowest odour levels and one of the longest burn times available. A key advantage of ethanol fireplaces is that they do not dry the air like gas systems or produce smoke like wood-burning fires.

Infrared heaters are considered a safe form of heat. The radiation they emit operates at low frequencies, unlike ultraviolet radiation or X-rays, which are associated with health risks.
HEATSCOPE® radiant heaters generate medium to medium-fast infrared waves, delivering comfortable, even warmth while producing minimal visible light.

This makes them suitable for both residential and commercial environments.

The electrical load drawn by HEATSCOPE® heaters depends on the specific model and its wattage when operating at full output:
Spot 1600W: 13.91 amps at 100% power
Spot 2800W: 12.17 amps at 100% power
Vision 3200W: 13.91 amps at 100% power
Pure 2400W: 10.43 amps at 100% power
These figures should be used when planning circuits and ensuring adequate electrical capacity.

HEATSCOPE® offers solutions tailored to a wide range of environments and project requirements, Choosing the most suitable model involves assessing several key factors:
Whether the heater will be installed indoors or outdoors, Exposure to wind, weather, and environmental conditions, The size of the area that requires heating, The intended mounting position of the unit, Availability and capacity of the electrical supply, Required safety clearances, Preferred design and colour to complement the surrounding décor.

For tailored advice, it is recommended to provide details of your space and usage requirements so the most appropriate infrared heating solution can be identified.

Correct installation height is essential to achieve maximum heating efficiency and comfort, and this varies by model.
HEATSCOPE® Vision
The Vision heater performs best when mounted between 7 and 9 feet in semi-open, wind protected environments. In spaces with higher ceilings, this height range can still be achieved through the use of HEATSCOPE® fixing extensions. To ensure long-term durability, Vision heaters must be installed in a covered location to protect them from environmental exposure.
HEATSCOPE® Spot
For the Spot model, the recommended mounting height is 7 to 11 feet, making it suitable for more open spaces. As with Vision, higher ceilings can be accommodated using HEATSCOPE® extension fixings. Spot heaters must also be installed in a covered area to prevent exposure to the elements.

HEATSCOPE® heaters are designed to be weather resistant and carry IP certification, offering protection against dust, splashing water, and wind.
Vision and Spot models are best suited to semi open, well sheltered areas, such as spaces beneath a roof or canopy, and should not be exposed directly to rain or snow.
Pure is engineered as a true all weather outdoor heater and is built to withstand wind, rain, snow, and salty air, making it ideal for exposed outdoor patios.

Installation orientation depends on the model selected:
Pure is the only HEATSCOPE® heater that supports both vertical and horizontal mounting.
Vision and Spot models are designed for horizontal installation only.

Refer to the installation manual for precise mounting instructions.

HEATSCOPE® heaters must be installed by a licensed electrician, in strict accordance with the installation guidelines and instruction manual. Self installation is not permitted.

HEATSCOPE® heaters are not supplied with a plug. Instead, they are provided with a power cable and must be hardwired into the electrical circuit.
For safety and compliance, only the supplied components or manufacturer-approved accessories should be used during installation.

HEATSCOPE® heaters are not supplied with an integrated thermostat as standard. However, they can be connected to an existing thermostat system if temperature control is required.
Compatibility and installation should be assessed by a qualified electrician, who can confirm whether your current system is suitable and ensure the heater is connected correctly and safely.

MHS Munich Home Systems GmbH / HEATSCOPE® (‘HEATSCOPE®’) warrants to the original purchaser (‘the purchaser’) of products supplied by HEATSCOPE® (‘the products’) that the products will be free from defects and/or faults in materials and/or workmanship for twelve (12) months from the date of MHS 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

To make a claim or enquire about this, please feel free to contact us