Guarantees and warranties
The three separate promises that cover your system — your statutory rights, our workmanship guarantee, and the manufacturer warranty — and what each one actually covers.
In short
- Your statutory rights come first and cannot be signed away by anything here.
- Our workmanship is guaranteed for 12 months. If a fault is down to how we fitted it, we fix it free.
- The manufacturer warranty is 5 or 7 years depending on the unit, and it is with them, not us. We help you claim.
- Manufacturer warranties generally require an annual service. AirCare does that — and so does any competent F-Gas engineer. You are not tied to us.
A summary, for orientation. The clauses below are the ones that bind us.
On this page
Your rights come first
Nothing in this document, or in any guarantee or warranty, reduces what you are entitled to by law. A guarantee is something added on top; it is never a substitute.
| What must be true | If it is not |
|---|---|
| The equipment is of satisfactory quality, fit for purpose and as described | Within 30 days: reject it and get a full refund. After that: a repair or replacement, and a refund if that fails |
| The installation is done with reasonable care and skill | We put it right at our cost. If we cannot, a price reduction |
| The installation is done within a reasonable time | You can hold us to a reasonable time, and cancel if we cannot meet one |
These are rights against us, not against the manufacturer, and they apply whatever any warranty says.
Our workmanship guarantee
We guarantee our own work for 12 months from the day of installation. If something fails because of how we fitted it — a leak at a joint we made, a bracket that was not right, a commissioning error — we come back and fix it at no cost to you.
What it covers
- Pipework, joints and connections we made
- Mounting, brackets and the way units are fixed
- Electrical connections we made to your existing supply
- Commissioning, including refrigerant charge and system settings
- Making good where we passed through a wall
What it does not cover
- The equipment itself — that is the manufacturer warranty below
- Damage caused by someone else working on the system
- Accidental damage, misuse, or an outdoor unit hit by something
- Faults in your existing electrics or building that we did not cause
- Normal wear, filters that need cleaning, or settings changed at the controller
To claim, email hello@duneair.com with your order reference and what is happening. We do not charge a call-out fee to look at a workmanship claim, and if it turns out not to be our work we will tell you what it is rather than leaving you with a bill and no answer.
The manufacturer warranty
Every unit we fit carries a manufacturer warranty — five years on the Essential system, seven on the Considered systems. We register it for you at installation, and the paperwork comes with your handover pack.
This warranty is with the manufacturer, not with us
The condition that catches people
These warranties generally require the system to be serviced once a year by a qualified engineer, with the visit recorded. Miss the services and the manufacturer can decline a claim years later — which is the single most common way somebody loses cover they paid for.
You are not tied to us for that
Keep the service records whoever does the work. A claim usually turns on being able to show the services happened.
If you sell the house
The manufacturer warranty normally stays with the equipment rather than with you, so it passes to the new owner with the property. Our workmanship guarantee does the same for whatever is left of the 12 months.
Leave the handover pack and the service records with the house — it is a genuine selling point and it is the only proof the servicing was done.
AirCare does not transfer automatically, because it is a monthly payment from your card. Tell us and we will stop it; the new owner can start their own plan if they want one.
What this document is written against
- Consumer Rights Act 2015Sections 9 to 11 and 49 set the standards in clause 1, which a guarantee sits on top of and can never replace.
- Consumer Contracts Regulations 2013, Schedule 2(p) and (q)Require the reminder of the legal duty and the details of any commercial guarantee before you order.