You may be experiencing a flooded wick, which happens in about 1 in 100 refills.

Fix: Ball up a paper towel (golf ball size) and place it between the drum and the wick while lit. This draws out excess wax.

👉Watch a video demo here

Don't worry!

• If it's still wrapped in paper, place it in the drum as-is and light it normally.
• If unwrapped, place the pieces into the drum like a puzzle. It will still burn safely and evenly.

👉 Watch our video guide here

Each refill gives you up to 8 hours of burn time.

You can relight and extinguish it as many times as you like, just wait for the wax to cool and solidify before relighting.

This makes it easy to use in shorter sessions without waste, a strong benefit over single-use fuels.

Do NOT use water or liquid to extinguish.

Only use the provided metal lid and slide it on from the side to prevent flame spread. Allow to cool fully before handling.

Wait 1 hour for it to cool and the wax to solidify before moving.

Wax gives a clean, smokeless, spark-free flame without wood or mess.

We use 100% biodegradable vegetable wax from certified suppliers, safe to store, relight, and dispose of.

It's part of what makes Eco Fuego modern, low-maintenance, and sustainable.

Simply light the visible centre wick.

You will achieve full flame at around 5-30 minutes of burn time.

If your fire doesn't reach full flame quickly, you may have a flooded wick (see above for fix).

No, due to the flame's strength, we do not recommend cooking over it.

It is primarily a decorative and warming flame, not a cooking surface.

We do not recommend it as they could tip over. Once they are placed into our 'burner' they are more secure and much safer.

Our genuine refill fuel is to be used with our own genuine fire pit products & accessories. Not to be used with anything else, and you can find our genuine fire pits, accessories & fuel here on our website!

Eco Fuego uses 100% biodegradable vegetable wax, sustainably sourced from audited suppliers.

It's safe, clean-burning, and eco-friendly.

This is normal.

Hairline surface cracks or bubbles may appear after first use due to temperature changesjust like a pizza oven or chimenea.

They are cosmetic only and don't affect performance.

To minimize heat stress:

• Extend the legs to increase airflow.
• Use the drum insert to contain heat at the centre.

Darkening around the rim is natural and won't be visible once the tabletop lid is back on.

Yes, but treat it like a real fire.

Always supervise children and pets, and place the fire pit on a stable, heat-safe surface away from reach.

The unit gets hot, so allow it to cool fully before touching or moving.

Yes.

We recommend placing your fire pit on a heat-resistant tile or our El Fuego Base, especially on decking, wood, or grass.

Only move the fire pit once it's fully cooled and wax is solid.

No. Burning indoors or in enclosed spaces is not safe due to fire risk and combustion fumes.

Only use your fire pit outdoors in well-ventilated areas.

Do not use it.

If your refill has been exposed to water or any liquid, it is unsafe to light.

Wet wax can spit flame dangerously. Always keep refills dry and protected from the elements.

Warranty Registration:

Head to our Warranty Registration page and fill out the form. Once submitted, your 1-year warranty is active. Make sure to complete all fields and accept the terms.

Returns:

We offer a 14-day return window (Mainland UK only).

• If the item is faulty, return shipping is free.
• If you've changed your mind, return shipping will be deducted from your refund.

Email customercare@ecofuego.com to start the process.

Please fill out our Trade Application form or email customercare@ecofuego.com with:

• Your store name and contact info
• Brief info on your business
• What you're looking to stock

We'll reply within 7 working days.