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Delivery is FREE for metro Melbourne.

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Your item must be in its original unused condition to be returned, unless there is a manufacturer defect.

Please read the return, refunds and exchanges policy here

Your heater and all parts inside the heater have a 1 year warranty.

If you have used an illusion or ultimate subcontracted plumber for installation, you also have a 1 year warranty on installation also.

Your firebox has a 10-year warranty.

1. The batteries inside the receiver box (x4 AA) will likely need changing. It is suggested you change your remote & receiver box batteries every 6-12 months and preferably remove the batteries from the receiver box during the summer months to avoid corrosion of the receiver box.
2. If you have a receiver box with either a “LEARN” or “PRG” button and the remote still does not respond once you have changed the receiver batteries you will need to resynchronize your receiver to your remote control by pressing corresponding button on your receiver box.
3. Here is a helpful video link with step by step instructions on how to correctly change the batteries in your remote and receiver as well as the resynchronize process.

Please note while the equipment may be different to what you have, the process is still the same

https://www.youtube.com/watch?v=d7WncDUKdfA

Rechargeable batteries are not recommended.

Our recommended brand of battery is VARTA long life which can be purchased from Bunnings Warehouse in a bulk packet.

Energizer and Duracell batteries are not recommended as they can swell with heat and not last as long.

*If your receiver box and remote control still are not speaking to each other once both sets of batteries have been changed please submit a service enquiry  to be contact for an appointment.

1. Please check that your isolation switch is turned ON (this is usually located near the fireplace and can be on a power point on its own or a power point that already exists placed in the middle)

2. The fan control position inside the control panel is pointing to “OFF”, turn the dial around to one of the 3 speed settings.

3. There is no power supplied to the heater to run the fan.

*If the above options have all been checked and your fan still will not turn on it is suggested a qualified Illusion technician attend site to check the fan. Please submit a service enquiry to be contacted for an appointment.

1. Please ensure your pilot light knob is pointing to the “PILOT” position whilst trying to light your pilot light.
2. If holding your “PILOT” knob down for 15 seconds and then striking the red igniter button does not work, try pumping the “PILOT” knob continuously whilst also striking the red igniter button.
3. There could be air or a blockage in your gas line.
4. If you are on LPG and your bottle runs out whilst the pilot light is on, your gas line will likely need to be bled for any air in the gas line and then a new bottle connected in order to relight your pilot light.

Here is a helpful video link on how to relight your pilot light on your Illusion Gas Log fire: https://www.youtube.com/watch?v=vpEgS3ces6w

*If the above steps have been followed and you are still unable to relight your pilot light please submit a service enquiry to be contacted for an appointment.

1. Please ensure your pilot light knob is pointing to the “ON” position and not the “PILOT” position.
2. Please refer to “My remote won’t turn my fireplace on” troubleshooting questions if using via remote.
3. Check if you can turn your heater on manually via the receiver box by moving the switch to the ON position; if your heater is turning on manually via receiver box please try resynchronizing the remote control again.
4. If you have a fascia switch and the burners are not responding to the fascia switch it may need replacing.
5. If this is a new installation and the pilot is lit and the burners are not turning on please refer to the wiring video to ensure the fascia switch has been wired correctly (https://www.youtube.com/watch?v=uiTxkfkUOUA&t=4s)

*If the above steps have been followed and you are still unable to turn the burners on please submit a service enquiry to be contacted for an appointment.

1. Please ensure the wiring for the remote/receiver OR fascia switch has been completed correctly. In most cases the burner will not turn on if a connection has been made incorrectly.
2. This video will show how to correctly wire the fascia switch and or the remote control: https://www.youtube.com/watch?v=uiTxkfkUOUA&t=4s
3. Please only hook up ONE of the TWO options to turn the heater on. For example, if you have a remote control only wire the remote control or only wire the fascia switch, connecting both can counteract each one and cause the fireplace not to turn on.

*If the above steps have been followed and you are still unable to turn the burners on please submit a service enquiry to be contacted for an appointment.

This is a signal from the receiver box to advise the batteries are getting low and require changing.

*If you have changed the batteries and are still hearing a beep from the receiver box please submit a service enquiry to be contacted for an appointment.

• As the fan is run by a heat sensor which turns itself on once certain temperature has been reached the heat from the pilot light combined with warm weather outside resulting in the temperature rising inside your home can trigger the fan to turn itself on. This is not dangerous or cause for concern in fact the heat sensor is doing its job correctly.
• You may also find this can happen if your fireplace has direct sunlight on it during warmer weathered day.
• This can also happen if you have an outdoor weather casing which gets direct sun light during the day, each of the above points can result in the fan turning on by its self.
• You can turn your isolation switch located near the fireplace to the OFF position if you like so this does not happen BUT remember to turn it back on when using the gas log fire.

*If for any reason you notice your fan turning itself on and off during the day and the weather is cool outside as well as cool inside your home please submit a service enquiry to be contacted for an appointment.