Warranty FAQs
We've put together answers to some commonly asked questions we get about warranty. If you don't find the answer you are looking for, please get in touch with our installer care team on 0331 311 2202, or installer.care@nibe.co.uk.
How do I know if my customers unit is in warranty?
If you’re a NIBE Pro, log into NIBE Professional and navigate to your profile. This displays all the installations we have by your company that are registered on our system.
If you are not a NIBE Pro, please speak to our installer care team on 0330 311 2202 who will be able to tell you.
One of my installations is missing from the website. What should I do?
If an installation is not there, then we have no record the warranty being registered. You will need to register the installation for warranty as you would do for other installations.
How do I register a warranty?
Navigate to the warranty registration page under the Information menu.
If you are a NIBE Pro, you must be logged in to register your warranty. If you are not logged in, there is a risk you will not receive your extended warranty.
How do I make a warranty claim?
If you are a NIBE Pro, please follow the warranty claims procedure.
If you are not a NIBE Pro, please speak to our technical team who will assist with diagnosis and arrange an engineer visit if required.
How can I get a copy of a warranty certificate for an installation?
When you register your installation you, and your customer, will automatically receive the warranty certificate via email. If you need another copy, please get in touch with our installer care team at installer.care@nibe.co.uk.
What does the warranty cover and what’s excluded?
The NIBE heat pump product is guaranteed for 24 months for parts and labour from the date of installation or 33 months from the date of manufacture, whichever is shorter.
For full details, please read our warranty terms and conditions.
How long is the standard warranty period?
The standard warranty period is two years. If you are a NIBE Pro installer and you follow the warranty terms and conditions, you will be elligible for an extended warranty.
Does the warranty transfer to a new homeowner if the property is sold?
The warranty is attached to the heat pump product - not the dwelling or the person. As such, yes, the warranty transfers to a new homeowner if the property is sold
Do I need to carry out regular servicing to maintain the warranty?
Warranty terms and conditions outline the heat pump must be serviced once a year to continue the warranty. Failure to do so may result in the warranty becoming void.
Is technical support available to help diagnose a fault before submitting a claim?
If you require technical assistance, please get in touch with our technical department who will either assist you over the phone or email, or dispatch a NIBE engineer to assist on site.
Can I track the progress of a warranty claim?
Please get in touch with our technical department who will be able to provide you with an update on your claim.
What information do I need when submitting a warranty claim?
Please provide us with the product's serial number, installation date, customer name, address, phone number, installer details and the fault with the unit.