01
Product warranty
Manufacturer cover for a specific panel, inverter, battery or other supplied product, subject to its own terms.
Solar warranties
Solar warranties, explained without the small print.
A good proposal should explain the different protections around your panels, inverter, battery and installation. This guide helps you know which questions to ask and where your key documents should sit.
Survey-led designClear package guidanceFinal layout confirmed at survey
A helpful place to start
Four kinds of reassurance to understand.
Read the short practical points first, then use the detail, independent resources and HEG routes that match your question.
02
Performance warranty
A panel performance commitment is different from a product warranty. The selected AIKO panel terms are confirmed in your proposal.
03
Workmanship and installation
Installation cover and relevant certificates should be clear in the handover pack, rather than assumed.
See it in context
Your system documents should be as connected as the equipment.
HEG provides a digital handover route for key information. Product terms remain specific to the equipment selected, while the installation paperwork explains the wider system and support arrangements.
1
Compare the cover types
Ask which part of the system each warranty covers, who provides it and how long the relevant terms apply.
2
Read the selected product terms
HEG confirms the chosen equipment and documents in your proposal rather than applying a generic promise to every system.
3
Keep your handover pack together
Your customer portal and handover documents bring the key certificates, product information and support routes together.
Your HEG customer portal
Your handover pack, support and next steps in one private place.
Once you have accepted a quote and appointed HEG to carry out renewable work at your property, we invite you to your own customer portal. It is designed to keep the key information around your system together, rather than leaving you to search through emails.
The documents available depend on the agreed work and the completed installation. If you need a document or portal help, the HEG team can guide you.
Your handover pack
Keep product data sheets, manuals, warranties and the documents for the equipment selected for your home in one practical place.
Installation records
Your completed handover can include relevant MCS, insurance-backed guarantee, electrical-safety and DNO documents where they apply to your installation.
Technical help for your products
Use product-specific help videos and guidance for the equipment installed at your property, with a clear route to the HEG team if you need more support.
Raise a concern clearly
The portal gives you a clear route to raise a technical issue. If you wish to raise a complaint, HEG also makes the formal complaints route easy to find.
Helpful answers
Questions people often ask first.
Open the answers you need. Where the answer depends on your home or chosen equipment, we explain what a survey or proposal will confirm.
What warranty applies to AIKO solar panels?
The selected AIKO panels in HEG product materials are presented with 30-year warranty information. The exact product and performance terms for the panels in your system are confirmed in your proposal and handover documents.
What Hanchu warranty applies to my battery or inverter?
Hanchu ESS equipment in HEG product information carries a 12-year manufacturer warranty. The applicable terms for the exact equipment selected are confirmed in your proposal and handover pack.
What is HEG’s insurance-backed guarantee?
HEG includes a five-year insurance-backed guarantee as part of the installation reassurance described in your paperwork. The relevant policy documents set out the cover and terms.
Are product, performance and installation warranties the same thing?
No. They can cover different products, responsibilities or performance measures. A clear proposal should show what applies to the selected panels, inverter, battery and installation.
Where can I find my certificates and documents?
Your HEG customer portal and handover pack provide a practical place for key installation, product and warranty information. Contact HEG if you need help locating a document.
Independent and official guidance
Keep checking the facts at your own pace.
These external resources support the practical topic on this page. They open in a new tab.
Keep exploring
The next useful question may be here.
Practical, survey-led advice
Want the cover explained around your own proposed system?
Talk to HEG before you decide. We will explain the selected products and paperwork in plain English.
Hanchu ESS video library
See the Hanchu ESS features in action
Short product overviews to help you understand compatible solar and battery features before you request a tailored HEG proposal.
Battery safety overview
Hanchu ESS battery safety features
See the safety features presented for a Hanchu ESS home battery, including BMS monitoring, fire-safety detection and the internal protection measures shown in this overview.
Smarter charging settings
Weather Optimise in the Hanchu ESS app
See how compatible systems can use a chosen charge window and weather-condition-specific state-of-charge targets. Settings and outcomes depend on the system, tariff and weather forecast.
Solar generation feature
Hanchu ESS Shadow Scan
Watch how Hanchu ESS shadow management scans the PV voltage range to help identify the best available operating point when partial shading creates multiple power points.
Works with Octopus
A Hanchu hybrid solar-and-storage design can be planned around compatible Octopus time-of-use tariffs. Octopus confirms current tariff availability and enrolment.
Ongoing care is optional
Explore planned HEG Care memberships for eligible solar systems. Membership is separate from your installation price, warranty and any repair work.