Annex D — Warranty Summary (Including Installation Warranty)

This Warranty Summary explains the warranties that apply to the products we supply and to the installation work we carry out. Nothing in this document affects your statutory rights under the Consumer Rights Act 2015.

1. Manufacturer Product Warranty

  • All products we supply come with the manufacturer’s own warranty. The length and terms depend on the product and manufacturer.
  • Please ensure you use the product according to the manufacturer’s user guide and maintenance instructions.
  • This warranty is in addition to your legal consumer rights.
  • If you report an issue that appears to be covered by the manufacturer’s warranty:
    • We will liaise with the manufacturer on your behalf
    • We will make reasonable efforts to arrange a repair, replacement, or refund for the affected item
  • Manufacturer warranties may require product registration. We recommend registering your product as soon as possible.

2. Our Installation Warranty

  • We provide a 2year installation warranty from the date the installation is completed. This covers:
  • The quality of our workmanship
  • Any materials we supplied for the installation
  • Our liability under this installation warranty is capped at the amount you paid for the installation service.

3. When Our Installation Warranty Applies

  • The installation was carried out solely by us or our authorised installers
  • The system has been properly used, maintained, and not modified
  • The issue relates to our workmanship or materials we provided
  • You report the issue:
    • Within the 2year warranty period, and
    • Within a reasonable time after becoming aware of the problem

4. When the Installation Warranty Does Not Apply

  • The installation warranty will be void if the system has been:
  • Moved, altered, tampered with, or repaired by anyone other than our authorised engineers
  • Used contrary to the manufacturer’s user guide or installation instructions
  • Combined with accessories, thirdparty equipment, or modifications we did not supply or approve
  • The warranty does not cover:
  • Normal wear and tear (including ageing, discolouration, fading, rust, oxidation)
  • Accidental damage
  • Damage caused by extreme weather or natural events (storms, fire, flooding, lightning, high winds, etc.)
  • Faults caused by abnormal usage or environmental conditions
  • Failures caused by preexisting defects or unsafe conditions at the property
  • Issues caused by lack of required maintenance (e.g., filter cleaning, servicing, checking inhibitors or refrigerant levels where relevant)

5. What We Need When You Report a Fault

  • Please provide:
  • The product serial number (if applicable)
  • The installation date
  • A brief description of the issue
  • Photos or video where helpful
  • Our technical team will:
  • Assess the fault
  • Contact you for further information
  • Arrange a site visit if required
  • Determine whether a repair or replacement is the appropriate remedy
  • If the issue is not covered by warranty, charges may apply in accordance with our Schedule of Additional Charges (Annex A).

6. Service Visits

  • If you need to reschedule a booked visit, please give us at least 2 working days’ notice.
  • If we attend at the agreed time and cannot gain access or cannot safely begin work for reasons reasonably within your control, we may charge an additional fee as set out in Annex A.

7. Transfer of Warranty

  • If you sell your property within the 2year installation warranty period, the installation warranty automatically transfers to the new legal owner.
  • The warranty cannot be transferred to anyone else, such as agents, landlords, or prospective buyers.
  • Manufacturer warranties may or may not be transferable depending on the manufacturer’s terms.

8. Limits of Our Responsibility

  • We are responsible only for direct and foreseeable losses or damage caused by our installation work.
  • We are not responsible for:
  • Losses caused by events outside our reasonable control
  • Damage caused by unauthorised modifications or repairs
  • Damage to other household equipment (including power interruptions during installation or servicing)
  • Property damage arising from unsafe pre-existing conditions
  • Loss of software, data, income, business, or opportunity
  • Issues caused by incorrect or incomplete information provided by you
  • Additional costs or delays due to inadequate access, unsafe working conditions, or failure to prepare the site
  • Abortive installations where installation is unsafe, unlawful, or impractical to proceed
  • We are not liable for injury, loss, or damage caused by work performed by you or any third party.

9. What This Warranty Does Not Affect

  • Nothing in this warranty limits our responsibility for:
  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Your statutory consumer rights, including:
  • Goods being fit for purpose
  • Services being carried out with reasonable care and skill
  • Remedies for defective goods or services under the Consumer Rights Act 2015