Your warranties, and how to make a claim
What's covered and for how long, why claims come through us, and the insurance-backed guarantee that protects you.
Your system is covered in two ways: the manufacturers' warranties on the equipment, and our own workmanship warranty, which is backed by insurance.
Equipment warranties
These are the usual terms for the equipment we fit. The exact terms for your system are in the manuals and warranty documents in your handover pack.
| Equipment | Warranty |
|---|---|
| Eurener Nexa panels | 25-year product warranty. 30-year performance warranty: at least 88% of the original output after 30 years. |
| Fox ESS inverter and batteries | 10 years, when the system is registered with Fox ESS and kept online. We register it when we hand your system over. |
| Duracell Energy batteries | 10 years. The inverter's warranty is in your handover pack. |
| Tesla Powerwall | 10 years, with at least 80% of its capacity after 10 years in normal home use. Powerwall 3 needs to stay connected to the internet to keep the full warranty. |
Keep your system online
Fox ESS and Tesla Powerwall 3 both need your system connected to the internet for the full warranty. If your app stops updating after a router or Wi-Fi change, reconnect it: see My Monitoring Is Offline.
Our workmanship warranty and HIES
We're members of HIES (the Home Insulation & Energy Systems Contractors Scheme), a consumer code approved by the Chartered Trading Standards Institute. Through HIES you get:
- protection for your deposit and any stage payments,
- an insurance-backed guarantee, which covers our workmanship warranty if we were ever to stop trading, and
- independent mediation if a dispute can't be resolved.
HIES emails you your guarantee documents after your installation. That email is genuine: keep it with your handover pack.
How to make a claim
Contact us and include:
- Your name and postcode.
- What's wrong, and when it started.
- Any error code or alarm, with a photo of the inverter's screen or a screenshot from the app.
- The serial number of the faulty part, if you can see it without opening anything.
We'll check it remotely first. If a part needs replacing, we'll arrange it with the manufacturer.