Frequently asked questions
WHAT YOU NEED TO KNOW BEFORE PURCHASING
Which pellets would you recommend purchasing?
Our advice is to only use certified pellets. The most widely recognised and trustworthy quality-driven certifications on the market are EN Plus, Din Plus, O-Norm and Pellet Gold. Pellets that have one or more of these certifications guarantee conformity to European reference regulations regarding the quality of the pellets (EN 14961-2 class A1 or A2) and guarantee optimal calorific value and low-ash residues. It is therefore a pellet that heats well and soils the stove or fireplace very little.
What would happen if I were to use non-certified pellets?
When low-quality pellets are used, the stove gets dirty very quickly and therefore needs to be cleaned on a more frequent basis. With low-calorific value pellets, the stove is unable to achieve the productivity declared by the manufacturer and subsequently it burns great quantities of pellets without heating the ambient sufficiently. On the contrary, should you burn pellets with a particularly high-calorific value, e.g. dark-coloured pellets such as those made from oak wood, the internal parts of the combustion chamber will become deformed and must be replaced. The replacement of damaged parts is not covered by the warranty, should suitable pellets not have been used, as specified in the instructions for use.
What is a puffer and why is one recommended for use with hydro-stoves?
The puffer represents a type of hot water “reserve” to be used for both heating and sanitary purposes. In the event of heating only, it stores the excess hot water produced by the hydro-stove and releases it into the radiators when necessary. In the event of heating and the production of domestic hot water, the puffer is recommended as it allows for a constant and instantaneous supply of large quantities of hot water, even when the stove is switched off. The puffer is indispensable if solar panels are used together with the hydro-stove, or if an under-floor heating system to be powered by the hydro-stove is present. Pegaso sells puffers and storage cylinders under the RED brand.
Cost-effective heating: are pellets cheaper?
On a like-to-like basis in terms of heat produced, pellets are cheaper than fossil fuels (about 25% less than methane and two times less than diesel fuel) and over the years its price has not undergone the same sharp swings that occur with the by-products of oil. This is why switching to a pellet-based heating system can definitely be cost-effective.
Corner stoves: which solutions are available for corners?
For a corner installation, a round shape is just what you need. The Pegaso range comprises a wide selection of round stoves, both pellet- and wood-fuelled.
Do you require clarification before purchasing the product or do you need to know the appropriate accessories to be fitted?
Our retailers are at your disposal to clarify any doubts.
Can I buy directly from Pegaso?
Pegaso products are only sold through a network of specialised retailers or local distributors, who are able to guarantee correct installation and a direct after-sales service. It is therefore not possible to buy the end product, accessories or spare parts directly from us.
Can I buy Pegaso products online?
There are a number of online websites that stock our products; however, these are not always authorised retailers. If the stove or fireplace purchased online is not installed by an authorised Pegaso technician, the warranty may be declared null and void.
Where can I find the prices of Pegaso stoves?
Pegaso has chosen not to publish the prices of its stoves. The price of the product makes up only part of the final quote. To this cost, a number of different elements will be added; these vary greatly depending on the installation circumstances in question. In order to be able to provide the most transparent and realistic price possible, a technical inspection is recommended, to enable us to identity the most suitable product and take account of all of the details. Click here to request a free, no-obligation visit.
INSTALLATION AND MAINTENANCE: WHAT YOU NEED TO KNOW
Pellet stoves: how are they installed?
The installation is only the last stage of a thorough analysis process of the state of things and heating needs of the client. It must only be carried out by a qualified professional to ensure compliance with current regulations and the manufacturer’s instructions, along with the exclusive use of suitable materials. As this is a delicate product involving important safety issues, DIY is definitely not an option.
Do I need to have an air inlet inside the room where the stove or fireplace is installed?
The air inlet inside the room of installation is required to enable the flow of oxygen necessary for correct combustion and to maintain a level of pressure within the room, so as to guarantee perfect draught along the flue. If it is not possible, or you do not wish to have an air inlet inside the room, you may prefer to choose “sealed” stoves, which work by only extracting oxygen from the outside.
Is it possible to install a pellet stove without a flue?
The installation of a pellet stove with only a wall flue pipe outlet is highly not recommended. Above all, this would involve an installation that does not respect the legal standards in several European countries, with regard to both legislation pertaining to safety, as well as to that of an energy and environmental character. Secondly, wall installation without a flue is harmful to health, leading to a deterioration in the level of hygiene and environmental protection. Moreover, the warranty of products installed in such a way is declared null and void by all manufacturers, as both the quality and performance of the product are compromised and safety hazards are created.
How do I clean the interior of a pellet stove?
Pellet stoves guarantee an extremely small quantity of ash, especially when certified pellets are used. For this reason, cleaning the firebox is incredibly simple, which must be performed more or less every 1-2 days. A normal vacuum cleaner is usually enough to remove the ash. If there is scaling, the brazier must be removed from its seat and all the holes and the grate must be thoroughly cleaned.
How do I clean the stove or fireplace glass?
Normally, if installed correctly, just a small quantity of ash is deposited onto the glass, which can be easily removed with a dry brush. When scaling occurs, you may use a neutral glass spray that contains no abrasives. However, it should be used in small quantities and must not be sprayed on the stove’s painted parts or on the ceramic fibre seal of the fire door, as these parts can be easily damaged.
What is annual special maintenance and who must I contact for this?
Once a year, usually at the end of the winter, you are required to contact a qualified technician for annual special maintenance. This is an operation that is required by law and includes cleaning the flue, checking the seals, removing all residues from internal stove parts and checking smoke emissions and electro-mechanical components. For this type of maintenance, you are always advised to contact an authorised Pegaso service centre.
I AM ALREADY A PEGASO CUSTOMER AND HAVE A QUERY
I need to purchase a spare part, who should I contact?
Original Pegaso accessories and spare parts cannot be sold directly to private parties; they must be exclusively requested via a store or service centre, which can then pass the order on to the company. As for common spare parts, such as the ceramic cladding, the brazier or the gasket for the pellet stove door, we recommend contacting the store where they were purchased or, failing that, any authorised Pegaso retailer.
As for spare parts such as spark plugs, the motherboard or other internal mechanical or electronic parts, we always recommend contacting your local technician, who, as well as placing the order, will also be able to replace the part and perform any tests.
How does the warranty for a stove or fireplace work?
Pegaso products are guaranteed for two years from the date of purchase according to the sales receipt. The warranty covers the replacement or free repair of parts recognised as faulty at source due to manufacturing defects. The warranty does not cover parts subject to normal wear and tear, such as gaskets, glass, and any parts which can be removed from the firebox. The warranty is declared null and void if the product is not installed and tested by a specialised installation technician, and according to the detailed instructions included in the instruction manual supplied with the product.
I can detect a strange paint odour after switching on my new stove. What can I do?
The smell is due to the bonding of the paint’s colour, which takes place the first time the product is turned on at high temperatures. The smell will go away entirely after turning on the product 2-3 times, it is completely harmless. Simply ensure that the room is well-ventilated so that it goes away without causing any further problems. Moreover, we also recommend loading a significant quantity of wood, or powering the stove on full power for several hours in the first two to three days after purchase. This way you can reach a temperature, which accelerates the paint bonding process.
I think that my stove or fireplace is not heating up enough.
The causes relating to the production of insufficient heat may be the result of using unsuitable pellets, a product that has been incorrectly sized with respect to the volume of the ambient to be heated, or non-compliant installation, which does not guarantee efficient combustion. To identify the precise cause, you will need to contact your local technician.
The glass inside my stove regularly turns black, why is this?
If installation is carried out correctly and the correct combustion materials are used (pellets or wood), the combustion residues are dispersed via the flue and the stove or fireplace glass should not be subject to any type of encrustation, besides light ash residue. Your local technician will be able to identify the precise cause, should dirt build up more frequently on the glass.