Warranty ECOGENICA^®

Warranty

At Ecogenica, we stand by the quality of our heat pumps. Every heat pump and controller is supplied with a manufacturer’s warranty designed to protect your investment and give you confidence in your purchase.

Ecogenica offers 2 warranties:

Standard Warranty

This is included in the purchase price of the heat pump. The standard warranty provides a 2-year parts warranty which covers the replacement of any parts deemed by Ecogenica to be defective due to a manufacturing fault.

The Standard Warranty is activated by the installer on registering the heat pump at Ecogenica’s Product Registration page ( https://ecogenica.co.uk/warranty ). Product registration must be completed by the installer and must include the following photos:

1. Nameplate on the side of the unit stating model type, date of manufacture etc.
2. Outdoor unit installed including feet.
3. Drainage area for the unit.
4. Pipework behind the unit.
5. Hot water cylinder.
6. Heat pump controls wiring.
7. Pipework going to cylinder.
8. Weather compensation curve setting on the controller.
9. Hot water setting on the controller.

If the photos are not acceptable, the installer will be asked to re-take and re-submit them.

The warranty cover will only be activated once these photos have been submitted to the required quality and no issues are detected.

Lastly, to comply with warranty requirements, the heat pump should be serviced once a year by the installer or an Ecogenica approved heating engineer and the homeowner should keep a log of all servicing work in the event of any warranty claim (see section 13).

Premium Warranty

For added peace of mind, you can extend the Standard Warranty by a further 3 years to a total of 5 years for a non-refundable and non-transferable charge of £350. The upgrade to Premium Warranty needs to be paid within 2 weeks of the heat pump commission date.

Scope of Cover

Both warranties apply only to the heat pump and controller and cover only parts resulting from a manufacturing fault identified by Ecogenica. It does not cover therefore:

• Ancillary items such as pipework, valves, filters, brackets, seals, cages, or third-party accessories such as cylinders, tanks, radiators etc.
• Issues caused by incorrect installation, misuse, lack of servicing, or contaminated water.
• External damage (power supply, weather damage, flooding, fire, vandalism, etc.).

Making a Claim

If you believe your heat pump is not working as it should:

1. Contact your installer or Ecogenica’s Technical Support Team to identify a qualified heating engineer.
2. If a product fault is confirmed to be defective due to a manufacturing fault, Ecogenica will provide the replacement parts free of charge.
3. If the issue is due to a problem with the installation, misuse or any accessories or ancillary items, a call-out fee will be charged and if requested, a quote can be given to rectify the issue.

Warranty Status

To check the activation date and type of warranty cover, please email warranty@ecogenica.co.uk.