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Identify the kit as well as the fireplace
Manufacturers may offer several approved appearances for one appliance. Valor’s Legend G3 homeowner manual, for example, illustrates more than one log set. Save the appliance model, the kit name from the invoice if available, and a photo from outside the cold, closed unit. A loose piece or similarly shaped log offered online does not establish compatibility.
Describe exactly what was disturbed
Was one log cracked in place, was it lifted during cleaning, or were several pieces placed back by eye? Did someone add media that was not part of the original kit? These are different service questions. State what happened without moving the rest of the set for a better photo or starting the burner to demonstrate the flame.
Ask for the part decision in writing
The technician can compare the identified kit with its layout and parts information and explain whether an individual replacement is approved and available or a matched set is required. If the original configuration is unknown, ask how it was verified. Keep the part or kit reference with the service record so the next owner can distinguish an approved replacement from a decoration.