Frequently asked questions

The ash pan should be emptied daily under intensive use. For more information, see the Maintenance section (Services / Maintenance menu).

Yes. The glass should only be cleaned when it is completely cold. Products specifically designed for ceramic glass can be used. Do not use harsh or abrasive products that could stain or damage the glass.

See the Maintenance section (Services / Maintenance menu).

Troubleshooting steps:

• Check that the unit is plugged into a power outlet.

• Check that the power switch on the unit is turned on.

• Check the pellet supply.

• If it still does not work, please contact our technical support team (Tel. 2600 4614 or via email: info@vivionhaus.com).

Check the display for the error code, refer to the troubleshooting section in the user manual, and identify the issue. If you are unable to resolve the problem, please contact our technical support team (Tel. 2600 4614 or via email: info@vivionhaus.com).

Using high-quality pellets is crucial if you own or are considering buying a pellet heater. Low-quality pellets can cause performance issues and reduce the overall lifespan of the heater and its installation.

These issues arise because low-quality pellets contain moisture and higher amounts of elements such as chlorine, sulfur, or potassium than recommended by international standards. On the other hand, high-quality pellets provide greater efficiency and cost savings.

To ensure optimal quality, you should purchase pellets with consistent technical properties; we recommend choosing pellets with a certified quality seal.

European standard EN 14961-2 (solid biofuels – Pellets) was updated by UNE-EN ISO 17225-2:2014, establishing three quality tiers based on technical specifications: ENplus A1, ENplus A2, and ENplus B, with A1 representing the highest quality.

Class A1 consists of pellets made from virgin wood and chemically untreated wood residue, featuring low ash, nitrogen, and chlorine levels. Fuels with slightly higher ash, nitrogen, and/or chlorine levels belong to Class A2. Class B permits recycled wood and industrial wood residues, provided they are chemically untreated, and strictly adheres to maximum limits for heavy metals.

Choosing the right model depends on several factors: ceiling height, home insulation, window/door layout, and flooring type. Please contact our technical support team for personalized advice.

Yes, you may install the unit yourself by following the installation manual; however, doing so will void the warranty. We strongly recommend installation by a specialized technician. Contact us to consult with our technical team.

Before the first lighting:

• Verify that flue pipes are correctly installed (properly positioned, sealed, and airtight).

• Ensure vermiculite panels are in optimal condition.

• Check that firewood is completely dry and free of treatments (paint, varnish, glue, etc.).

• Ensure adequate air turnover in the room where the unit is installed.

• During the first 4 to 5 uses, avoid overloading the combustion chamber and keep the stove burning continuously for 6 to 10 hours.

• Initial burns may release faint odors as metals adapt to high temperatures.

Lighting instructions:

• Build a traditional fire using small kindling and paper.

• If your model includes an ash drawer, open it slightly and keep the grate clear to boost airflow. Set the air control damper to maximum. Light the fire, let a small flame form, and close the door.

• Ensure the fire builds a solid bed of embers.

• Once established, gradually add larger logs.

Never use petroleum products, gasoline, lighter fluid, kerosene, or alcohol. These products release hazardous gases that can cause severe damage or injury.

Yes. The glass should only be cleaned when completely cold. Products specifically formulated for ceramic glass may be used. Avoid harsh or abrasive cleaners that could scratch or stain the glass.

Stoves feature a removable ash drawer that should be emptied regularly. We recommend leaving a 2 to 3 cm bed of ash to build subsequent fires on top.

Yes. Clean the exterior using a duster or a slightly damp cloth. Any scratches can be repaired using high-temperature touch-up paint. Do not clean with excessive water or abrasive products, as they can damage the finish.

Maintenance should be performed at least once a year, ideally at the end of the heating season, alongside a pre-season inspection. This process includes inspecting and thoroughly cleaning the unit and flue pipes to remove accumulated ash and soot.

Maintenance is essential to ensure safe, proper operation and extend the lifespan of the equipment.

Yes. We supply original replacement parts for all the equipment we carry. For assistance, contact our technical team (Tel. 2600 4614 or via email: info@vivionhaus.com).

• The glass can only break due to physical impact (such as slamming the door or striking it with a log). The panels are made of high-grade ceramic glass capable of withstanding thermal shocks up to 750 °C.

Yes, due to mechanical impact or standard wear and tear. The vermiculite panels lining the firebox provide excellent thermal insulation, uniform heat dissipation, and superior heat retention. If any panel or brick is damaged or worn out, it must be replaced immediately. We carry all original replacement parts.

For non-traditional construction, please consult our specialized technicians for custom installation recommendations (Tel. 2600 4614 or via email: info@vivionhaus.com).

Set the ambient temperature between 21°C and 25°C. The recommended setting is 25°C during summer and 21°C during winter.

Professional maintenance should be performed at least once a year to ensure peak efficiency and prolong system lifespan. Clogged filters and dirty coils impair performance and increase power consumption. Air filters are simple to remove and should be cleaned every two weeks, or at least once a month.

To control indoor humidity, most units feature a dedicated dehumidification mode (DRY) on the remote control, which pulls moisture from the air with minimal cooling effect.

The refrigerants used are non-toxic and engineered for low environmental impact. We are committed to utilizing eco-friendly refrigerants, such as R-410A, to minimize environmental footprint.

Yes. The outdoor unit requires a condensate drain line installed in accordance with the user manual and applicable regulations.

Yes. The system features integrated Wi-Fi, allowing you to control and manage settings remotely via the mobile app before arriving home.

Yes. Please inquire about our delivery zones and minimum order requirements.