Warranty & support
Two different promises, and it matters which is which.
One belongs to the company that made the equipment. One belongs to us. Confusing them is how customers end up with nobody taking responsibility.
Manufacturer warranty
Issued by whoever made the equipment, on their terms, for their stated period, and subject to their conditions. It covers the product itself — a module that degrades faster than specified, an inverter that fails, a battery that does not hold the capacity it was rated for.
Every item in your system has its own. We record the exact terms for each one and hand them to you at commissioning, in full — not summarised, not paraphrased, and not represented as ours.
Ridlin service commitment
Ours, and separate. It covers the workmanship of the installation we carried out and the design decisions we made — the structure, the cabling, the protection, the earthing and the commissioning.
It also covers the part customers most often find themselves alone with: pursuing a manufacturer claim. We diagnose the fault, assemble the evidence, submit the claim and do the replacement work. If something is wrong with a system we built, it is our problem to resolve regardless of whose part it is.
Making a claim
What actually happens.
Four steps, and you deal with us at every one of them.
- 01
Raise it with us
Use the service request form. You get a ticket reference immediately, and it is tracked from that point.
- 02
We diagnose it
We establish what has actually failed — which determines whether it is a product issue, an installation issue, or neither.
- 03
We assemble the claim
If it is a product failure, we compile the evidence the manufacturer requires and submit it. You do not deal with them.
- 04
We do the work
Removal, replacement and recommissioning of the affected equipment, and re-testing before we call it closed.
Warranty
What people ask us about warranty.
How long is the warranty on my system?
There is no single answer, and anyone who gives you one without looking at your proposal is guessing. Each component carries its manufacturer’s own period and conditions, and they differ — modules, inverters and batteries are typically all different. The exact terms for your system are in your handover documentation, and we will re-send them on request.
Who do I contact if something fails?
Us. Raise a service request and we take it from there, including any dealing with the manufacturer. That is the point of the service commitment.
Does the warranty cover the installation work?
The manufacturer’s warranty covers their product, not our workmanship. Our service commitment covers the installation. Between the two, the whole system is accounted for — which is why we are explicit about the boundary rather than blurring it.
What would void a warranty?
Typically unauthorised modification, physical damage, or operating equipment outside its stated conditions — and the specifics vary by manufacturer. If you are planning changes to a system we installed, ask us first; it is a short conversation that can save a claim.
Need help with an existing system?
Raise a service request and you will have a tracked ticket with a reference in under a minute.