Our warranty

• On-site repair

  How long

  Years 1 to 3

  What it includes

  Electronics. We send an engineer and cover parts and labour.

  Do you need to register?

  No. Every charger has this automatically.

• Back to base

  How long

  Years 4 and 5

  What it includes

  Electronics, parts only.

  Do you need to register?

  Yes, within 6 weeks of despatch.

• Enclosure

  How long

  Years 1 to 10

  What it includes

  The metal body and lid, parts only.

  Do you need to register?

  Yes, within 6 weeks of despatch.

All three covers start on the date your charger was despatched from our workshop.

Business Series chargers have the 3 years of on-site repair only. The back-to-base and enclosure covers don't apply to them, and registering doesn't add them.

Registering takes about five minutes. You need your charger's serial number, two photos and your installer's electrical certificate. If you register within 6 weeks of despatch, the 2-year back-to-base cover and the 10-year enclosure cover are added to your charger. If you register later, your charger keeps its 3 years of on-site cover. Business Series chargers keep their 3 years of on-site cover whenever you register.

You can register before your charger arrives. Registering early always counts.

When you register, you create a Simpson & Partners account (or sign in to the one you have). The Warranty section of your account shows each charger, the dates of each cover, any claims, and your warranty certificate to download once we've approved the registration.

If your installer registers for you, we'll email you a link to set up your account.

If something isn't right, sign in and choose Start a claim, or open a support ticket quoting your charger's serial number. Our support team will diagnose the fault, often remotely, and arrange the repair or replacement your cover includes.

When we repair your charger under warranty, we may fix the faulty part or replace it with a new or fully reconditioned part that works as well as new. Any part we fit under warranty is covered for the rest of your charger's original warranty. A repair or replacement does not restart or extend the warranty.

Any parts we replace become the property of Simpson & Partners. If we ask for a faulty part back, please return it using the prepaid label we send.

If we replace the whole charger, the new one takes over the rest of the original charger's warranty, with the same end dates. This includes the extra cover you unlocked by registering.

Parts you buy from us outside the warranty, such as spare parts, carry their own 12-month parts warranty from the date of delivery.

Your warranty covers faults in how your charger was made. It doesn't cover:

1. Installation problems. Faults caused by an installation that wasn't done by a qualified electrician, didn't follow our installation guide, or doesn't have an electrical installation certificate.
2. The electricity supply. Damage from power surges, lightning, faulty wiring or protection devices in your home, or a supply outside the charger's rated voltage.
3. Accidents and misuse. Accidental damage, such as a vehicle hitting the charger or the cable being driven over. Deliberate damage, fire, flood, or using the charger in a way our user guide says not to.
4. Changes and unauthorised repairs. Opening, modifying or repairing the charger by anyone other than us or an installer we've approved, or a removed or altered serial number.
5. Normal wear. Everyday wear to paintwork and finishes, scratches and small dents. Natural weathering of the Accoya® wood lid, such as colour change and fine surface lines, which is part of its character.
6. Lack of care. Damage from not following the care and cleaning guidance in our user guide, such as harsh chemicals or a pressure washer.
7. Things outside the charger. Faults in your vehicle or its charging port, your Wi-Fi or mobile signal, your energy tariff or supplier, third-party apps, or a charging platform we don't provide. This includes changes made to the charger's online settings (its OCPP address) by you or someone you appoint.
8. Moving the charger. The cost of taking the charger down and fitting it again at another address.
9. Knock-on costs. The cost of charging elsewhere while your charger is being repaired. This doesn't affect your rights under UK consumer law.
10. Visits where nothing is wrong. If an engineer visits and finds no fault with the charger, or a fault this warranty doesn't cover, we may charge for the visit. We'll always tell you the cost before we book.
11. The wrong use for the model. For example, a Home Series charger used for public or paid charging.

If you sell your home, the warranty stays with the charger and passes to the new owner. They sign in and register the charger at the same address. We'll check it and move the warranty into their account. They don't need to send new photos.

If the charger is moved to a different address, it needs to be registered again from its new home, with new photos and your installer's certificate. The cover dates stay the same, because they always count from the day the charger left our workshop.

This warranty is in addition to your rights under UK consumer law, and does not affect them.