Warranty and claims

Where the terms are stated

Warranty terms are stated in the quotation. They are confirmed in the order for each supply and apply to the equipment and scope described there. This website does not state a general warranty period, because terms can differ with the product, the configuration and the scope of supply. If you are unsure which terms apply to a unit, refer to its order documents or ask through the service request form with the unit's identity.

Questions to settle before ordering

The time to understand warranty terms is before the order, when they can still be clarified. Useful questions include:

• What does the warranty cover: materials, workmanship, components, labour, travel?
• When does it start: at dispatch, at delivery or at commissioning?
• What conditions apply: installation by whom, operation within which limits, maintenance of what kind?
• What is excluded: for example damage from incorrect installation, supply conditions outside the agreed range, or unauthorised modification?
• How is a claim made, and what information does it need?
• Are wearing parts, such as fans, treated differently from the rest of the equipment?
• Do the terms continue if the equipment or the site changes owner?

Answers that matter to you should appear in the quotation or order, not only in conversation. See specifying and comparing quotations.

Conditions that usually matter

Warranty terms for electrical equipment commonly depend on conditions such as:

• Installation and commissioning carried out as the manual and the agreed scope describe
• Operation within the rating and supply conditions the configuration was agreed for
• Routine care and planned maintenance carried out and recorded
• The rating plate and serial identity left intact
• No modification or repair by unauthorised parties

The conditions that actually apply are those in the quotation and order.

Making a claim

A claim starts with a service request. Use the service request form and give:

• The product identity and serial number from the rating plate
• The site and the order reference, if known
• The current condition: operating, intermittent, stopped or unknown
• What was observed, when it began, and any recent changes to the load, supply or installation

Keep the equipment isolated if it is unsafe, and do not dismantle it; the facts found on investigation are part of the assessment.

How a claim is assessed

A claim is assessed against the facts: the unit's configuration and records, the conditions of installation and operation, and what is found on investigation. The outcome, and the reason for it, is recorded and shared. Where the cause lies outside the warranty, the findings are still explained, so that the owner can decide the next step.

Repairs outside warranty

Where a fault falls outside the warranty, or the warranty has ended, the same service route applies. The findings are explained, and any repair, replacement or site work is quoted before it is carried out, so that the owner can decide. Parts and work are recorded against the unit's identity in the same way as warranty work.

Records that help

The handover documents, commissioning record and maintenance log make a claim faster and clearer to assess. Keep them with the equipment.