Question 1

Can I install a charger in a rental property?

Accepted Answer

If you are not the property owner, you must obtain landlord permission before installation.
Additional permissions may be required for listed buildings or conservation areas.

Question 2

Can I install the charger myself?

Accepted Answer

No. EV chargers must be installed by a qualified electrician in accordance with BS7671 and the Code of Practice for EV Charging Equipment Installation.
Self-installation is not permitted and may invalidate the warranty.

Question 3

How do I connect my charger to Wi-Fi?

Accepted Answer

Use the Humax app to select your Wi-Fi network and enter the password.
Once connected, you can monitor and control the charger remotely.

Question 4

My charger is offline. What should I do?

Accepted Answer

1.    Power the charger off for at least 10 seconds

2.    Power it back on and allow up to 5–6 minutes to reconnect

3.    If the issue persists, contact customer support for assistance

Question 5

What should I do if I cannot find the charger hotspot?

Accepted Answer

The charger hotspot is only available for 15 minutes after power-up.
To access it:

1.    Power the charger off

2.    Power it back on

3.    Look for a hotspot starting with the charger serial number

If the hotspot still does not appear, please contact support.

Question 6

What if I forget my PIN code?

Accepted Answer

·         The PIN code is printed on the last page of the user manual

·         If unavailable, contact support with your charger serial number to request a reset

Question 7

What type of connector is used in the UK?

Accepted Answer

Most EVs in the UK use the Type 2 (Mennekes) connector, which is standard across the UK and Europe for AC charging.
Humax ECORD chargers are compatible with Type 2 vehicles.

Question 8

What is the difference between tethered and untethered chargers?

Accepted Answer

·         Tethered charger: Comes with a fixed charging cable attached

·         Untethered charger: Has a socket only; you use your own charging cable

Both options provide the same charging performance.

Question 9

What does a standard installation include?

Accepted Answer

A standard installation typically includes:

·         Mounting the charger on a suitable wall or permanent structure

·         Up to the specified cable length (depending on the selected installation pack)

·         Installation and testing of required electrical protections

·         Additional consumer unit or RCBO enclosure if required

·         Electrical testing, certification, and commissioning

·         App registration and a basic user demonstration

·         Labour and travel costs from the installer’s base

Question 10

What is not included in a standard installation?

Accepted Answer

The following are not included and may require a separate quotation:

·         Civil or ground works (trenches, ducts, channels)

·         Masonry, painting, or plumbing work

·         Electrical upgrades to non-compliant or outdated installations

·         New electricity supply or meter registration

·         Any refurbishment or construction work

Question 11

What about 22kW or three-phase installations?

Accepted Answer

22kW chargers require a three-phase electricity supply.
These installations are subject to bespoke quotations.

Question 12

How long does installation take?

Accepted Answer

Estimated installation times:

·         Up to 10 m cable pack: approx. 4 hours

·         Up to 15 m cable pack: approx. 5 hours

·         Up to 25 m cable pack: approx. 6 hours

Actual times may vary depending on site conditions.

Question 13

What is Smart Charging?

Accepted Answer

Smart Charging allows your charger to optimise charging based on factors such as electricity tariffs, time of day, and user preferences.
This helps reduce charging costs, balance grid demand, and support the use of renewable energy.

Question 14

How does the tariff feature work?

Accepted Answer

The tariff feature allows you to enter your electricity tariff details.
Charging will only start during off-peak periods, based on your settings.
You must also set a “ready time” to indicate when your vehicle needs to be charged by.

Question 15

How long does it take to charge an electric vehicle?

Accepted Answer

Charging time depends on the charger power, vehicle, and battery size.

·         Level 1 (standard socket): Several hours or more

·         Level 2 (home chargers, including Humax ECORD): Typically 4–8 hours

·         DC fast charging: Around 80% charge in approximately 30 minutes (vehicle dependent)

Humax ECORD chargers support Level 2 AC charging.

Question 16

How do I start charging immediately?

Accepted Answer

You can start charging in two ways:

·         Plug & Charge: Plug the cable into your vehicle to start charging automatically

·         RFID Card: Swipe the RFID card on the charger to start or stop charging

A yellow pulse indicates a successful RFID swipe.

Question 17

Can I lock my charger to prevent unauthorised use?

Accepted Answer

Yes. Humax smart chargers allow access control via the app, including locking/unlocking the charger and monitoring usage.

Question 18

Do Humax ECORD chargers qualify for the OZEV grant?

Accepted Answer

Humax ECORD chargers are designed to meet the technical requirements of the OZEV grant. Final eligibility depends on the installation meeting OZEV criteria and must be confirmed by an OZEV-authorised installer.

Question 19

How do I apply for the OZEV grant?

Accepted Answer

Customers do not apply directly.
The application is submitted by an OZEV-authorised installer as part of the installation process.

Question 20

Can I apply for the grant after installation?

Accepted Answer

No. The OZEV grant must be applied for before or during installation.
Installations completed without an OZEV-authorised installer are not eligible.

Question 21

Where can I find more information about the OZEV grant?

Accepted Answer

Up-to-date information is available on the UK government website:
https://www.gov.uk/guidance/electric-vehicle-chargepoint-grants

Question 22

MX7

Accepted Answer

General
Information







Power Supply







Single-phase









Rated Voltage







230V AC









Rated Current







32A









Frequency







50Hz





Cable type
Type 2 connector





Communication




WiFi







802.11b/g/n









Ethernet







802.3, 1 Port, 10/100 Mbps





LTE (Optional)
4G LTE Cat.1 module + uSIM socket + Antenna






Bluetooth







Bluetooth 5.0





RFID/NFC
RFID + NFC Mifare Classic, Type A






PLC







ISO 15118









OCPP







1.6J











Product Spec




Dimension







W 210 x H 335 x D 132 mm





Mounting type
Wall mounted / Standing pole (optional)


Housing material
PC + ASA






Weight







Cable type 4.7kg (5m) / 5.4kg (7.5m)
Socket type 3.3kg









Work temperature







-30°C ~ +50°C









Operating humidity







5% ~ 95%





Work altitude
< 2,000m






Warranty







5 Years (including Security update supports)











Safety & Security




RCD







DC 6mA detection, Ext. Type A RCBO is required









Ingress Protection







Cable type IP65 / Socket type IP54









Impact Protection







IK10









Tamper detection







Yes









PEN-fault protection







Yes









Electrical protection







Relay-Sticking protection, Over current protection
Over temperature protection, Surge protection
Residual current protection, Over/Under voltage
protection, Over/Under frequency protection












Certification







UK EVSCP Regulation 2021
EN 301 489-3 V2.3.2:2023
EN 301 489-17 V3.3.1:2024
EN 300 330 V2.1.1:2017
EN IEC 61000-3-12:2011+A1:2024
EN IEC 61000-6-3:2007+A1:2021
EN IEC 62311:2020
BS IEC 62955:2018
EN IEC 63000:2018
EN 303 645
BS 7671:2018
EN IEC 62196
BS EN IEC 61851-1:2019
EN IEC 61000-6-1:2019
ISO 15118 ready, UKCA
EN IEC 61851-21-2:2021
EN 300 328 V2.2.2:2019
EN 301 489-1 V2.2.3:2019

Question 23

EQ7

Accepted Answer

Input







Power Supply







Single-phase









Rated Voltage







230V AC









Rated Current







32A









Frequency







50Hz












Output







Output Voltage







230V AC









Maximum Current







32A









Output power







7kW












User Interface







Connector type







Type 2









Cable Length







4M or 7M









Enclosure







Plastic PC940









LED Indicator







Green/Yellow/Red









RFID Reader







Mifare ISO/IEC 14443 A









Start Mode







Plug&Play (Plug&Charge)/RFID card/App












Communication







WiFi







Yes (2.4GHz)









Bluetooth







Yes









Ethernet







Yes









OCPP







OCPP 1.6 JSON












Safety & Security







RCD







Type A + 6 mA DC detection









Ingress Protection







IP65









Impact Protection







IK08









Electrical Protection







Over Current protection,
Residual current protection,
Surge protection,
Over/Under voltage protection,
Over/Under frequency protection,
Overtemperature protection









Certification







UKCA









Certification Standard







EN IEC 62311:2020
EN 300328 V 2.2.2:2019
EN 300330 V 2.1.1:2017
EN 301489-1 V 2.2.3:2019
EN 301489-3 V 2.1.1:2019
EN 301489-17 V3.2.0:2017
EN IEC 61000-6-1:2019
EN IEC 61000-6-3:2021
EN IEC 61851-1:2019
EN IEC 61851-21-2:2021
BS EN IEC 61000-6-1:2019
BS EN IEC 61000-6-3:2021
BS EN IEC 61851-1:2019
BS EN IEC 61851-21-2:2021
IEC 62955:2018
BS 7671:2018/A1:2020/A2:2022









Warranty







3 Years












Environment







Installation







Wall-mount









Work Temperature







-30℃ to +50℃









Work Humidity







5% to 95%









Work Altitude







Less than 2,000 m












Package







Product Dimension







344 x 192 x 100 mm (H*W*D)









Package Dimension







440 x 340 x 240 mm (L*W*H)









Net Weight







3.5KG









Gross Weight







4.1KG









External Package







Carton

Question 24

What are V2G, V2H, and V2L?

Accepted Answer

• V2G (Vehicle to Grid): Sends energy from the EV battery back to the grid to reduce
electricity costs or generate revenue.
• V2H (Vehicle to Home): Uses EV battery power to supply a home’s electricity (useful
during outages or peak-rate hours).
• V2L (Vehicle to Load): Powers devices and equipment directly from the vehicle
(camping, construction sites, emergency backup, etc.).

Question 25

Can I use V2G/V2H with MX7?

Accepted Answer

Currently, these functions are not commercially supported. AC-based V2G/V2H requires both the vehicle (including its onboard charger) and the
charger to be approved by the DNO (Distribution Network Operator), such as through G99/G100 certification. MX7 hardware supports ISO 15118 communication, but the software and certification process are still in progress. Commercial availability will be announced once ready.

Question 26

What equipment is needed for V2G/V2H?

Accepted Answer

• Standard Type 2 cable
• Vehicle and charger that support bidirectional power flow and ISO 15118
• DNO approval and enrolments in an eligible tariff
• Some features may require a software subscription

Question 27

Can MX7 provide home backup power during outages (V2H)?

Accepted Answer

Not at present. Future support may be possible through certified accessories, depending on UK regulations and grid approval.

Question 28

What are the requirements for V2G?

Accepted Answer

Vehicle manufacturer support, enrolment in a relevant tariff, and in some cases a software subscription.

Question 29

How much can I save with V2G/V2H?

Accepted Answer

It depends on your installation, tariff, and usage patterns.

High-energy households (e.g., 2 EVs + solar PV + heat pump) have reported savings of up to £200/month, but this will vary depending on installation, tariff, and usage patterns.

Question 30

Is MX7 compatible with Octopus Energy tariffs?

Accepted Answer

• Intelligent Tariff: Integration in progress, support coming soon
• Agile Tariff: Not officially supported yet, under technical review

Question 31

What is Intelligent Charging?

Accepted Answer

• Vehicle identification: Automatically adjusts charging to the vehicle’s battery size
• Tariff management: Prioritizes charging during off-peak hours to save money
Example: Plug in at 7 pm → minimal charging during peak rates → full charging from 11 pm onward

Question 32

Can Intelligent Charging work without SOC (State of Charge) data?

Accepted Answer

Yes. It works with or without SOC data. If SOC is available, the charger can automatically detect the battery level without setting a target.

Question 33

Can MX7 integrate with solar PV?

Accepted Answer

Yes. It prioritizes home energy needs first, then directs surplus solar power to EV charging.

Question 34

What is the meaning of the various colours on the light strip?

Accepted Answer

Ready to charge: A green pulse every 3 seconds signifies that the charger is in standby mode and ready for use.
 	Charging in Progress: A green blink occurring every second indicates that the electric vehicle (EV) is presently undergoing charging.
 	Fully Charged: An unchanging, solid green light denotes that the EV battery has reached full charge.
 	RFID Card Swipe: A yellow pulse indicates a successful swipe of an RFID card.
 	Warning: A continuous yellow light is a warning signal. For troubleshooting guidance, consult the comprehensive user manual.
 	Fault: A steady or blinking red light indicates a fault. Kindly reach out to our support team for assistance.

Question 35

How long does it take to charge an electric vehicle?

Accepted Answer

The time required to charge an electric vehicle (EV) can vary significantly based on several factors. EVs can be charged at different levels: Level 1, Level 2, and Level 3 (DC fast charging). Level 1 charging, which uses a standard household outlet, is the slowest, while Level 3 DC fast charging is the fastest. Our home EV Charger, the ECORD, supports Level 2 charging.

 	Level 1 charging can take several hours or more to fully charge an EV.
 	Level 2 charging, commonly found at public charging stations or installed at homes, can provide a full charge in around 4 to 8 hours, depending on the factors mentioned above.
 	Level 3 DC fast charging can provide an 80% charge in approximately 30 minutes, but this speed can vary based on the EV and charger compatibility.

Question 36

What does a Standard installation include?

Accepted Answer

All our installation packages are based on an installation performed under normal and regular conditions, including the following:

 	Fitting of the charger on a brick or plaster wall, or to another suitable permanent structure.
 	Up to 4m/7m metres of electrical cable depending on the required
 	Fitting and testing of mandatory electrical protections, according to current regulations.
 	An additional three-way consumer unit, if required.
 	Installation of a Type C MCB, Type A RCD and SPD, in an RCBO enclosure, if required.
 	Drilling of a suitable hole for passing a cable up to 20” thick, if required.
 	Small materials and fixings.
 	Labour hours (depending on the rate applied).
 	Travel costs from the installer’s headquarters.
 	Power Boost Meter or MID installation, if purchased with the charger.
 	Electrical testing and certification of the charger and circuit.
 	Demonstration of the charger functions and registration and demo of the app.

But the following is not included:

 	Registration of new meter/supply or parking outside the building or the house.
 	Adapting the installation to comply with current regulations (older non-standardised installations with no neutral or earth bonding, etc.)
 	Any type of civil or ground works (trenches, ditches, channels, etc.) or associated ducting/conduits.
 	Masonry, paint or plumbing works.
 	Any other item or work not specified.

It is important to note that under no circumstances are any type of refurbishment or construction works included to facilitate installation. In case it is necessary, this will be quoted separately from the initial installation package ordered.

22kW chargers / 3-phase installations will be subject to bespoke, open quotations provided by Humax. You must have 3 phase supply in order to power a 22kW charger.

Question 37

How does the Tariff Feature Work?

Accepted Answer

The Tariff feature, specifically the multi-rate tariff mode, enables you to input your electricity tariff details. This mode ensures that your electric vehicle (EV) will only begin charging when you are on an off-peak rate, helping you save on charging costs. However, you still need to set a "ready time" to indicate when you want your car to start charging.

Question 38

What Does It Cost to Charge an Electric Vehicle?

Accepted Answer

To calculate the cost of charging your EV, you can use the following formula:

Cost = (Charging Power in kW) x (Charging Time in hours) x (Electricity Rate in £/kWh)

Keep in mind that this is a simplified calculation, and real-world costs can vary. Many EVs have built-in features or mobile apps that help you track and estimate charging costs based on your specific circumstances.

In summary, the cost to charge an electric vehicle depends on electricity rates, charger efficiency, charging speed, battery capacity, location, time of charging, and renewable energy sources. It's essential to consider these factors to get an accurate estimate of your EV charging costs.

Question 39

Can I lock my home EV charger when not charging to prevent any unauthorised usage?

Accepted Answer

Our smart home EV chargers come equipped with built-in security features that allow you to control access through a smartphone app. This feature may include the ability to lock and unlock the charger remotely, set access codes, and monitor usage.

Question 40

What is Smart Charging?

Accepted Answer

Smart Charging refers to an advanced technology that optimizes the charging process of electric vehicles (EVs) by integrating them with intelligent systems. Unlike traditional charging, which may consume electricity at a constant rate, smart charging involves adjusting the charging speed based on various factors. These factors can include electricity demand on the grid, time of day, energy prices, and the EV owner's preferences.

Smart charging systems enable EV owners to set charging schedules that align with off-peak electricity rates, helping them save on energy costs. Additionally, these systems can communicate with the grid to balance electricity consumption, which is especially valuable during peak demand periods. By optimizing charging patterns, smart charging contributes to more efficient energy use, reduced strain on the power grid, and increased integration of renewable energy sources.

Question 41

What type of connector do I need to charge in the UK?

Accepted Answer

In the United Kingdom, the most common connector type used for charging electric vehicles (EVs) is the Type 2 connector with the Type 2 (Mennekes) plug. This connector is often referred to as the "Type 2 Mode 3" connector. It is the standard for both Level 2 AC charging and Level 3 DC fast charging in the UK and across most of Europe.

The Type 2 connector is compatible with a wide range of electric vehicles, including those from European manufacturers like BMW, Volkswagen, Mercedes-Benz, Audi, and many others. It is also used for charging at most public charging stations and home charging units in the UK.

Here's a brief description of the Type 2 connector:

 	Connector Type: Type 2 (Mennekes) plug.
 	Charging Levels: Type 2 connectors are used for both Level 2 AC charging (commonly 7-22 kW) and Level 3 DC fast charging (when combined with the appropriate pins).
 	Common Use: Most electric vehicles available in the UK support Type 2 connectors, making it the primary choice for EV charging.
 	Charging Stations: Public charging stations and many home charging units in the UK are equipped with Type 2 connectors.
 	Keep in mind that while Type 2 is the most common connector type in the UK, the availability of charging stations with other connector types, such as CCS (Combined Charging System), CHAdeMO, and Tesla connectors, is also increasing. Some vehicles, especially those from manufacturers based outside of Europe, may come with different connector types and adapters to ensure compatibility with UK charging infrastructure.

Before purchasing or using a charging station, it's a good idea to check the compatibility of your EV and the charger, ensuring that you have the appropriate cables and adapters if needed. Most EVs sold in the UK are equipped with Type 2 charging ports, but it's always best to confirm for your specific vehicle model.

Question 42

How do I connect my EV charger to Wi-Fi?

Accepted Answer

Connecting your electric vehicle (EV) charger to Wi-Fi typically involves these steps:

 	Prepare Your Network Details: Ensure you have the Wi-Fi network name (SSID) and password on hand.
 	Access Charger Interface: Use the charger's interface, often a smartphone app to initiate the connection process.
 	Select Network: Find and select your Wi-Fi network from the available list on the charger's interface.
 	Enter Credentials: Enter your Wi-Fi network password using the charger's interface. Double-check for accuracy.
 	Connect: After entering the correct credentials, the charger will attempt to connect to your Wi-Fi network.
 	Confirm Connection: The charger interface should display a confirmation message once it successfully connects to the Wi-Fi network.
 	Test Connectivity: Confirm that the charger is connected by verifying any status lights on the charger or checking the charger's app for connectivity indicators.
 	Remote Access: Once connected, you can often monitor and control your EV charger remotely using the associated app.

Please refer to your specific EV charger's user manual for detailed instructions.

Question 43

How long does it take to install my charger?

Accepted Answer

The duration of the installation process for your charger depends on the specific installation pack you require. Our Installation packs are designed with the following time allocations:

Up to 10 meters pack: 4 hours

Up to 15 meters pack: 5 hours

Up to 25 meters pack: 6 hours

Please note that these time estimates are provided as guidelines for your convenience. The actual installation time may vary based on factors such as site conditions and technical requirements.

Question 44

What is a Tethered or Untethered EV Charger?

Accepted Answer

A tethered EV charger and an untethered EV charger refer to two different types of electric vehicle charging stations, specifically regarding the connection between the charging cable and the charging unit itself. Here's an explanation of each:

 	Tethered EV Charger:A tethered EV charger, also known as an integrated or fixed cable charger, comes with a permanently attached charging cable. This means that the cable is physically connected to the charging station or wall-mounted unit and cannot be detached. To charge your electric vehicle, you simply plug the other end of the tethered cable into your vehicle's charging port.


 	Untethered EV Charger:An untethered EV charger, also known as a socketed charger or universal charger, does not have a permanently attached charging cable. Instead, it has a socket or receptacle where you can plug in different charging cables. To charge your electric vehicle, you need to provide your own charging cable, which typically comes with your vehicle. You plug one end of the cable into the charger's socket and the other end into your vehicle's charging port.

Question 45

How do I charge instantly from my EV Charger?

Accepted Answer

Plug and Charge:Simply plug the charging cable into your EV to start charging. To stop charging, use your car to unlock the charger cable from the EV and unplug.


 	RFID Card:Alternatively, activate the charger from the unit by swiping the RFID card over the reader indicator. To stop charging, simply swipe over the reader indicator again. A yellow pulse indicates a successful card swipe.

Question 46

How long is the cable on a tethered unit of my EV charger?

Accepted Answer

If your electric vehicle (EV) charger specifies that it has two cable options of 4 meters (approximately 13 feet) and 7 meters (approximately 23 feet), then you have a choice between these two cable lengths for the tethered unit of your EV charger. You can select the cable length that best suits your charging needs and the proximity of your charging port to your vehicle's parking location. When determining the suitable cable length for your electric vehicle (EV) charger, it's essential to consider 'usable' length of the cable. The 'usable' length refers to the length of the cable that can comfortably reach your vehicle's charging port without being pulled tight in the air or creating excessive tension.

In practice, it's advisable to select a cable length that ensures the cable comfortably trails on the ground rather than being stretched tightly in the air. This not only prevents unnecessary strain on the cable but also reduces the risk of wear and tear over time.

Question 47

My EV charger is no longer online, preventing me from establishing a connection. How should I proceed?

Accepted Answer

You should start by resetting the charger. To do this, simply power the unit down for at least 10 seconds and then switch the power back on. Once you've done this, the unit will reboot and should come back online within 5-6 minutes. If you've tried this and are still experiencing issues with connectivity, please contact our support team for remote assistance, as this could potentially be related to a software issue.

Question 48

Can I install an electric vehicle charger in a rental property?

Accepted Answer

If you are living in a privately owned property, obtaining permission to install an electric vehicle charger is generally not required, unless you are not the property owner. However, if you are residing in a rental property, you must seek permission from your landlord before proceeding with the installation of an EV charge point. Also, should your property be grade listed or in a conservation area certain permissions apply.

Question 49

Is it advisable to install an electric vehicle charger on my own, or should I seek professional assistance?

Accepted Answer

Considering legal regulations that mandate compliance with safety standards, it is crucial to emphasize that home electric vehicle charger installations must be carried out by licensed professional electricians in accordance with the BS7671 code and the Code of Practice for Electric Vehicle Charging Equipment Installation. Given the technical complexity and potential safety risks associated with working with electricity, it is strongly advised to engage a qualified and certified professional for the installation of an electric vehicle charger.

Find an electrician

Question 50

What should I do if I cannot use Humax ECORD app to stop charging?

Accepted Answer

If you use RFID to start charging, you can only use the same RFID to stop charging. Similarly, if you use ECORD app to start charging, you can only use the app to stop charging. The charger may drop network connection, or it has a very poor network. So please make sure the charger always has a good network connection.

Question 51

What should I do if I cannot search the hotspot of the charger?

Accepted Answer

After the charger is powered on, its hotspot will automatically disable itself 15 minutes later. To access the hotspot, please follow these steps:

 	Power off the charger.
 	Power it back on.
 	Look for the hotspot, which will start with "SN1005..."

If you're still unable to find the hotspot, regardless of what you do, there may be an issue with the communication board. In that case, it's recommended to contact our support team for further assistance.

Question 52

What should I do if I forget the pin code?

Accepted Answer

If you've forgotten the pin code for your device, there are two ways to retrieve it:

 	Check the User Manual: The pin code can be found on the last page of the user manual that came with your device.
 	Contact Support: If you can't locate the pin code in the manual, you can contact our support team and provide them with the Serial Number (SN) of your device. They will be able to generate a new pin code for you.

Question 53

What is the right to cancel my order?

Accepted Answer

We provide a 14-day returns policy starting from the date you receive your item. To qualify for a refund, the item must be in pristine condition with its original undamaged packaging. Customers are responsible for covering and arranging the return shipping costs.

Question 54

How can I cancel my order?

Accepted Answer

To cancel the contract, inform us of your decision via a clear statement (e.g., a letter sent by post or email) using the contact details below:

 	Email: uk.support@humaxcharging.com
 	Phone: 0344 318 8800
 	Address: HUMAX Electronics Co. Ltd, Mille Building, 1000 Great West Road, Brentford, London, TW8 9DW

You may use the model cancellation form provided, but it is not mandatory.

https://humaxcharging.com/uk/supporthub/model-cancellation-form/

Question 55

How do I return products?

Accepted Answer

If you have received products and for any reason have changed your mind, you are welcome to return them without undue delay and no later than 14 days from the day of the receipt of your product. Customers are responsible for the cost of returning the products by recorded delivery mail.

 	Return Address: HUMAX Electronics Co. Ltd, Mille Building, 1000 Great West Road, Brentford, London, TW8 9DW
 	Condition of Returned Products: You are only liable for any diminished value of the products resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the products.

Question 56

What should I do if my product is faulty?

Accepted Answer

If you find that your product is faulty, please contact our support team using the contact details provided below in section 7. Under the Consumer Rights Act 2015, you have key legal rights including:

 	The right to a repair or replacement if the product is faulty or not as described.
 	If a repair or replacement is not possible or fails, you have the right to a refund or price reduction. In the case of a faulty product, Humax will bear the cost of postage. Please note: the product has to be returned in full in its original package.

Question 57

Are there any additional charges for cancellations or rescheduling?

Accepted Answer

Cancellation or rescheduling of installation with less than 2 working days' notice: £40
 	Customer not present or unable to access the premises on the installation date: £40
 	Failure to schedule installation within 3 months of order confirmation: May result in increased installation cost at the current rates

Question 58

How does a Standard Installation work?

Accepted Answer

1. Choose the installation package. If you need some guidance, go to our website and answer a few simple questions to find the installation pack that best suits your needs.

2. Add the pack to the shopping cart along with the charger you like the most. In the checkout process we will ask you for all the necessary information, such as address, contact information, etc. Our team will contact you within the next 48 working hours to confirm the installation and send you a pre-install survey.

3. Our certified installer will contact you to visit you to carry out the installation. Prior to installation, they may also contact you directly to request additional information about your home and installation.

4. Additional works should be quoted to yourself and paid before the installation. If something is missed and picked up by the installer on the day of the installation, we will contact you to check whether you're happy to proceed and to take the extra payment.

Question 59

What does a Standard installation include?

Accepted Answer

All our installation packages are based on an installation performed under normal and regular conditions, including the following:
● Fitting of the charger on a brick or plaster wall, or to another suitable permanent structure.
● Up to 10 / 20 / 40 metres of electrical cable depending on the chosen pack.
● Fitting and testing of mandatory electrical protections, according to current regulations.
● An additional three way consumer unit, if required.
● Installation of a Type C MCB, Type A RCD and SPD, in an RCBO enclosure, if required.
● Drilling of a suitable hole for passing a cable up to 20” thick, if required.
● Provision of up to 3 metres (10 feet) of plastic conduit to conceal interior wiring, if required.
● Small materials and fixings.
● Labour hours (depending on the rate applied).
● Travel costs from the installer’s headquarters.
● Power Boost Meter or MID installation, if purchased with the charger.
● Electrical testing and certification of the charger and circuit.
● Demonstration of the charger functions and registration and demo of the app.

But the following is not included:
● Registration of new meter/supply or parking outside the building or the house.
● Adapting the installation to comply with current regulations (older non-standardised installations with no neutral or earthing, etc.)
● Any type of civil or ground works (trenches, ditches, channels, etc.) or associated ducting/conduits.
● Masonry, paint or plumbing works.
● Any other item or work not specified.

It is important to note that under no circumstances are any type of refurbishment or construction works included to facilitate installation. In case it is necessary, this will be quoted separately from the initial installation package ordered.
22kW chargers / 3 phase installations will be subject to bespoke, open quotations provided by Humax.

Question 60

Do I need any permission to carry out the installations?

Accepted Answer

If you live in a private property, you wouldn't need permission unless you weren't the owner of the property.

Sometimes, permission to connect the charger to the power supply will need to be obtained from the local Distribution Network Operator (DNO). The assigned installer will make this application on your behalf.

In shared or communal parking spaces (ie. flats) you'd need permission from the property owner and you'd need to notify other tenants about the installation.

Question 61

How do I know which installation pack I need?

Accepted Answer

Access our online assistant on our website, where we will be happy to advise you so that you find the pack that best suits your needs.

Question 62

What if the pack I purchased is not the one I need?

Accepted Answer

If you need a pack that is not the one you purchased, Humax will contact you to arrange the corresponding refund or payment of the difference so that the installer can continue with the installation.

Question 63

Do I have to do anything before the installer arrives?

Accepted Answer

You just have to clear away the area where you would like to have your charger installed and the pathway that leads to your consumer unit.

Question 64

Do I have to attend the installation?

Accepted Answer

You must be available for the installers as they may ask you some questions during the installation process.

In addition, after the installation of the charger is finished they will guide you through the process of setting it up, show you how to perform the first charge (if a vehicle is available), schedule a charging session and help you register in the application.

7kW – 4m Cable

7kW – 7m Cable

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