Warranty and service
What we cover, and where the line is.
Most warranty pages only tell you what goes well. Below you get both: which terms apply and under what conditions, and what voids the warranty. You should know that last part before you buy, not after.
The terms, per part
A home battery is not one thing. The battery modules and the inverter each have their own term, and those differ. Anyone who says “ten years of warranty” without that distinction is telling half the story.
- Battery modules
- 10 years modules · 5 years inverter · 70% after 7,000 cycles
- Inverter
- 5 years
- Capacity
- 70% left after 7,000 cycles
- Measuring condition
- 0.5C · 25 ±5 °C · 95% DoD
- Applies to
- FlexVolt One LV and HV
- Coverage
- material and manufacturing defects
- Start
- installation, or 4 months after delivery
- Report a fault
- within 3 months
These terms apply to the FlexVolt One LV and the FlexVolt One HV: ten years on the battery modules, five years on the inverter. The full conditions are in the warranty document; request it through support@dysun.energy.
The warranty starts earlier than you think
The term starts on the earlier of two moments: the day the system is installed, or four months after it left the factory.
That second point is not a detail. A system that sits in a warehouse for months is ticking along. So ask for the production date with your quote, and make sure the installation date is filled in on the warranty card — that is the document used later to determine which term applies.
What the capacity warranty says exactly
A battery slowly holds less energy. The warranty records how much: after 7,000 cycles there must still be at least 70% of the original usable energy in it, measured at 25 ±5 °C with a charge and discharge current of 0.5C and a depth of discharge of 95%.
Besides that cycle count there is a second limit: a maximum amount of energy that has passed through in total. The warranty runs to whichever is reached first.
That 0.5C is part of it. Dysun Energy delivers at 0.5C as standard; if you explicitly want a system that charges and discharges at 1C, different warranty conditions apply and you will hear that from us before the order.
Four things that keep the warranty valid
No small print: these are the conditions people run into in practice. They are here so you know them on the day of installation rather than on the day of the fault.
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Have it fitted by a certified installer
The system must be installed and commissioned by an authorised, certified installer. Proof of correct commissioning may be requested. Faults caused by incorrect installation fall outside the warranty — which is also why we deliver exclusively through our network.
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Make sure the warranty card is filled in
Installer, serial number, purchase and installation date and invoice number. Without those details a claim cannot be substantiated later. Your installer fills in the card at handover; keep it with your invoice.
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Keep the system connected to the internet
The warranty on the inverter runs along with firmware updates installed remotely. If the system stays offline for a long time, those updates cannot be carried out and that affects the cover of the inverter warranty. A connection is therefore not a convenience but a condition.
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Report a fault within three months
A claim must be submitted within three months of you knowing about the problem. If you wait longer, it will no longer be taken up. Not sure whether something is a fault? Report it and let us take a look; that costs nothing and keeps the term open.
What is not covered
This is the part that usually disappears into a PDF. We put it right here, because a warranty is only worth something once you know where it stops.
The warranty does not cover defects caused by:
- damage to the product or the packaging through incorrect storage before installation;
- damage during transport not carried out by the manufacturer;
- the use of incompatible accessories;
- failure to follow the operating, installation or maintenance instructions — including the required ambient temperature during use: charging at −10 to 50 °C, discharging at −10 to 55 °C;
- failure to follow the safety instructions;
- incorrect use or misuse, including accidents and outside influences;
- repairs by an unauthorised party;
- third-party products or parts combined with the system;
- moving and reinstalling the system at a location other than the original one, without express written permission;
- force majeure, such as war, crime and natural disasters;
- wear that does not adversely affect operation;
- a serial number that is no longer legible or has been changed;
- refusing access to the performance data of the system, or altering it after a claim has been submitted.
Moving house and want to take the system with you? That is possible, but not just like that: discuss it with us in advance, so permission is arranged and your warranty stays in place.
How to report a fault
There is a fixed order to it, and it starts not with us but with the installer who knows the system.
1. Switch the system off safely. In the event of a fault, use must stop and the system must be disconnected from every energy source. Do not do that yourself if you are in doubt — call your installer.
2. Call your installer. They do the first diagnosis. Many reports can be resolved remotely, and a part sent back unnecessarily costs everyone time.
3. If you cannot work it out, we join in. The installer brings in Dysun Energy and we bring in the manufacturer's service centre. The claim needs the details from the warranty card, plus a description of the defect and the readings the system shows.
4. Repair, replacement or compensation. With a justified claim the part is repaired or replaced. A replacement part has the same performance and reliability as the original. If it cannot be repaired or replaced, compensation follows, depending on how long the warranty has been running.
Who bears the call-out, the hours and the replacement part differs per case and per partner level of your installer; it is set out in their partner terms. Ask about it with the quote, so you know before the first fault.
Request the full conditions
Would you like to read the complete warranty document before ordering anything? Ask for it and we will send it over. Rather discuss your situation first? Feel free to call; no quote has to follow.