HISA Manufacturer Warranty Terms & Conditions

1. Scope of Warranty

HISA Engineering Ltd provides a limited manufacturer warranty for qualifying HISA residential battery storage systems supplied for installation in the United Kingdom.

Subject to these terms, qualifying HISA residential battery storage systems benefit from:

• 10-year system hardware warranty; and
• 10-year battery performance warranty.

This manufacturer warranty is provided in addition to, and does not affect, the customer's statutory rights.

2. 10-Year System Hardware Warranty

HISA warrants that the covered HISA battery storage system will be free from defects in materials and manufacture during the applicable 10-year warranty period.

The hardware warranty applies to the integrated system hardware supplied as part of the applicable HISA product, including the inverter or power electronics where integrated into the warranted product, battery management system, communications hardware, display, cooling fan, enclosure and associated internal electronic components.

The warranty covers manufacturing and material defects. It does not guarantee that components will remain free from normal ageing, cosmetic deterioration or ordinary wear throughout the warranty period.

3. 10-Year Battery Performance Warranty

For qualifying residential applications, HISA warrants that the battery cells will retain at least 60% of their initial usable energy during the applicable battery performance warranty period, subject to the usage, operating and throughput limitations set out in these terms.

The battery performance warranty expires upon the earlier of:

• ten years from the applicable warranty start date; or
• the applicable warranted energy throughput being reached.

The applicable warranted throughput is:

• 3.68 kWh battery module — 9,130 kWh
• 3.5 kWh AC battery product — 8,690 kWh

The performance warranty applies specifically to battery-cell performance. Other system components are covered under the applicable system hardware warranty rather than the battery performance guarantee.

4. Residential Use

The HISA 10-year Battery Storage Warranty is intended for qualifying private residential applications, including normal household solar self-consumption and residential energy management.

The battery performance warranty assumes usage broadly equivalent to no more than one full charge/discharge cycle per day and operation within the limits specified in the applicable HISA product documentation.

Use outside the product's specified operating conditions may affect warranty eligibility where that use caused or materially contributed to the failure or abnormal degradation.

5. Warranty Start Date

The warranty period starts from the earlier of:

• the date the product is first installed and commissioned; or
• six months after the product's date of manufacture.

6. Warranty Registration

To qualify for the full HISA warranty, the battery storage system must be registered with HISA within 30 days of commissioning.

Registration should include, where requested:

• product model;
• serial number;
• installation address;
• installation date;
• installer details; and
• other information reasonably required to identify the system.

The customer should retain proof of purchase, commissioning documentation and installation records.

https://www.hisauk.com/registration/

7. Installation Requirements

The system must be installed and commissioned by a suitably competent installer in accordance with:

• applicable HISA installation instructions and product documentation;
• applicable electrical and building requirements;
• relevant UK regulations and standards; and
• specified environmental and operating conditions.

Damage caused by incorrect installation, system design, wiring, commissioning or connection of incompatible third-party equipment is not considered a manufacturing defect and is not covered by this warranty.

8. Internet Connectivity & Remote Diagnostics

Where the HISA battery storage system provides internet-connected monitoring, the system should remain connected to enable remote diagnostics, operating records and important firmware updates.

HISA may require access to relevant system operating information when assessing a warranty claim.

Failure to maintain connectivity will not automatically invalidate the warranty. However, where prolonged disconnection prevents required firmware updates, removes operating records necessary to assess a claim, or causes or materially contributes to a fault, HISA may take this into account when determining warranty eligibility.

9. Firmware & Software

The system must not be deliberately prevented from receiving critical firmware or safety updates notified by HISA.

Unauthorised firmware, software, parameter modification or interference with system safety controls may affect warranty eligibility where the modification caused or materially contributed to the failure.

Remote software updates, parameter adjustments or configuration changes may be used by HISA as part of diagnosis or remedy.

10. Operating Conditions

The product must be installed, stored and operated within the environmental, electrical, charging/discharging and other limits specified in the applicable HISA technical documentation.

11. What Is Not Covered

The HISA Battery Storage Warranty does not cover damage, failure or degradation caused by circumstances outside a manufacturing or material defect, including:

• incorrect installation, commissioning, wiring or system design;
• operation outside published product limits;
• misuse, abuse, accidental or malicious damage;
• unauthorised dismantling, repair or modification;
• unauthorised firmware, software or parameter changes;
• incompatible or incorrectly installed third-party equipment;
• abnormal electrical supply, grid disturbance, surge or over-voltage;
• fire, flood, lightning, storm or other external events;
• pests or vermin;
• exposure to corrosive substances, excessive salt spray or unsuitable environmental conditions;
• improper transportation or storage;
• failure to follow required long-term storage or maintenance procedures before installation;
• removal, alteration or loss of an identifiable product serial number;
• cosmetic deterioration that does not affect normal operation;
• normal ageing or wear that does not breach the applicable battery performance warranty; and
• circumstances outside HISA's reasonable control.

Where appropriate, an exclusion should apply where the excluded circumstance caused or materially contributed to the relevant failure or degradation, rather than automatically cancelling the customer's entire remaining warranty.

12. Making a Warranty Claim

Customers should notify HISA as soon as reasonably practicable after discovering a suspected fault.

HISA may request information reasonably required to assess and diagnose the claim, including:

• product model;
• serial number;
• installation address;
• proof of purchase;
• installation and commissioning records;
• installer details;
• photographs or video;
• fault or error codes;
• monitoring data;
• operating history;
• system configuration; and
• other relevant diagnostic information.

HISA may initially conduct remote diagnostics before determining whether parts, repair, replacement or attendance are required.

13. Warranty Remedy

Where HISA confirms a valid warranty claim, HISA may, at its reasonable discretion:

• repair the product;
• provide a replacement component;
• replace the affected battery module;
• provide an equivalent replacement product;
• perform an appropriate software or firmware remedy; or
• provide another reasonable remedy that restores the warranted function or performance.

Replacement products or components may be new or professionally refurbished and may be an equivalent or later model where the original product or component is no longer available.

Replacement of a product, battery module or component does not restart the original 10-year warranty period.

A replacement product or component inherits the remaining warranty period of the original product. Where less than six months of the original warranty remains, the replacement item will carry a minimum warranty period of six months.

Replaced defective components may be required to be returned to HISA and may become the property of HISA following replacement.

Customers should not dismantle or return a product without HISA's prior authorisation except where immediate action is reasonably necessary for safety.

14. Labour, Attendance & Access

HISA will determine the appropriate repair or replacement remedy for a valid warranty claim. Any labour, attendance, specialist access, removal, reinstatement or other costs not expressly confirmed as covered by HISA may be chargeable.

The customer must provide reasonable and safe access to the product where inspection, repair or replacement is required.

Where specialist access, lifting equipment, scaffolding, building work or other non-standard access is required, these costs are not automatically included within the manufacturer warranty.

15. No-Fault Attendance

Where HISA or its authorised representative attends a property and investigation establishes that there is no defect covered by the HISA manufacturer warranty — for example, where the issue results from installation, external wiring, grid supply, third-party equipment or another excluded cause — HISA may make a reasonable charge for attendance and diagnosis where the customer was informed of that possibility beforehand.

16. Commercial & Non-Residential Applications

The standard HISA 10-year Battery Storage Warranty applies only to qualifying private residential installations.

Commercial, industrial, rental, high-frequency energy trading or arbitrage, long-term off-grid and other non-standard applications may be subject to separate warranty terms.

Customers and specifiers should obtain written confirmation from HISA before specifying a HISA battery storage system for these applications.

17. Change of Ownership & Relocation

Customers should contact HISA where ownership of the property changes or where the battery storage system is to be relocated so that HISA can confirm continued warranty eligibility.

Removal and reinstallation must be carried out by a suitably competent installer and in accordance with HISA requirements.

Damage caused during unauthorised or improper removal, transportation or reinstallation is not covered.

18. Limitation of Liability & Statutory Rights

Subject always to applicable law, HISA will not be responsible under this manufacturer warranty for indirect or consequential losses such as loss of income, business interruption or loss of anticipated energy savings resulting solely from product downtime.

Nothing in these warranty terms excludes or restricts any liability which cannot lawfully be excluded or restricted.

This manufacturer warranty is additional to, and does not affect, the consumer's statutory rights.