Questions and Answers

Listed below are some of the more frequently asked questions we receive. If you can not find an answer to your query, please call our helpful Customer Services team on NZ Freephone 0800 161 161 or email us for assistance.

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  • Do I need to get my Regency fire serviced?

    Yes. An annual service call by an approved Regency Service Agent is recommended. This will ensure your Regency continues to bring warmth and comfort to your home for years to come.

  • How can I find the model or serial number?

    What is my model number: You can find the model number on your invoice or on the front cover of the installation manual. The model number is also on the serial number decal.

    Where is my serial number: You can find the serial number for your unit on the decal attached to your fire.  

    Serial Number Decal Location: Regency Freestanding Gas Fires have a serial number decal on the rear panel of the unit or have a serial number decal on the inside of the drop down pedestal door. Regency Fireplaces & Inserts have the serial number decal on a plate which is located inside the bottom of the fireplace behind the bottom louvre or fascia. Open or remove the bottom louvre / fascia."

  • How can I get my Regency fire serviced or fixed?

    You will need to contact the Regency retailer where you purchased your fireplace or a Regency retailler in your area. Please click here to find your nearest Regency retailer. Alternatively contact the distributor, Aber on 0800 161 161 for details of your local Service Agent.

  • How do I clean my glass?

    It is very important to clean your glass after your fireplace has cooled down. Please refer to your installation manual for detailed instructions.

  • How do I find an authorised Regency Retailer?

    Please visit our retailer locator to find a Regency retailer nearest you.

  • I lost my manual, where can I get a new one?

    All Regency manuals can be downloaded on our website. Make sure you select the correct manual for your appliance. The model number and serial number can be found on the decal attached to your unit.

  • Is there a technical support line at Regency I can call?

    Regency offer technical support to their authorised retailer network.   If you have a question, please contact your local Regency retailer. Alternatively contact the distributor, Aber Living on 0800 161 161 for details of your local retailer.

  • What is the warranty on my fireplace?

    Regency offers a Limited Lifetime Warranty on all fireplaces.  The details of your warranty can be found in your owner’s manual.

  • Where can I buy replacement parts or accessories for my Regency?

    You will need to contact the Regency retailer in your area. Please click here to find a Regency retailer nearest you.

Gas Fireplaces

  • How to calculate the kW required to heat a room

    The size of the fire you require is determined by the amount of heat lost in the room and the temperature you want to maintain. 21° Celsius is a typical comfortable temperature for a home. A well-insulated room, that also has any excessive air gaps sealed, helps reduce your heat loss (check your floor, ceiling, door frames and windows). The amount of free heat from the sun also comes into play, but we need heating at night and all the sun's heat has been and gone by then.

    The general rule of thumb is 1kW will heat approx. 10m², however there are many factors that can alter this.

    1kW = 1,000 Watts

    Below are the three main types of houses, that have varying heat loss factors

    • A poorly insulated home may lose up to 100 Watts of heat per m²
    • A typical NZ home has a wooden frame, a tin roof, a raised floor, wooden windows, and modest insulation. This home may lose up to 80 Watts of heat per m²
    • A new build home is generally very airtight and has excellent insulation. This home may lose up to 50 Watts of heat per m²

    For example, a medium room with modest insulation, heat loss factor of 80 Watts per m² and a floor space of 75m², will require 6,000 Watts to heat. Therefore, our range of 6kW or more fires will be required to heat this space.

    Alternatively, our larger gas fireplaces with with a heat output of 10kW or more will heat an area with a floor space of up to 125m².

    Regency always recommend a site check of the home by a certified fire installer before installation.

  • Can I add accessories later?

    Yes. You can change the way your fireplace looks any time in the future. Change the fascia, louvres and more. Simply locate the fire you own in the Product section of the website and select 'Customise Your Fire' to see the options available. The range of Regency accessories makes it easy to change the look of your fireplace to match your new décor.

  • Can I adjust the flame height on my fireplace?

    Yes. All Regency gas units come with either a manual adjustment or an optional flame control remote allowing you to adjust the height of the flame and the heat generated by the fireplace.

  • Can I adjust the heat output of Regency gas models?

    Yes. Every Regency gas model is equipped with a valve adjustment that allows you to turn down the heat output by up to 50%, providing you with a wide range of heat for a wide range of temperature conditions. So if you want to enjoy your fireplace in the middle of the summer, simply turn down the valve so that you won't overheat your room!

  • Can I change the look of my fireplace?

    Yes.  You can give your Regency a “facelift” with the many optional features and accessories offered.  Use the customise feature to design your fireplace.

  • Can I convert my Regency gas unit from LPG to Natural Gas and vice versa?

    Yes, it is possible to convert the fuel of your Regency gas unit to either LPG or Natural Gas.  Please contact your local authorised Regency retailer for complete details. installation of the conversion kit must be carried out by a qualified gas fitter.

  • Can I burn wood or other materials in my Regency gas fireplace?

    Only burn the fuel that your unit has been designed for. Burning anything else is a fire hazard and will void your warranty.

  • Can I convert my existing gas fireplace to a wood burning fireplace?

    No. All gas units are tested and certified to burn Natural Gas or LPG only.

  • Can I cook food on Regency products?

    The top surfaces of Regency stoves get hot enough to boil water or keep soup simmering. However, you should never try to cook food on open flames, since you risk damaging the logs or other equipment, and you will void your warranty. You should also never operate your Regency gas fireplace with the glass removed or the door open.

  • Can I install an LCD or plasma TV above a Regency gas fireplace?

    Clearances to combustibles around and above fireplaces is not the same as clearances to TV’s and other electronic appliances. Televisions and electronics in general are manufactured and assembled using many variations of materials and are subject to damage from far lower temperatures than wood etc. Many of these materials can be affected by temperatures far lower than those approved and considered “combustible”.

    To be safe when determining what clearances are required from a TV or other electronic device to a fireplace, you should find out from the manufacturer/distributor of the component, not the fireplace. Clearances to combustibles around and above a fireplace can be well within certified specs but could still possibly be too close for TV’s and other electronics.

  • Can I set my fireplace to shut off when the room reaches a certain temperature?

    Yes. A Programmable remote control or thermostat will give you this feature. A programmable remote control or thermostat will monitor the temperature in your room and can be set to turn on or off to maintain a certain room temperature.

  • Can the glass on my fireplace be removed?

    The glass on your Regency gas fireplace should only be removed when the fire is turned off and the unit has cooled down to room temperature. The fireplace must not be operated without the glass door securely installed.

  • How do I pair the FireGenie Remote ID with the Control Box?

    The video below applies to following Regency Fireplaces:
    GF900L, GF900C, PG33, PG36, PG121, IG34, IG35, FG38, FG39

  • How do I control the fan?

    The fan is controlled by a dial (located on the top left-hand side of the faceplate for inbuilts, on the control panel for freestanding fires, and on fireplaces the controls are mounted on the louvres) which turns the fan on and off and allows you to adjust its speed. In addition to the switch, the fan is hooked up to a thermostat, so that it only operates within a predetermined temperature range. The advantage is that the Regency fan will never blow cool air, even if you leave it on after you turn off your appliance. Once the fireplace cools down to a certain temperature, the thermostat will shut off the fan.

  • How often do I have to clean the vent?

    Please consult our care & tips section for details on inspecting and maintaining your Regency fireplace, or contact your authorised Regency retailer to schedule a service call.

  • How often should I clean my gas fireplace?

    The cleaning of your fireplace depends on the usage of your fireplace. Please consult our care & tips section for details on inspecting and maintaining your Regency fireplace.

  • The glass on my fireplace is unsually hot. Should I be concerned?

    It is normal for the glass on a fireplace to reach extremely high temperatures. Always use caution when near the fireplace, and supervise children in the same room as the appliance. Keep flammable materials such as furniture, clothing, and draperies away from your unit. Barriers such as screens can reduce your risk. Contact your local Regency retailer for more options.

  • Why do I have blue flames?

    This is normal in the first few minutes of operation. However, if blue flames persist for more than 30 minutes contact your Regency retailer for assistance.

  • What is Cool Wall Technology?

    Regency's City Series of fireplaces feature Cool Wall technology. This technology allows you to put a TV or artwork right above the fireplace, as the cavity behind the gas fire stays cool. To see the benefits of the City Series Cool Wall system, look at this video. To further understand how the system works, and the various venting options, see this video

The Future of Gas in New Zealand

  • Can I still connect to natural gas or LPG?

    Yes, you can still connect to both. In its final recommendations to the government, the Climate Change Commission has not proposed a ban on new gas connections from 2025 but instead recommend the government sets a date, once a national energy strategy is developed and there is more clarity around the contribution future gases can make in decarbonising New Zealand’s energy supply.

  • Will natural gas be turned off in the next few years?

    No. Natural gas and LPG will continue to be delivered to connected consumers until we’ve fully moved to new low and zero-carbon gases, likely to be by 2050. We envisage that future gases such as green hydrogen gas, biogas and bioLPG will start being introduced or blended with existing gases in the next 3-5 years.

  • Will gas prices increase substantially in the coming years?

    Moving to renewable energy is likely to increase the cost of all types of energy. Renewable gases are likely to be more expensive than today’s gas, but gas energy is expected to remain good value and competitive with renewable electricity.

  • Can I buy a new gas appliance with confidence?

    Absolutely. If you currently own an appliance that uses natural gas or LPG, you can have confidence that you’ll be able to use it for its expected lifetime (typically up to 15 years). Blending gases will be an important part of our journey as we scale up to low and zero-carbon gas energy, and most modern gas appliances are already able to run on a blend of natural gas and renewable hydrogen gas (up to 20%) or biogas. Newer compatible appliances will become widely available as we move towards a more renewable gas energy future.

  • What will happen to my gas BBQ?

    No worries there. For now, you can keep using your gas BBQ and buying LPG bottles. In the future, you’ll be able to use bioLPG instead of LPG to fuel the barbie and help us bring about a zero-carbon Aotearoa. Or, you may even be cooking up a feast on a hydrogen BBQ – you’ll still get that sizzle and your sausages and steak will be that bit juicier because the only emission is water!

  • When will new renewable gas energy be available?

    In New Zealand, we expect future gas blending trials to begin as early as the end of 2021, with the goal of introducing blended gas energy by 2025. Existing natural gas and LPG will continue to be delivered to consumers as the blends increase towards 100% future gases by 2050.

  • Who are the main users of gas energy in New Zealand?

    430,000[1] Kiwi households use gas energy every day for cooking, hot water and heating. Natural gas also currently powers over 19,000[1] businesses and industrial users such as restaurants, hotels, hospitals and steel makers. Natural gas is also used to generate around 14%[2] of electricity annually when renewables cannot meet peak demand – that's when the lakes are low, the wind isn't blowing and the sun isn't shining.

  • How much does the direct use of gas contribute to New Zealand’s CO2 emissions?

    Currently, Kiwi homes (directly using gas energy) produce less than 1%[3] of New Zealand's total greenhouse gas emissions.

    [1] Gas Industry Facts at a Glance, 2019 (Gas Industry Co Ltd) [2] MBIE electricity generate year to Mar 2021 [3] MoE New Zealand Greenhouse Gas Inventory 1990-2019, May 2019