Warranty Details

1. Overview 

At Cord Power Technologies Ltd (Cord EV), we are committed to delivering high-quality, positively easy charging products backed by a clear and fair warranty. 
This policy should be read alongside our Terms & Conditions and Warranty Details at www.cord-ev.com. 

Our warranty applies to products purchased and installed directly from Cord EV. If your product was purchased (or installed) through a third party, please contact them first, as your warranty claim must be processed through your original point of sale. If you purchased your charger from Cord but used an independent electrician to install the product, you must register the product to activate the warranty.  

(Please note: while your contract of sale is with the third party, Cord may still provide support at its discretion and where legally required.) 

Important: Charger uptime is not guaranteed. We recommend that you maintain access to alternative charging options (such as a portable 3-pin charger, workplace charging, or public charging) at all times. Cord is not responsible for any costs of public charging or consequential losses arising from, but not limited to, installation delays, warranty callouts, or connectivity issues. 

2. Warranty Coverage 

Cord EV offers two types of warranty: 

• Product Warranty – up to 5 years (depending on the model purchased or upgrades applied) 
• Installation Warranty – up to 3 years (including RCBO and installation work) 

Key points: 

• All Cord EV chargers include a 36-month standard product warranty from the date of installation. 
• Certain models or customers who upgraded may benefit from an extended warranty of up to 60 months.
• Covers defects in materials, workmanship, and operability (including firmware issues).
• Repairs or replacements (at Cord’s discretion) are provided free of charge, including parts and labour.
• Repaired or replaced products do not extend the original warranty period.
• Cord may, at its discretion, refund the original payment amount instead of repair or replacement if such action is not possible, unreasonable, or would cause disproportionate delay or inconvenience (in line with the Consumer Rights Act 2015).
• Replacement products may include refurbished components, fully tested and certified by Cord.
• Any replaced components become the property of Cord. 

3. What’s Not Covered 

The warranty does not cover faults or damage caused by: 

• Normal wear, ageing, or cosmetic deterioration 
• Damage caused by theft or vandalism or any other third-party 
• Misuse or use of any kind of the goods by you or any third party that is not as set out in our user guide available at www.cord-ev.com and supplied with the goods, or any other oral or written instructions issued by us regarding the storage, installation, commissioning, use or maintenance of the goods
• Unauthorised opening of the goods by you or any third party 
• Installation not performed by Cord or an approved installer
• Power surges, over/undervoltage errors caused by local power fluctuations and/or incorrect configuration of DNO (distribution network operator) equipment 
• Natural disasters, acts of god, pandemics, fire, flood, lightning, or similar events 
• Modifications or interference by unauthorised parties 
• Use of non-Cord accessories or software 
• Failure to maintain firmware or app updates 
• Internet or energy supplier service interruptions 
• Delayed fault reporting: Faults should be reported to Cord as soon as reasonably possible after discovery. Delays may affect our ability to process the claim promptly but will not automatically void coverage unless the delay has caused further damage or prevented effective inspection. (In such cases, the issue may not be deemed urgent or covered under warranty.)
• Storage or operation outside the environmental limits stated in the user manual 

Costs for non-covered faults: Diagnostics, call-out fees, transport, and any associated costs for faults outside warranty coverage will be chargeable.

If we find that the fault or issue with the goods is due to a reason not covered by the warranty conditions set out above, the costs of the removal, repair, replacement, transportation, delivery, reinstallation, diagnostics, call-out fees, and any other costs will be your responsibility.

We reserve the right to suspend the performance of any repair or replacement of the goods as set out in these terms at any time until you have in full for such repair, replacement, and/or associated costs for which you may be responsible. 

4. GSM Connectivity 

• GSM service is included for 3 years post-installation.
• After 3 years, data charges may apply.
• Cord may suspend GSM for excessive data usage or unpaid fees.
• Wi-Fi connectivity can be used instead of GSM.
• Connectivity depends on third-party mobile network coverage and will vary by location. 

5. Warranty Service 

• Faults should be reported to Cord as soon as reasonably possible after discovery. 
• For Cord-installed units: service is provided on-site.
• For third-party installations: service is provided on a return-to-base basis. Any costs incurred to remove and/or return the product are not covered by Cord.
• Cord may pause warranty work if any related invoices remain unpaid.
• Any maintenance or service contracts you hold with Cord take precedence over this policy.
• Software defects will be addressed via OTA updates first, then return for repair if unresolved. What does this mean? OTA (Over-The-Air) updates allow Cord to remotely send software or firmware fixes to your charger using GSM or Wi-Fi, without needing a physical visit. This is usually the quickest way to resolve issues. If the update does not fix the problem, the unit may need to be returned for repair or serviced on-site.
• Before any warranty repair or on-site service is arranged, Cord will carry out mandatory remote investigations and diagnostic checks. These checks help us identify and resolve issues quickly, often without the need for a physical visit.
• On-site service will only be scheduled at Cord’s discretion following completion of these initial remote checks. 

Please ensure you have alternative charging arrangements (e.g., portable 3-pin charger, workplace, or public charging) during any service period, as charger uptime cannot be guaranteed. Cord will not cover costs associated with public charging due to installation delays, warranty call-outs, or connectivity issues.  

6. Transferability 

• The warranty applies to the original purchaser and automatically transfers to any new owner of the same property where the charger remains installed. 
• If relocated by a Cord-approved installer, the warranty may be re-registered. Re-registration must be obtained in advance of relocation by emailing hello@cord-ev.com.  

7. How to Make a Claim

Please complete the warranty claim form:  https://www.cord-ev.com/cord-warranty-claim  
  
8. Resolution Times 

• We aim to resolve warranty claims as soon as possible. As a minimum, we will:  
• Acknowledge claims within 7 working days
• Propose resolution within 21 working days
• Complete repairs or replacements within 8 weeks (unless otherwise agreed) 

9. Your Legal Rights 

• This warranty offers benefits in addition to your statutory rights under the Consumer Rights Act 2015. 
• If you remain dissatisfied, please refer to our Complaints Policy. 

10. Further Questions

• If you have any questions or would like any further clarification please don't hesitate to get in contact with us.