Terms of Sale, Installation & Warranty
Who we are and how we contact you
We are Pretium Synergy Ltd.. Our main website is https://pretiumsynergy.co.uk, and we also operate related sites and the Pretium CPO App. We may contact you through the App, email, phone or post. Please keep your contact details up to date so we can reach you about your products, installation or account
What these terms cover
These terms explain how you place an order and when a contract begins, how pricing, payment, delivery and installation work, your legal rights including your 14-day cooling-off period if you are a consumer, what happens if something goes wrong, and the warranties that apply. You will be asked to agree to these terms when you complete your order.
Who can place an order
You must be at least 18 years old and live in the United Kingdom to place an order with us.
How to place an order and when the contract starts
You place an order by selecting the products (and installation if you choose it) and completing checkout. Your order is your offer to buy. We accept your order only when we email you an order confirmation, and that is when the contract starts. All orders depend on product availability. If a product becomes unavailable due to changes in law, safety requirements or supply issues, we will cancel the affected part of your order and refund you in full. If you wish to change your order, please tell us as soon as possible and before installation. We will let you know whether the change is possible and if it affects pricing or timing.
Product descriptions and pricing
Product descriptions appear on our website. Images are for illustration only. All prices are in pounds sterling and include VAT, standard delivery and standard installation where applicable, as long as installation is scheduled within 60 days. If you do not schedule installation within 60 days, we may update installation charges or cancel and refund your order.
Payment
Payment must be made at checkout. The contract begins only when we send your order confirmation.
Delivery and installation
Once you place your order and complete the pre-installation questionnaire, we will contact you to agree an installation date. Products will arrive before installation. If we attempt delivery or installation and cannot proceed due to short-notice cancellation, no access or nobody present, we will rearrange and may charge a fee. If delays occur outside our control, we will update you. If the delay becomes significant, you may cancel and receive a refund for anything not received.
Installation conditions
Before installation, we will ask you to complete a questionnaire and, if needed, we may conduct a site survey. On installation day, unexpected issues may mean we cannot complete all work in one visit. Please tell us in advance about anything that may affect installation, such as access restrictions or potential safety hazards. If we find unsafe conditions such as asbestos, unsafe wiring or structural problems, we may pause work. Additional visits or remedial work may lead to extra charges, which we will explain before continuing.
What is included in Standard Installation
Standard installation for EV Chargepoints includes mounting the charger, up to 10 metres of cabling, drilling through one wall, all necessary electrical connections and safety testing, appropriate protective devices, and up to three metres of conduit for internal wiring. If the charger is installed on a pedestal, we will secure it to an existing concrete base; groundworks are not included.
Standard installation for inverters and batteries includes mounting equipment on a suitable wall, up to 10 metres of cabling, required safety devices, conduit for internal wiring and labelling in line with MCS standards.
Standard installation for Solar PV includes the panels, mounting system, essential accessories, delivery of a system design and bill of materials for you to review, installation as per the agreed design, up to 50 metres of DC cabling, drilling through one wall, and safety labelling.
Standard installation for Air Conditioning includes fitting indoor and outdoor units up to 1.8 metres high, up to five metres of copper piping and conduit, and routing condensate drainage to an existing drain within 10 metres. Electrical isolators and groundworks are not included.
Standard installation for Air Source Heat Pumps includes placing or mounting the outdoor unit, up to 10 metres of pipework to connect to your water system or heating circuit, and routing condensate drainage to an existing drainage point. Electrical isolators, hot water cylinders and removal of existing gas boilers are not included unless quoted separately.
Rescheduling installation
You may reschedule installation, but please give at least three working days’ notice or a fee may apply. You must agree an installation date within one month or we may adjust pricing or cancel and refund you minus reasonable costs already incurred.
Partner Installers
We may use approved installation partners. Your contract always remains with Pretium Synergy Ltd. and your warranty remains the same.
Ownership and risk
Risk passes to you when goods are delivered. Ownership passes to you once we receive full payment.
Your rights to cancel
Consumers have a 14‑day cooling‑off period for goods, starting the day after delivery. You may also cancel before delivery. If you cancel within this period, we will refund you within 14 days of receiving the goods back or receiving proof that they have been sent. You must return the goods within 14 days of telling us you are cancelling. If we told you in advance that return costs apply, you will need to pay these. We may make deductions if the goods have been handled more than necessary to check them. A model cancellation form is available for download on our website.
If you ask us to begin installation during the cooling‑off period, you still have the right to cancel, but you will need to pay for any work already completed. Once installation is finished, you cannot cancel the service element. If goods have been installed, you cannot cancel the goods unless the law allows you to (for example, if they are faulty).
Business customers or consumers cancelling after the cooling‑off period may need to pay additional charges, such as survey, restocking or processing fees. These do not apply to valid consumer cancellations within the cooling‑off window.
If there is a problem
If something goes wrong, please contact us promptly. Your rights under the Consumer Rights Act 2015 apply. Depending on the issue, you may be entitled to repair, replacement, repeat service or a price reduction.
Warranty
All products come with the manufacturer’s warranty, and the length and terms depend on the product. Please follow the manufacturer’s user and maintenance instructions. If you report what appears to be a manufacturer fault, we will liaise with the manufacturer and try to arrange a repair, replacement or refund. Some manufacturers require product registration; we recommend completing this promptly.
We also provide a two‑year installation warranty covering our workmanship and materials. This applies if we or our approved partner installed the system, you used it as intended, and the fault relates to our installation. The warranty does not apply if the system has been altered, misused, combined with incompatible equipment, or affected by normal ageing, accidental damage, extreme weather, pre‑existing property issues, poor maintenance or other listed limitations. If you report an issue, we may ask for photos or further details. Charges may apply if the fault is not covered. The installation warranty passes automatically to the next legal homeowner.
We are responsible only for direct and foreseeable losses caused by our installation work. We are not responsible for losses caused by events outside our control, unauthorised modifications, damage to other equipment, losses of data or income, pre‑existing unsafe conditions, lack of access or unsafe working environments, or installations that must be aborted for safety or legal reasons. Nothing in this warranty limits our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence or your statutory rights.
Other important terms
We may transfer or subcontract our rights or obligations without affecting your rights. You may not transfer your rights without our agreement. If any part of these terms is found invalid, the rest remain in force. Any changes must be in writing and agreed by us. We are not responsible for delays caused by events outside our control. We do not exclude liability where that would be unlawful. These terms are governed by English law, and legal disputes will be handled by the courts of England and Wales. Our privacy policy explains how we handle your data, cookies and GDPR obligations
Contact us
If you experience any problems or need to reschedule or cancel, please contact us as soon as reasonably possible via our Contact Us page.