Customer Support

Returning A Product

We offer a 14 day returns policy for which to return your item to us for a full refund, from the date the item was received. The item must be in pristine condition and come complete with the original undamaged packaging. (see full terms here)

Request A Return Report A Fault

To return the Product(s), you should package the parcel securely and make sure you include a note of your name, address, receipt/invoice and enclose any returns slips, RMA numbers we have provided inside the parcel. Return the product to us, either by courier or by recorded delivery mail or other forms of certified mail or, if the Product(s) are too bulky to return by mail, then by a suitable carrier, to the following address:

Returns Address

FAO myenergi Returns Dept

Pioneer Business Park
Faraday Way
DN41 8FF

Product Warranty

Subject to the provisions described in our terms  here, myenergi products are protected for three (3) years from the date of purchase against faults in material and workmanship. 

Warranty Support

Customers must report the faulty product to myenergi by either by filling out the form above, emailing us at or calling us on +44 (0)333 300 1303. Our Technical Support team will carry out an assessment, collect any further details and if necessary, arrange a service visit by one of myenergi approved warranty installers. 

Payment Options

We accept payments securely through Stripe and options include: –

payment options

Customer Service FAQ's

My product has a problem, what do I do?

If any of your myenergi products develop a fault or aren’t functioning as expected, please create a Tech Support Ticket. Click on the Installer Base section under support and complete the Technical Support Ticket form. A specialist for your particular product will then be in touch to guide you through and offer solutions.

How do I return my faulty product?

When a replacement unit/part is dispatched to you, you should receive an email within 24 hours which contains all the information on how to return your faulty product back to us. If you haven’t received this, please get in touch with us at and we will get the information sent over to you.

When will my replacement be dispatched?

Currently, we process and dispatch all replacements within approximately 48 hours of them being reported. However, we can not 100% guarantee this as internal and external factors can impact our dispatch times. We are working incredibly hard every day to ensure delivery times are as short as possible.

I’ve performed a replacement/repair under warranty, how do I claim my £75 + VAT (if applicable)?

All site visits must be authorised by our Tech Support Team before being undertaken. Any un-authorised visits will not be compensated by myenergi Ltd.

Once the site visit has been completed, please send through a valid invoice with the value of £75 + VAT (if applicable) to Also, please ensure that the Ticket Number from our Tech Support Team is clearly referenced. If you do not have this, please get in touch and we can provide it.

This invoice will then be processed within 21 days of receipt.

I'm an installer and have some faulty returns; how do I return them?

Please send through a list of the faulty units you have to return, with their corresponding serial numbers, product codes and any other information relating to the unit. This list should be sent through to Our Customer Support Team will then be in touch to organise a return or request further information.

I want to ask my local installer; will his visit be covered?​ How long do I need to wait for my product to be repaired or replaced?

No. We will appoint an approved warranty installer once we have assessed the problem and decided a home visit is necessary.

All faults must be reported to myenergi first. Any un-authorised repairs or replacements will result in voiding the manufacturer warranty.

I’m moving my house and I’m taking the charger with me – will this be covered?​

If the product is removed and re-installed by a myenergi approved and trained installer we will, following your request, maintain the warranty protection for your product in your new home.

I live on one of the UK’s remote islands, will I be covered in case my product is faulty?

The warranty terms apply to products installed in the mainland UK , Northern Ireland and Republic of Ireland. If you live on the remote island, please contact Technical Support for further information.