Support and FAQs

Original spare parts and accessories for all Jolly Mec products can be purchased:

• Through a service center
  Search for your nearest Jolly Mec service center here
• Through an authorized retailer
  Search here for your nearest Jolly Mec retailer

For all product parts, the Service Center will also perform part replacement and testing if necessary. This service is important to ensure the safety, reliability and durability of the product.

Jolly Mec is committed to ensuring:

• The availability of spare parts for all our products, up to ten years after they leave production;
• Rapid delivery to service centers of essential parts, which, in case of failure, completely stop the stove, e.g. motherboard, glow plug, flue fan, etc.; they are shipped within 24 hours after receipt of the order.

By purchasing original spare parts, you are assured of installing a part that has been tested and approved by the Jolly Mec company, which will ensure that your stove or fireplace will operate safely and efficiently for many years. In fact, all original parts are subjected to strict in-house quality tests in order to maintain product performance over time.

Parts that are unofficial or not recognized by the parent company may be apparently compatible and cheaper, but only in the short term. They could in fact be the cause of the occurrence of problems during the operation of the stove or chimney.

The odor you smell is due to the fixing of the paint color, which occurs at the first lighting with high temperatures. This smell, which will completely disappear after 2-3 ignitions, you only need to ventilate the room well to make it disappear.

If the installation was done correctly and the right fuel (pellets or wood) is used, combustion residues are dispersed through the flue and the glass of the stove or chimney should not have any kind of fouling, except for some light ash residue. Your nearest area technician will be able to verify exactly what is causing the glass to become dirtier than normal. As stated in the user's manual, you can adjust the speed of the flue extractor directly from the menu or display by turning to the menu named SET ADJUSTMENTS, increasing the value of the FLUE indication as a percentage.

Should such an alarm appear on the display, check the following possibilities:

• There is not enough fuel in the hopper: check the amount or fill the hopper, activate the pellet load menu and then empty the brazier before lighting again.
• Check for foreign objects in the pellet hopper
• Check that the door is closed properly
• Routine maintenance of the product has not been performed: clean the product according to the instructions in the manual find your product manual here
• Incorrect positioning of the brazier or smoke baffle.
• The combustion air pipe at the back of the product is obstructed, check for obstructions.
• The ignition heating element or other components are not working properly: in this case, we recommend contacting your reference technician.

Should this alarm appear on the display, check the following assumptions:

• There is not enough fuel in the hopper: check the quantity or fill the hopper, activate the pellet load menu, and then empty the brazier before proceeding with a new ignition
• Check for foreign objects in the pellet hopper.
• Check that the door is closed properly
• Routine maintenance of the product has not been performed: clean the product according to the instructions in the manual find your product manual here
• Incorrect positioning of the brazier or smoke baffle
• Adjustment parameters not suitable for the draft of the chimney or fuel used, in this case we recommend to contact your reference technician.

This occurs if the temperature of the machine exceeds the normal operating threshold; this may occur for reasons including fuel, draft and specific installation conditions. After performing routine maintenance, check the following possibilities:

Reset the thermostat present on the rear of the product (located on the side in the case of pellet inserts) by unscrewing the protective cap and then pressing the reset button all the way down (you can find indications can be found in each product manual). If the problem persists, we recomment you to contact your reference technician. The cause could be an overload of the product in the case of wood products or the use of a fuel with higher than normal calorific value.

The warning light appears when the product verifies that combustion conditions are no longer excellent, and then the dedicated sensor produces the related warning message. After performing routine maintenance, before turning the product back on, access the CHECK FLUX menu directly from the remote control, enter the password C0 and follow the instructions dictated by the remote control. By doing so, the product will go through the necessary conditions to return to top performance.