Sales, Installation & Warranty FAQ
Find answers to all your questions about EV charging, solar PV, battery storage, heat pumps, air conditioning, sales, delivery, installation, cancellations, warranties, and your rights for Pretium Synergy Ltd customers.
Sales & Delivery (Orders, Pricing, Payment)
You must be 18+ and UK-based to place an order on our website.
Your contract starts when we email your order confirmation. Submitting an order is your offer; we accept by sending the confirmation.
Yes—contact us as soon as possible (ideally before installation is scheduled). We’ll confirm if changes are possible and whether there is any price or timing impact.
Descriptions appear on our website and in your quotation. Prices are shown in £ (GBP) and include VAT for consumers. If you don’t schedule installation within 60 days, we may need to adjust installation charges to current rates or cancel and refund you.
Payment is taken at checkout. In some cases we may help you complete payment or arrange an alternative method. Even if payment is taken at checkout, the contract begins only when we send your order confirmation.
- You’ll receive a Pre‑Installation Questionnaire (and a site survey if needed).
- Once suitability is confirmed, we’ll agree a delivery/installation date.
- Any products are delivered to your installation address before the agreed date.
If we attempt to deliver/install but can’t because:
- you cancel with <3 working days’ notice,
- no‑one is present,
- we cannot gain access,
We’ll inform you as soon as reasonably possible and take steps to reduce impact. If the delay becomes substantial, you can end the contract and get a refund for anything paid for but not received.
We work with approved Partner Installers in addition to our in‑house team. If a partner is assigned, they’ll contact you to arrange the date. Your contract remains with Pretium, and our terms and warranties still apply.
- Risk passes on delivery to your address (or nominated safe place/recipient).
- Ownership (title) passes when we have received full payment for the products (and installation, if applicable).
Cancellations & Refunds (Sales)
If you’re a consumer purchasing at a distance (online/phone), you have 14 days to cancel services without reason.
Note: Under these Terms of Sale, no physical goods (like posted RFID cards) are sold by Pretium. Only services/installation are in scope here.
- If you ask us to start during the 14-day period, you’ll pay for the work already performed up to the time you cancel.
- Once installation is fully completed, the right to cancel the service element ends.
Note: Under these Terms of Sale, no physical goods (like posted RFID cards) are sold by Pretium. Only services/installation are in scope here.
Contact us via the contact page (or use the online form, if provided). We’ll confirm your cancellation and any amount due/refundable.
Yes—if installation has begun but isn’t complete, you pay for the work done to date. If you cancel late or after a failed attempt due to access issues, additional charges may apply.
Refunds are made to your original payment method. If we cancel due to events outside our control or product/service unavailability, we’ll refund affected amounts in full (including standard delivery, if relevant).
Installation (Scope, What’s Included, What’s Not)
Our standard installation covers the needs of most UK homes. Each product type has a defined scope—see Pre-Installation Checklist and the sections below.
EV ChargePoint — Standard
EV ChargePoint — Standard
- Wall mounting on a suitable structure
- Up to 10m cable run (meter/consumer unit → charger)
- Drill through ≤500mm wall if needed
- Electrical testing & protective devices (e.g., MCB/RCD/RCBO, SPD as appropriate)
- ≤3m internal conduit for concealment
- Pedestal base groundworks are not included
- Mount on suitable wall/permanent structure
- Up to 10m AC cable run
- Drill through ≤500mm wall if needed
- Electrical protection in enclosure
- ≤3m conduit
- Labelling to best practice / MCS style
- Install per agreed design/BOM (on-roof/in-roof/ground-mount)
- Up to 50m DC cabling with appropriate connectors
- Drill through ≤500mm wall if needed
- DC labelling
- ≤3m conduit for concealment where necessary
- Outdoor unit bracketed up to 1.8m above ground
- Indoor unit mounted on suitable wall
- Up to 5m insulated copper pipework + control cable in conduit
- Condensate to existing drain point within 10m
- Supply isolator not included (quoted separately)
- Outdoor unit on level base or wall bracket up to <1.8m
- Pipework up to 10m to existing water supply and cylinder/radiators
- Condensate to existing drain point within 10m
- Electrical supply & isolator not included (quoted separately)
- Hot water cylinder (if required) not included; quoted separately
- Gas boiler removal not included; quoted separately (Gas Safe)
- Major electrical upgrades (unless specified)
- Consumer unit replacements
- Groundworks (trenching, pads, drainage)
- Unusual scaffolding or access
- Radiator/pipework upgrades (ASHP)
- Structural reinforcement
- Moving existing equipment
- Decorative finishing (plaster/paint)
Additional Charges & Surveys
Common scenarios:
- Extra cable/pipe runs beyond standard allowances
- Premium drilling (stone/reinforced/over-thickness)
- Consumer unit/earthing upgrades; isolators for AC/ASHP
- Groundworks or non-standard waste removal
- Repeat surveys due to access issues
- Late rescheduling or failed attendance
Yes—if access is unavailable or required information is missing, a repeat survey fee may apply.
Access, Readiness & On-the-Day
- Clear access to all work areas (inside/outside/loft/plant room)
- Arrange parking/permits if required
- Provide power/lighting for safe working
- Keep children/pets away from work areas
- Ensure we have requested photos and permissions (leasehold/conservation, if relevant)
Yes—if conditions are unsafe (suspected asbestos, unsafe electrics, structural issues) or if access is blocked. We’ll advise next steps; additional visits may be chargeable.
Scheduling & Rescheduling
Contact us and give ≥3 working days’ notice. With less notice, a late rescheduling fee may apply.
We may adjust the installation price to current rates or cancel and refund you (minus any exceptional costs already incurred).
Warranty & Aftercare
- Manufacturer warranty for products (terms vary by brand/model).
- Pretium Installation Warranty: 2 years on workmanship and materials we supplied.
Applies when: we performed the install; system is used/maintained properly; no unauthorised modification; issue is reported within 2 years.
Does not apply to: third-party alterations, misuse, incompatible accessories, accidental damage, extreme weather, or lack of required maintenance.
Does not apply to: third-party alterations, misuse, incompatible accessories, accidental damage, extreme weather, or lack of required maintenance.
Yes—if you sell the property during the warranty period, it transfers to the new legal owner.
Provide the serial number, installation date, a brief description, and photos/videos if possible. We’ll triage remotely and arrange a service visit if needed.
If the fault is within warranty, no visit fee applies. If not (e.g., user settings/third-party interference), a reasonable call-out fee may apply.
If you need to reschedule a service visit, please give ≥2 working days’ notice.
If you need to reschedule a service visit, please give ≥2 working days’ notice.
Problems, Complaints & Your Rights
Please contact us as soon as reasonably possible so we can put things right. We aim to resolve issues quickly and transparently.
You have statutory rights—services must be supplied with reasonable care and skill, and remedies may include repeat performance or price reduction where applicable. Your statutory rights are not affected by our warranties.