Urbn Solar Warranty Policy

Last Updated: October 2026

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At URBN Solar, we are committed to providing high-quality solar PV, battery storage and associated renewable energy systems. Our installations include a combination of our own workmanship warranty and individual manufacturer warranties applicable to the equipment installed.

This policy explains how these warranties operate, how to report a fault, and what customers can expect where a product needs to be referred to a manufacturer under its warranty or Return Merchandise Authorisation (RMA) process.

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1. Types of Warranty

A solar and battery installation will typically be protected by several different warranties.

URBN Solar Workmanship Warranty

Our workmanship warranty covers faults arising directly from the installation work carried out by URBN Solar, subject to the terms and conditions of the warranty provided with your installation.

Examples may include issues relating directly to the workmanship of the installation, mounting system, electrical installation or other work completed by our engineers.

Full details of the applicable workmanship warranty period and cover will be provided within your handover documentation.

Manufacturer Product Warranties

The individual components installed as part of your system are covered by warranties provided by their respective manufacturers.

Depending on the system installed, these may include:

• Solar panel product warranties

• Solar panel performance warranties

• Inverter warranties

• Battery warranties

• EV charger warranties

• Optimiser warranties

• Gateway, controller and communication equipment warranties

• Other equipment-specific warranties​​

The length, terms and level of cover vary between manufacturers and products. Customers should therefore refer to the specific manufacturer's warranty documentation supplied with their system.

A manufacturer's warranty is provided by the manufacturer and is separate from URBN Solar's workmanship warranty.

 

2. Reporting a Fault

If you believe there is a fault with your system, please contact URBN Solar and provide as much information as possible, including:

• Your name and installation address

• A description of the problem

• When the issue first occurred

• Any error codes displayed

• Screenshots from the relevant monitoring application, where available

• Photographs or videos where appropriate

Providing this information at the outset can significantly assist with diagnosis and may allow us or the manufacturer to resolve the issue remotely.

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3. Initial Diagnosis

Before equipment can be replaced under a manufacturer's warranty, the fault will normally need to be diagnosed.

Depending on the nature of the issue, this may involve remote monitoring, reviewing system data and error codes, manufacturer technical support, remote software or firmware updates, electrical testing or an engineer attending the property.

Not every system issue indicates a failed component. Communication problems, internet connectivity, software, configuration, grid conditions and other external factors can sometimes affect the operation or monitoring of a system.

4. Manufacturer RMA Process

Where we believe a component has developed a fault covered by its manufacturer's warranty, URBN Solar will normally raise a warranty claim with the relevant manufacturer or supplier.

This process is commonly referred to as an RMA (Return Merchandise Authorisation) or manufacturer warranty claim.

Once an RMA has been submitted, the manufacturer may require additional information before approving a repair or replacement. This can include:

• Serial numbers

• Installation and commissioning information

• Photographs

• Error logs

• Voltage or electrical test results

• Remote diagnostic data

• Firmware updates

• Additional testing

• Engineer reports

• Removal and return of the suspected faulty component

URBN Solar will provide the information reasonably required and cooperate with the manufacturer to progress the claim.

 

5. RMA and Manufacturer Timescales

We appreciate how frustrating it can be when part of a solar or battery system is not operating correctly.

However, manufacturer warranty and RMA claims can sometimes take a considerable amount of time to process.

Once a claim has been referred to a manufacturer, certain stages of the process are outside URBN Solar's direct control. These can include:

• The manufacturer's technical assessment

• Requests for additional diagnostics

• RMA approval

• Repair or replacement decisions

• Replacement equipment availability

• UK stock availability

• International shipping

• Manufacturer or distributor lead times

• Product discontinuation or substitution

• Manufacturer technical support response times

For this reason, URBN Solar cannot guarantee a specific timeframe for the approval, supply or delivery of replacement equipment where this is dependent upon a manufacturer, distributor or other third party.

Some warranty claims may be resolved quickly, while more complex cases can take several weeks or, in exceptional circumstances, longer.

Where possible, we will keep customers informed of material developments and will progress and chase outstanding claims where appropriate.

Any estimated timescale provided by URBN Solar for a manufacturer warranty claim is an estimate only unless expressly confirmed otherwise.

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6. Replacement Equipment

A manufacturer will determine the remedy available under its warranty terms.

Depending upon the manufacturer's policy, this may include:

• Repairing the existing product

• Supplying a replacement product

• Supplying a refurbished replacement

• Providing an equivalent or successor model

• Providing another remedy permitted under its warranty terms

URBN Solar does not control the manufacturer's decision regarding the product or remedy authorised under a manufacturer's warranty.

Where an identical product is no longer manufactured or available, the manufacturer may offer an equivalent or successor product in accordance with its warranty terms.

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7. Replacement Installation

Once replacement equipment has been received and any necessary approvals have been completed, URBN Solar will arrange the required works as soon as reasonably practicable.

Appointment availability may depend upon engineer availability, the nature of the work, access requirements, scaffolding requirements, weather conditions and whether additional equipment or manufacturer instructions are required.

Where labour or other costs associated with replacing a manufacturer's product are not covered by the manufacturer's warranty or another applicable warranty, we will explain any applicable charges before undertaking chargeable work.

Nothing in this section affects any costs that URBN Solar is legally required to bear under a customer's statutory rights.

 

8. Loss of Generation, Savings or Export Revenue

Solar PV and battery storage systems can occasionally experience downtime while faults are investigated or warranty claims are processed.

Unless otherwise required by law or expressly covered under a specific contractual guarantee, manufacturer warranty claims do not automatically provide compensation for consequential losses such as estimated solar generation, electricity savings, export payments, tariff benefits or other indirect financial losses.

Any entitlement will depend upon the customer's contract, applicable warranty terms and statutory rights.

 

9. Internet and Monitoring Services

Many modern solar, battery and EV charging systems rely upon internet connectivity and third-party cloud platforms for monitoring and certain smart functions.

Temporary loss of monitoring does not necessarily mean that the system has stopped generating or operating.

URBN Solar cannot guarantee the continuous availability of manufacturer applications, cloud platforms, APIs, Wi-Fi connections or third-party services that are outside our control.

Where possible, we will assist customers in identifying whether an issue relates to the installed equipment, local internet connectivity or a third-party service.

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10. Warranty Exclusions

Warranty cover may be affected where faults or damage arise from circumstances outside the original installation or manufacturer's warranty conditions.

Examples may include:

• Damage caused by third parties

• Unauthorised alterations to the installation

• Work undertaken by another contractor

• Accidental or malicious damage

• Fire, flooding or other external events

• Pest or animal damage

• Failure of the property's electrical installation unrelated to our work

• Internet or network failures

• Grid or Distribution Network Operator issues

• Failure to follow manufacturer operating instructions

• Equipment being used outside its specified operating conditions

Whether a manufacturer warranty claim is accepted remains subject to the applicable manufacturer's warranty terms.

 

11. Access to Equipment

Customers must provide reasonable access to equipment where inspection, testing, repair or replacement is required.

Where specialist access equipment or scaffolding is necessary, responsibility for those costs will depend upon the circumstances of the fault, the applicable warranty terms and the customer's statutory rights.

We will advise customers where additional access arrangements are required.

 

12. Insurance-Backed Guarantee

Where applicable to the installation, URBN Solar provides an insurance-backed guarantee through IWA.

The insurance-backed guarantee is separate from individual manufacturer product warranties and is subject to the terms, conditions and exclusions contained within the relevant IWA policy documentation provided to the customer.

Customers should retain this documentation alongside their MCS certificate and system handover pack.

 

13. Manufacturer Warranties and URBN Solar

URBN Solar will provide reasonable assistance in progressing manufacturer warranty claims for equipment that we have supplied and installed.

However, manufacturers remain responsible for administering their own warranty schemes and determining whether a particular product qualifies for repair or replacement under their warranty.

We cannot override a manufacturer's technical assessment, RMA procedure, stock availability or warranty decision.

Where a claim is delayed by a manufacturer, we will continue to progress the matter appropriately, but we cannot manufacture, authorise or release replacement equipment ourselves.

 

14. Statutory Rights

Nothing within this Warranty Policy excludes, restricts or replaces your statutory consumer rights.

Manufacturer warranties and insurance-backed guarantees are additional protections and do not replace any rights or remedies you may have against URBN Solar under applicable UK consumer legislation, including the Consumer Rights Act 2015.

Where your statutory rights provide a remedy independently of a manufacturer's warranty, those rights will continue to apply.

 

15. Keeping Customers Updated

We recognise that a system fault can be inconvenient, particularly where a manufacturer RMA is taking longer than expected.

Our role is to communicate with the relevant manufacturer or supplier, provide requested technical information, progress the claim and keep you informed of significant developments.

We ask customers to appreciate that repeatedly contacting URBN Solar cannot necessarily accelerate a manufacturer's internal RMA process where we are awaiting their technical decision, replacement authorisation or stock.

Nevertheless, we will continue to pursue outstanding cases appropriately until the matter is resolved.

 

16. Contacting URBN Solar

If you believe your system has developed a fault or you need to make a warranty claim, please contact URBN Solar with your installation details and a description of the issue via email - enquiries@urbnsolar.uk

Providing photographs, screenshots and error codes where available will help us investigate the matter as efficiently as possible.

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This policy should be read alongside your quotation, contract, handover documentation, workmanship warranty, insurance-backed guarantee and the warranty terms issued by the relevant equipment manufacturers.