Warranty

Warranty coverage

Warranty duration and coverage vary by manufacturer and product. Check the product page, manual and any registration requirements before purchase. Where no store-level duration is stated, your statutory rights still apply.

Keep your order confirmation, serial number, installation records and proof of purchase.

How to make a claim

1. Stop using the product if it is damaged, overheating, swelling, smoking or otherwise unsafe.
2. Contact us with your order number, serial number, fault description and safe photos or video.
3. Follow our troubleshooting and return instructions. Do not open equipment unless authorised.
4. We will coordinate inspection, repair, replacement or refund as appropriate.

Assessment and outcomes

We or the manufacturer may need to inspect the item before determining the remedy. If a fault is confirmed, we will explain the next steps and expected timescale.

Your remedy will depend on the fault, product age, usage and applicable law. This does not limit the Consumer Rights Act 2015.

What may not be covered

Manufacturer warranties commonly exclude accidental damage, misuse, unauthorised modification, unsuitable voltage or connections, water ingress outside the rating, normal wear, consumables and failure to follow maintenance instructions.

These exclusions do not allow a seller to avoid its own statutory obligations. If you are unsure, ask us to assess the circumstances.

Safety-critical faults

Do not ship swollen, leaking, overheating or otherwise unsafe batteries as ordinary parcels. Do not send generators containing fuel or oil. Contact us for specialist handling.

Professional installation and compatibility

Incorrect fixed wiring, incompatible expansion equipment or unapproved installation may affect a warranty claim. Whole-home work should be completed by a qualified electrician using compatible manufacturer-approved parts.

Statutory rights remain

A manufacturer warranty is additional to your legal rights, not a replacement for them. You may have rights to repair, replacement, price reduction or refund for faulty goods.

Statutory rights and manufacturer cover

The Consumer Rights Act 2015 applies in addition to any manufacturer warranty. It can provide a short-term right to reject, repair, replacement, price reduction or final right to reject, depending on the circumstances.

Manufacturer registration, extended cover and support services are optional benefits and cannot reduce those statutory protections.

Warranty registration and start dates

Some manufacturers require registration within a stated period to activate extended cover. Complete any required registration using the serial number and proof of purchase. The warranty start date may be the purchase, delivery, installation or registration date, depending on the manufacturer.

If registration is needed and you need help, contact us before the deadline.

Troubleshooting before return

We may ask you to check chargers, cables, load limits, error codes, firmware and environmental conditions. Only perform checks that are safe and permitted by the manual.

Do not open a battery, bypass a safety feature, reset a protected system or attempt a repair that could increase the risk.

Information and evidence we may request

Useful evidence includes the order number, serial number, installation date, load and charging details, photos, video and any error code. Do not send passwords, full card details, medical records or other unnecessary personal information.

Evidence helps us assess a claim but is not used to create obstacles to a legitimate statutory remedy.

Inspection, repair and replacement timescales

We will provide an estimated assessment route after receiving the item and will update you if manufacturer inspection or parts are delayed. Timescales depend on the fault, product, parts and supplier.

If a repair or replacement is impossible or cannot be completed within a reasonable time, you may have additional statutory remedies.

Approved return costs

Contact us before sending an item. We will provide the appropriate label or collection instructions for an approved warranty return. Do not use ordinary parcel services for damaged batteries or generators containing fuel.

We will not require you to pay an approved return label or collection fee for a valid warranty return.

Data, apps and connected equipment

Back up accessible settings and remove personal accounts or remote access before returning a connected product. Follow manufacturer instructions for reset and app removal.

Cloud services and historical app data may not be recoverable after replacement or repair. We will not ask for your account password.

Repeated faults and replacement items

Tell us if the same fault recurs or a replacement fails. A replacement does not waive your rights, and a repair history can be relevant to the available remedy.

Keep our response and any manufacturer reference numbers for future claims.

Wear, consumables and business use

Batteries naturally lose capacity with time and use. Normal ageing is different from a defect, although unusually rapid deterioration may indicate a fault. Load, temperature, charging and storage history can be relevant.

Business use may affect wear and warranty terms, but it does not allow us to ignore a defect or an applicable commercial warranty.

Parts, service and discontinued products

Manufacturer parts and service availability can change. If a product is discontinued, we will explain the available repair, compatible replacement or statutory remedy rather than promising a part that does not exist.

Do not use an unapproved battery, panel, inverter or cable as a substitute.

Contact and escalation

If you are dissatisfied with the handling of a claim, ask for a review and provide the claim reference and evidence. We will explain the next step and any relevant manufacturer escalation route.

You may also seek independent consumer advice about your statutory rights.