Warranty

All products purchased from our website are covered by a Warranty.  A Warranty is also provided to owners of our Mode 3 EV chargers no matter where these were purchased.  All other customers, and installers, should consult their conditions of sale for warranty terms.
We offer three different Warranties, as shown in the table below:

Each Warranty is subject to the General Warranty Terms and the relevant Specific Warranty Terms.

GENERAL WARRANTY TERMS

Products are protected by warranty during the Warranty Period against defects in material and workmanship.  Should a product prove to be defective within the Warranty Period it will be repaired or (at our discretion) replaced with the same or equivalent product free of charge, provided that you: (1) notify us of any defect within 30 days after becoming apparent; (2) promptly return the product to us quoting our return authorisation number; and (3) provide us with proof of the original date of purchase (date of installation in the case of Mode 3 chargers).

Repaired or replaced products will be returned to you with standard shipping charges prepaid.  Replacement products may be refurbished or contain refurbished materials.  If in our sole discretion, we are unable to repair or replace a defective product, we will refund the purchase price of the defective product.

This warranty will not apply if in our judgement, the product fails due to damage in shipment, by handling, storage, accident, abuse or misuse, normal wear and tear, incorrect installation or if it has been used or operated improperly or otherwise in a manner not conforming to our product instructions, has been modified in any way, tampered with or has any serial number removed or defaced.  Repair or attempted repair by anyone other than Sync Energy or our authorised representative will void this warranty.

Nothing in this warranty will affect the end customer’s statutory rights or limit or exclude any Sync Energy liabilities which under law cannot be limited or excluded. Except where it would be unlawful for Sync Energy to exclude or limit liability, the maximum liability of Sync Energy under this warranty is limited to the purchase price of the Product covered by the warranty and is strictly limited to losses that were reasonably foreseeable. Luceco shall not be liable for any loss of profit, or any special, indirect or consequential loss, or any costs, damages, charges, fees or expenses except for liability that Luceco is not allowed to exclude by law.

These warranty terms are subject to change without notice, in our sole discretion.  If any part of this warranty is deemed unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other parts of the warranty will not be affected.  This warranty and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the laws of England and the English courts shall have exclusive jurisdiction.

Sync Energy is a trading name of Luceco UK Limited (“Luceco”), Building E Stafford Park 1, Stafford Park, Telford, Shropshire, TF3 3BD, registered in England No. 02255270, VAT No. 849 752 868.

SPECIFIC WARRANTY TERMS

1. ONLINE SALES WARRANTY

The Warranty Period begins on the date of purchase.

The Returns section of our website will guide you through the returns process.

2. STANDARD CHARGER OWNER WARRANTY

The Warranty Period begins on the date of first installation. The minimum operational lifespan of the charge point is equal to the Warranty Period.

The Warranty will only apply if the charger has been correctly installed by an appropriately qualified electrician, including connection to the internet and registration to the smart charging service in accordance with the installation manual and applicable laws and regulations.

In all cases, you or your installer must contact our Support Team to go through initial remote diagnosis and determine the best course of action.  You may be required to assist the Support Team, including by accessing the charger locally using a mobile application.

If our support team identify a fault with your charger which cannot be fixed remotely they will issue an authorisation number to return the charger via our freepost address, subject to you completing our warranty claim form and providing proof of the date of installation.  A replacement will be shipped to you as soon as the old one is received.

Sync Energy will not accept any returns from owners, installers or wholesalers who have not obtained an authorisation number from our support team. All products returned without this number will be returned to sender.

If you move house and leave the Sync Energy charger behind the warranty is transferrable to the new owner.  If you move to a new property and take your charger with you your warranty will continue to apply, provided the charger is removed and re-installed by a qualified electrician in accordance with the installation manual and applicable laws and regulations.  The warranty will not apply to damage caused by removal or re-installation.

3. ON-SITE CHARGER OWNER WARRANTY

The Warranty Period begins on the date of first installation.  The minimum operational lifespan of the charge point is equal to the Warranty Period.

The Warranty will only apply if the charger has been correctly installed by an appropriately qualified electrician, including connection to the internet and registration to the smart charging service in accordance with the installation manual and applicable laws and regulations.  Unless your charger was installed with an OZEV grant the On-site Charger Owner Warranty will not apply if the charger has been moved to a smart charging service which is not the smart charging service specified in the installation manual, including if it has been moved to a commercial operator account not provided by Sync Energy.

In all cases, you or your installer must contact our Support Team to go through initial remote diagnosis and determine the best course of action.  You may be required to assist the Support Team, including by accessing the charger locally using a mobile application.

If our support team identify a fault with your charger which cannot be fixed remotely they will arrange for one of our accredited engineers to attend and repair or replace the charger, subject to you completing our warranty claim form and providing proof of the date of installation.  If your charger is eligible for an On-site Charger Owner Warranty because it was installed with an OZEV grant you will also be required to provide evidence of a completed OZEV grant claim.

The accredited engineer will be sent your contact details to arrange a suitable time to visit.  There is no charge for parts or labour when an on-site warranty visit has been arranged and carried out by a Sync Energy accredited engineer. However, we reserve the right to charge you an attendance fee of £100 if we have made the decision to send an engineer based on information that you provided to us that is deemed fraudulent, false, or deliberately misleading.

Only an accredited engineer that has been appointed and arranged by Sync Energy can conduct your repair.  If you arrange your own engineer Sync Energy will not be liable for any associated costs.

If you move house and leave the Sync Energy charger behind the warranty is transferrable to the new owner.  If you move to a new property and take your charger with you your warranty will continue to apply, provided the charger is removed and re-installed by a qualified electrician in accordance with the installation manual.  The warranty will not apply to damage caused by removal or re-installation.

Edition: 07-06-24