Aftercare
How we stand behind the work
A fireplace is not a small thing to put in your home. You should know who made it, who fitted it, what comes with the fire, and how to look after the stone once it is in the room.
Made by a manufacturer, not passed through a chain
Sontuoso Stone trades as Heartlands Marble. The important part for you is simple: you are dealing with the people who make the stone. If there is a question about the surround, hearth, material choice or fitting route, it comes back to the same family business that planned the job with you.
That does not mean every answer is instant. Stone is a natural material, and fires and stoves have their own product rules. It does mean you are not left trying to work out whether to call a showroom, a supplier, a fitter or a manufacturer. Start with us. We will look at the issue and point it in the right direction.
Fire and stove warranties
Fires and stoves are made by their own manufacturers. Those products normally come with manufacturer warranty terms, and the details vary by brand and model. We will confirm the relevant terms when you choose the product, and we can help you understand what information you need to keep after fitting.
Gas work is different from stonework. Where a gas fire is part of the job, Lewis handles the gas work. He is Gas Safe registered. You should keep any commissioning paperwork and product documents in a safe place, because those are often needed if you ever have a warranty question or service query.
Caring for marble and stone
Marble and stone are practical materials, but they are not plastic. Treat them like a natural surface. Wipe dust with a soft cloth. Clean marks with a mild cleaner that is suitable for stone. Avoid bleach, acidic cleaners, abrasive pads and anything that promises to cut through limescale or heavy grease. Those products can be too aggressive for polished stone.
If something spills, wipe it up rather than leaving it to sit. Be careful with wine, citrus, vinegar, harsh fire-cleaning products and strong dyes. Do not drag heavy objects across a hearth or table top. Lift them. If you are placing ornaments, log baskets or fire tools near the stone, use felt pads or another soft barrier where needed.
Some materials may be sealed or treated depending on the stone and use. Do not reseal or polish the surface with a general household product unless we have told you it is suitable. If you are unsure, send a photo and ask. It is easier to avoid damage than to repair it.
If something needs attention
If you notice a mark, movement, chip or issue with the fire, contact us with clear photos and a short note. Include where the issue is, when you first noticed it and whether anything changed in the room. For a fire or stove, include the model name if you have it. For gas issues, stop using the appliance and speak to a qualified Gas Safe engineer if there is any safety concern.
We will not ask you to diagnose the problem yourself. We need enough information to work out the right next step. Sometimes that is care advice. Sometimes it is a product warranty route. Sometimes it needs a closer look. The aim is to deal with it plainly and without sending you in circles.
Common questions
What warranty comes with a fire or stove?
Fires and stoves usually carry manufacturer warranty terms. The exact term depends on the product, so we confirm it with you before you order.
How should I clean marble?
Use a soft cloth and a mild cleaner suitable for natural stone. Avoid harsh chemicals, abrasive pads and acidic cleaners.
Can marble stain?
Marble is a natural material and can mark if spills or harsh products are left on it. Wipe spills promptly and ask before using an unfamiliar cleaner.
Who do I contact if something does not look right?
Contact Sontuoso Stone with photos and a short description. We can then advise on the next step.
Have an aftercare question?
Send photos and a short note. We will help you work out the right next step.