Start by proving the fault is in the charger itself, then claim through whoever sold it to you — the seller first if you bought through a retailer or installer, the manufacturer if you bought direct — with the receipt, serial number and fault recorded before any reset. After the claim is accepted, the maker chooses the route: guided diagnosis, a return for inspection, repair of your unit, or a replacement. Your leverage is a complete evidence file.
Key Takeaways
- Prove the fault follows the charger, claim through the seller or maker, and send the evidence pack first.
- After acceptance comes diagnosis, possibly a bench return — repair versus replacement is the maker’s call.
- Send only what is asked and photograph the unit first: returns come back at defaults.
- Retest the original fault within days of the return; a repeat fault reopens the same claim, history attached.
The Diagnosis Stage
A claim number is the start of the repair journey, not the end of it. Most makers run a diagnosis stage first: guided checks, a settings review, sometimes a test with a second car. That is triage, not stalling: it separates a unit fault from a circuit fault before anyone ships anything. If remote diagnosis cannot settle it, the unit goes back for bench inspection: a diagnostic step, not a rejection. A bench finds faults a driveway cannot, especially intermittent ones, and it works from your records — when the fault appears, under what conditions, the exact wording photographed. Keep every exchange in one thread under the claim number.
Repair or Replace Is the Maker’s Call
Owners often ask for repair and get replacement, or the reverse. The outcome is the maker’s decision under the warranty document. The warranty covers faults in the unit itself; it does not cover the installation feeding it, or damage from outside it.
| Outcome | What you receive | What usually drives the choice |
|---|---|---|
| Repair and return | Your own unit back, the fault fixed | A defined internal fault with parts available |
| Replacement unit | A new unit in place of yours | Repair impossible, or not economic against the unit’s value |
| Refurbished replacement | A maker-refurbished unit | Stated in some makers’ warranty documents — check yours |
| Returned unrepaired | Your unit back as sent | The bench could not reproduce it; your records decide the reopening |
None of these is a verdict on you — they are workshop economics. The promised outcomes live in the warranty document, not the product page — see our overview of which EV charger has the best warranty.
Sending the Unit Away Properly
- Send only what is asked for. Some returns are unit-only, others include the cable — ask first; a missing part can stall the bench.
- Photograph the unit before packing, rating label included.
- Write down your settings — returns come back at defaults, schedules and paired cards included.
- Leave the installation alone: for a hard-wired wallbox, removal and refitting is an electrician’s job, and that labour is commonly outside the unit warranty.
- Never open the unit yourself. A sealed charger has no owner-serviceable parts; opening risks safety and the claim, as our guide to whether home EV chargers are safe explains.
When It Comes Back: Test the Original Fault
The journey ends with a test, not the delivery. Within days of the return — not weeks — re-run the exact scenario that failed: same car, same setting, a full session. A repair is only proven against the fault claimed.
If the same fault is back, reopen the original claim — claim number, return paperwork, a fresh recording — rather than starting a new one. A fault that survives repair is an escalation; the history makes it undeniable. File the return paperwork with the original evidence pack.
The EVDANCE Three-Year Term
EVDANCE chargers carry a 3-year standard warranty, claimed through the seller or, for direct purchases, the contact page, with the model and serial number from the rating label. The journey is the same for a wall charger such as the EV-ACT5006T (up to 48 A, hard-wired or NEMA 14-50P, NACS, IP65/IP66, ETL/FCC/CE) and a portable such as the EV-ACS4005T (9.6 kW, NEMA 14-50P, 16/24/32/40 A adjustable, IP66).
Frequently Asked Questions
Do I pay anything for a warranty repair?
The unit’s repair or replacement is covered. Shipping and swap labour depend on your warranty document — read it before booking the work.
How long does the repair journey take?
There is no honest single number: it turns on diagnosis, parts and shipping. A complete evidence pack and quick replies are what you control — both shorten the wait.
The same fault came back after repair. Is that a new claim?
No. Reopen the original claim, with its number and both recordings. One unresolved fault with a history gets escalated rather than re-triaged.
Related Reading
- Which EV Charger Has the Best Warranty?
- Are Home EV Chargers Safe?
- Why Is My Electric Car Charger Not Working? A Driver’s Checklist
