Every AUX heat pump and air conditioning unit supplied by AUX UK carries a 10‑year product warranty from the date it is commissioned. Register within 90 days and have the system serviced every year to keep the full term.
The process
Your system is installed and commissioned by a qualified, certified professional, who completes and signs a commissioning record. Keep your copy.
Register online at www.auxuk.com within 90 days of commissioning, in the homeowner’s name and at the installation address. Late registration limits the warranty to 12 months.
First service within 12 months of commissioning, then every year. Heat pumps by an MCS‑certified company, air conditioning by an F‑Gas certified engineer. Servicing is not included in the warranty.
Warranty card and registration confirmation, commissioning record, proof of purchase and a record of every annual service. We may ask for them before any warranty work.
Claims
Is the power on, and has a switch or breaker tripped? Are the controller settings correct? Is an error code showing? For heat pumps, is the system water pressure in the normal range?
They know your system and can check whether it is a product fault or something else. If your installer has closed down or can’t be reached, contact us directly.
You, or your installer on your behalf, email warranties@auxuk.com or call 0345 257 7387 with proof of purchase, the commissioning record, service records, model and serial number, the error code and photos.
We acknowledge your claim within 2 working days and confirm our decision or next steps within 10 working days.
Our engineer inspects the system and writes a report explaining what caused the fault. AUX makes the final decision on whether it is covered, and the person who booked the visit receives a copy.
If a manufacturing fault is confirmed and the warranty conditions have been met, we supply the replacement part, or a replacement unit, free of charge. If it is not a product fault, a fixed call‑out fee applies.
Cover
It covers AUX products supplied in the UK by Alp Heating Ltd, directly or through our merchants and resellers, and installed in UK homes: the product, not everything around it.
Charges
Replacement parts and units are free for confirmed manufacturing faults. Any call‑out fee goes to whoever booked the visit; we confirm charges when booking.
| Item | Charge |
|---|---|
| Replacement part or unit – confirmed manufacturing defect (10 years) | Free of charge |
| Call‑out where the fault is not a manufacturing defect, no fault is found, or conditions are not met (includes up to 2 hours on site) | £290 + VAT per visit |
| Additional time beyond 2 hours | £80 + VAT per hour or part hour |
| Remote area travel supplement – applies to every visit | £100 + VAT per visit |
| Missed or late-cancelled appointment | £290 + VAT |
| Non‑warranty parts and materials on chargeable visits; access equipment | Quoted in advance / at cost |
FAQs
The most common questions in plain English. The full terms are in the AUX Warranty Terms & Conditions, and they apply if there is any difference.
Your AUX product is covered for 10 years from the date your system is commissioned (switched on and set up by your installer).
To get the full 10‑year cover, two things are needed:
It covers faults caused by a manufacturing or material defect in your AUX product supplied by Alp Heating Ltd (see question 4) – that is, the AUX indoor unit(s), outdoor unit(s), heat pump unit and any AUX controller supplied with them. If a fault is confirmed, we supply the replacement part, or a replacement unit if needed, free of charge. The warranty applies to homes in the UK.
The warranty covers the AUX product, not everything around it. Examples of things that are not covered:
The full list is in the AUX Warranty Terms & Conditions (PDF), opens in a new tab.
The AUX UK warranty only covers AUX products supplied in the UK by Alp Heating Ltd, either directly or through one of the merchants and resellers we supply. We check this using the serial numbers of your units when you register.
AUX units imported or sold by other companies, or bought outside the UK, are not covered by this warranty, and we are unable to provide warranty support or visits for them. If you have one of these units, please contact the company you bought it from. Your legal rights against that seller are not affected.
Tip: before you buy, ask your installer or supplier to confirm the units come from Alp Heating Ltd or one of our approved merchants.
No. The warranty covers faults in the AUX product itself. It does not cover how the system was installed. If a problem is caused by the installation, that is the responsibility of your installer.
Register online through the warranty registration page, opens in a new tab within 90 days of commissioning. Either you or your installer can do this, but it must be registered in the homeowner’s name and at the address where the system is installed. You will need:
Your warranty will be limited to 12 months from the commissioning date, instead of 10 years. That’s why we recommend registering as soon as your system is installed.
Yes. To keep your warranty valid, your system must be serviced every year, with the first service within 12 months of commissioning:
The cost of servicing is not included in the warranty. Regular servicing also keeps your system running efficiently and helps prevent breakdowns.
Please keep these safe, as we may ask for them before any warranty work:
If you can’t show proof of annual servicing when asked, the warranty may be void.
Start with a few simple checks:
If the problem continues, contact your installer first. They know your system and can check whether it is a product fault or something else.
If your installer confirms a product fault, you (or your installer on your behalf) can contact us by email at warranties@auxuk.com or by phone on 0345 257 7387. Please include:
We will acknowledge your claim within 2 working days and confirm our decision or next steps within 10 working days.
Our engineer will inspect the system, or the returned part, and write a report explaining what caused the fault. AUX makes the final decision on whether it is covered by the warranty, based on that report. The person who booked the visit will receive a copy of the report.
Contact us directly at warranties@auxuk.com or on 0345 257 7387 and we will arrange a visit to diagnose the problem. The normal visit terms apply (see question 15).
There is no charge for the replacement part or unit if our engineer finds a manufacturing fault in the AUX product and the warranty conditions have been met. Whether the visit itself is charged is set out in the AUX Warranty Terms & Conditions (PDF), opens in a new tab.
A fixed fee of £290 + VAT applies if the fault is not a product fault – for example, if no fault is found, the problem is caused by the installation, pipework, water quality or electrical supply, or the warranty conditions haven’t been met. The fee includes up to 2 hours on site. Extra time is £80 + VAT per hour, and any parts not covered by the warranty will be quoted before they are fitted.
The person or company who booked the visit – whether that is the homeowner or the installer. We will confirm the charges when the visit is booked, and we may ask for payment or a card authorisation before we attend.
Our engineer’s report will show the cause. You can use this report to take the matter up with your installer, including asking them to cover the cost of the visit and repair. Your legal rights under UK consumer law are not affected by this warranty. For advice, you can contact Citizens Advice, opens in a new tab.
Yes. A travel supplement of £100 + VAT applies to every visit in these areas:
Our engineer needs safe, easy access to the unit. If scaffolding, access platforms or removing cupboards or ceilings is needed, this is charged at cost. If you need to change your appointment, please give us at least one working day’s notice. Late cancellations, or visits where we can’t get access, are charged at £290 + VAT.
A replacement part or unit is covered for the rest of your original 10‑year warranty. Replacing a part does not restart or extend the warranty period.
Selling your home: the warranty passes automatically to the new owner for the rest of the warranty period, as long as the unit stays at the same address. The new owner should let us know at warranties@auxuk.com.
Moving the unit: you must get written approval from AUX before the unit is moved, altered or re‑commissioned. Moving it without approval will void the warranty.
This page is a summary. Your statutory rights, including those under the Consumer Rights Act 2015, are not affected. AUX may update the warranty terms, procedure and charges for valid reasons; the latest version is always published here.
Our warranty team is happy to help.