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 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

  • 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