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PlugStream Warranty Policy

This page summarises the standard PlugStream warranty approach for PlugStream charge points. If your sales agreement, installer handover pack, grant paperwork, or project contract states different terms, those documents take priority.

The warranty is provided by AmpNexus Ltd t/a PlugStream.

Warranty types

Warranty type Applies to Warranty period
Standard hardware warranty PlugStream charge points supplied by PlugStream or an authorised PlugStream route. 3 years from first installation, unless another start date is stated in your sales agreement.
Installer-activated extended hardware warranty PlugStream charge points commissioned through the PlugStream Installer app with the required installation evidence uploaded and accepted. 5 years from first installation.
Project or partner warranty Larger projects, managed sites, reseller programmes, or agreed partner deployments. As stated in the relevant sales agreement or project documentation.

The warranty covers faults caused by defects in materials or workmanship. It does not replace your statutory rights.

How to report a warranty issue

Contact PlugStream Support before arranging repair work or returning a charger.

Include:

  • charger model and serial number
  • installation address or site reference
  • installation date
  • installer name and company, if known
  • the MyPlugStream account email or site contact email
  • the LED status and any app message
  • photos of the charger, cable, connector, and surrounding installation if relevant
  • a short description of the fault and when it started

Support will normally start with remote diagnosis. You may be asked to check Charger readiness, app status, network status, firmware status, or local diagnostic information.

Inspection, repair, and replacement

If PlugStream confirms that a fault is covered by warranty, PlugStream may choose to:

  • repair the charger
  • replace the charger with an equivalent new or refurbished product
  • arrange return-to-base inspection or repair
  • arrange an approved site visit where that is the right support route

Repair or replacement does not restart the warranty period. The repaired or replacement product remains covered for the rest of the original warranty period.

Parts removed during warranty repair or replacement become PlugStream property unless agreed otherwise.

On-site warranty visits

If PlugStream arranges an approved engineer visit, the engineer or service partner may be given your contact details so they can arrange a suitable appointment.

There is no charge for parts or labour when an on-site warranty repair has been arranged by PlugStream and carried out by a PlugStream-approved engineer.

PlugStream may charge an attendance fee of £100 if the visit was arranged based on information that was fraudulent, false, deliberately misleading, or materially incomplete. PlugStream may also charge the same attendance fee for a failed appointment, including where safe access is not provided, the charger or electrical installation area is inaccessible, nobody is available at the agreed time, or the appointment is cancelled at short notice.

What is not covered

Warranty support may be refused or charged if the issue is caused by:

  • incorrect installation or installation that does not follow the installation manual, BS 7671, or applicable local requirements
  • missing installer evidence where extended warranty activation depends on that evidence
  • unauthorised opening, modification, repair, replacement, or software alteration
  • continued use after a suspected safety fault unless PlugStream Support or your installer has told you it is safe to continue
  • physical impact, theft, vandalism, misuse, neglect, tampering, or accidental damage
  • water ingress caused by damage, incorrect installation, unsuitable cable entry, or unsuitable sealing
  • unsuitable upstream protection, supply faults, faulty wiring, damaged junction boxes, or circuit breaker issues outside the charger
  • use of extension leads, unapproved adapters, unapproved accessories, or non-PlugStream parts
  • charging something other than a compatible electric vehicle
  • normal wear and tear, cosmetic ageing, or external marks that do not affect safe operation
  • environmental events outside normal operating conditions, including flood, fire, lightning, or other events outside PlugStream control
  • removal, relocation, or reinstallation damage

If a charger is found not to be covered by warranty, PlugStream may provide a quote for repair, replacement, inspection, or attendance.

Moving house or transferring ownership

If you move house and leave the charger installed, warranty support can continue for the new owner for the rest of the original warranty period, provided the charger remains installed and used in line with the product documentation.

If a charger is removed and reinstalled at another property, the warranty can continue only if the charger is removed, transported, reinstalled, inspected, and recommissioned by a competent installer in line with PlugStream instructions and applicable regulations. Damage caused by removal, transport, storage, or reinstallation is not covered.

See Transfer ownership or moved house.