Yes. Depending on where you want your delivery to go, you can choose from pre 10:30am or pre 1pm.

New Hubs & Postcodes Covered:

The pre-10:30am service is now available for the following areas:

• Leeds: BD, BB, BL, DN, HD, HG, HU, HX, LS, PR (Except 8 & 9), S, WF.
• Medway (Segen Warehouse): BN, BR, CT, DA, ME, RH, TN.
• Peterborough: CM, CO, EN, IG, LE (15 & 16), LU, MK, NN, PE1-8, PE9-38, RM, SG, SS.
• Telford: B, CV, CW, DE, DY, HR, LE (except 15 & 16), M, OL, PR (8 & 9), SK, ST, TF, WN, WR, WS, WV.
• Swindon (Ongoing): BA, BS, DT, GL, KT, OX, RG, SN, SP, TA.
  

All other areas can continue to select our reliable pre-1:00pm or standard Next-Day service (excluding Highlands and Islands).

Contact your Sales Manager for more details.

Yes, you have the option to have your order delivered or collect it yourself.

See your options below:

• Timed delivery slots
• Collect at a time suitable for you
• Track & trace availability
• Free next-day collections from our nationwide collection hubs

Find out more about collections here.

• Yes, this is possible.
• Once you are happy with your quote and convert it to an order, you will be taken to the order finalisation stage.
• Here, you can review and update address details, payment type, special requirements, and shipping method.
• You can select a special requirement from the dropdown menu.
• Alternatively, use the ‘Additional comments’ box to add any extra notes for the delivery team or Fulfilment Managers.
• Once complete, select ‘Continue and pay now’.

• If there is a problem with your delivery, please contact your Fulfilment Manager.
• You can find their details in the 'Got Questions?' section on the home page.
• Use their phone number or email address to get in touch.

• Once your order has been dispatched, you will notice a 'Shipped' order status.
• When you see this, click 'Order Details' to view more information about the order, including tracking details in the green section of the page.

You will also find the tracking link in your dispatch email.

Our Segen design tool helps installers quickly create project designs.

You can customise your layout, check compatibility, and watch your design come together in real time.

• Click 'Quotes' in the main navigation bar.
• Select the 'Create new quote' button on the right-hand side.
• From there, you can enter a name, description, and site location for your quote.
• Save your quote and start adding items.

Here's the full guide on how to create a quote

• Click 'Quotes' in the main navigation bar.
• Select the quote you wish to convert into an order.
• After reviewing all details in the quote, click 'Convert to order'.

Here's the full guide on how to place an order

• Go to the home page and look for the ‘Got Questions?’ section.
• In ‘Your personal team’, you’ll see your Sales Manager’s contact details, including their phone number and email address.

To send them a message:

• Email them directly using the address shown, or
• Use the ‘Get in touch’ contact form on the right - select an enquiry type, enter a subject and message, then click send.

• If there is a problem with your order, please contact your Fulfilment Manager.
• You can find their details in the 'Got Questions?' section on the home page.
• Use their phone number or email address to get in touch.
• Your Fulfilment Manager will be able to assist with order items, shipping, payments, and any other issues related to your order.

• Go to the top right corner and hover over the person/ profile icon and select ‘Settings’.

In settings, you can:

• Update your personal details.
• Change your password.
• Edit company details, addresses, and payment methods.

• Yes, there is no limit to how many users you can have under one account.
• New users can be added by contacting your Fulfilment Manager or Account Manager.
• You can find their details in the ‘Got Questions?’ section on the home page.

• If none of the items you wish to add to your quote is available, please contact your Sales Manager. They may be able to suggest alternative products or provide availability dates.
• You can find their details in the ‘Got Questions?’ section on the home page.

• Go to the ‘Quotes’ section in the top navigation bar (or hover over the profile icon in the top right and select ‘Quotes’)
• Open the quote you want to update.
• Look for the ‘Add item’ button, select it, and add the new items as needed.

If you don’t see the ‘Add item’ button within that quote, it could mean the quote has already been finalised or converted to an order.

• Yes, orders can be changed up until the point of payment.

• Go to the ‘Quotes’ section in the top navigation bar (or hover over the profile icon in the top right and select ‘Quotes’.)
• Click on the three dots next to the quote, and a download option should appear.

• Go to the ‘Orders’ section from the home page.
• Locate the order you would like an invoice for.
• On the right-hand side of the order, select ‘View invoice’.
• You can then view or download the invoice from there.

• Go to ‘Orders’ on the home page.
• Find the order you would like to return or partially return.
• Select ‘Start a Return’.
• Choose the items you wish to return, set the quantity, a reason for each item, and click ‘Continue’.
• Provide a description of the issue and upload relevant images.
• Review your return and select ‘Submit Return’.
• Your request will then be submitted and reviewed. You will receive an email confirmation once it has been processed.
• You can also view all returns and track their progress from the ‘Orders’ page.

If an item in your order is listed as 'Not eligible for return at this time', this may be because the product is no longer in our records, it is not a physical product, or the returns window has passed. If you have any concerns, please contact your Fulfilment Manager or Sales Manager.

Find out more about returns here.

• Most products include a standard free manufacturer's warranty. These warranties vary by product. You can find details and download warranty information on the individual product pages in the 'Documentation' section.
• Additional extended warranties can also be purchased for some electrical items from Segen or, in some cases, directly from the manufacturer, providing extra peace of mind for both you and the system owner.
• If the product has an extended warranty available to purchase, they will appear in a carousel beneath the product imagery, where they can be added directly to your quote.
• If warranty information is not listed, please contact your Sales Manager.

• Warranties can be found through the navigation menu, search results, or directly on product pages.
• Open the product page for the item you would like to purchase a warranty for.
• If qualifying warranties are available, they will appear in a carousel beneath the product imagery.
• Select the warranty option you would like to add.
• The warranty can be added to your quote alongside the parent item or as a separate item.
• If no warranty options are shown, please contact your account
  manager for further assistance.

• Hover over the profile icon in the top right and select 'Warranties'.
• Or go to the 'Quotes' or 'Orders' section, then the left-hand side, select 'Warranties'.
• Here, you can view all products with warranties, including their status, purchase date, and order reference.

• Hover over the profile icon in the top right and select 'Warranties'.
• Or go to the 'Quotes' or 'Orders' section, then the left-hand side, select 'Warranties'.
• There you will find all your warranties and documents.
• Click into the chosen Warranty Order
• Click 'Download'.

• Warranty claims must be raised directly with the manufacturer using their support or service channels (such as online portals, email, or phone support).
• If you are unsure how to contact the manufacturer, please speak to your Sales Manager for assistance.

You can now register to become a certified Tesla Powerwall installer by clicking the link below and completing the form.

Register here to become a certified Tesla Powerwall installer

• Yes, you can access a wide range of information online 24/7, including datasheets, product specifications, warranty documents, guides, our design tool, and more.
• You can also view live stock levels, quotes, account information, and invoices at any time.

In addition, Segen customers are supported by a dedicated team:

• A Sales Manager with extensive product and industry knowledge.
• A Fulfilment Manager who oversees orders and logistics.
• A Technical Support Engineer for pre-, during, and post-installation support.

• Yes, you can view live pricing and availability 24/7.
• On each product page, you’ll see both current stock levels and future availability, helping you plan your order with confidence.
• Many products are available for next working day delivery.

With over 20 years of experience in renewable energy, our team uses advanced forecasting to ensure we have the stock you need, when you need it—so you can keep your projects on track.

• Warranties are available on most Segen products.
• You can find full details and download warranty documents
  on each product page.
• If warranty information is not listed, please contact your Account Manager.
• In many cases, free extended warranties are available when
  products are registered with the manufacturer.
• Additional extended warranties may also be purchased from Segen or directly from the manufacturer, providing extra peace of mind for you and the system owner.

• Yes, Segen regularly offers package deals with discounts on inverters, batteries, and accessories.
• Special offers from leading manufacturers are available throughout the platform.
• Quotes also benefit from a 15-day price lock, giving you added flexibility and confidence when planning your projects.

• The Segen Academy provides high-quality training courses designed to equip our customers with the skills and knowledge to thrive in the renewable energy industry.
• We offer a range of regulated courses, which can be found below, all of which are free to Segen customers*
  

View our accredited courses and further academy details*

• You can choose to ‘Pay now’ using a debit or credit card.
• Alternatively, you can select ‘Pay later’.
• If you choose to pay later, you will be taken to the order confirmation page.
• Payment must then be completed at least 24 hours before your selected delivery date.
  

How to pay if you select ‘Pay later’ –

• Either go to the top right corner and click the person/profile icon or click 'Pay Now' from your order confirmation email.
• Select ‘Settings’.
• Navigate to ‘Payment methods’.
• Select ‘Upload proof of payment’ and follow the prompts.

We accept bank transfer, or a range of card payments, including Debit and Credit cards and Amex.

• If you have received a better quote elsewhere, please contact your Sales Manager.
• Please provide your Sales Manager with the details of the alternative quote, and they may be able to review and offer improved pricing.
• You can find their details in the ‘Got Questions?’ section on the home page.

Prices on your Segen quote are locked for 30 days from the date the quote is created. The proposal inherits the expiry date of the quote that will expire first, so the clock starts when you build the quote, not when you send the proposal. If your proposal includes more than one quote, the proposal expires when the earliest quote expires. 

Yes. Every new quote has its own 30-day price lock, starting from the date it is created.

Once the quote expires, your customer can no longer sign the proposal. They can request an updated proposal, and you will receive a notification. To continue, either duplicate the design or create a new design and quote, add it to the proposal, and resend it. Your customer can then sign the proposal with the updated quote.

You do not need to do anything. The proposal will expire when the price lock on the quote ends.

Yes. You can add markup as a percentage or a fixed amount in pounds. You can also add additional line items such as scaffolding, labour and delivery. Your customer only sees the total price, not a breakdown of your costs.

Delivery is calculated after the proposal has been signed, when the quote is converted to an order on the Segen ecommerce platform. To make sure your price covers delivery, add it as an additional line item in the markup section.

No. Quotes cannot be edited in the design tool. Once a quote has been added to a proposal, it is also locked for editing on the Segen ecommerce platform. To make changes, create a new design and quote.

No. To remove an item, create a new design and quote without it.

The changes will not be reflected in the proposal, and a quote that has been changed on the ecommerce platform cannot be added to a proposal. Make any changes in the design tool by creating a new design and quote.

Yes, until it is signed. Open the proposal preview and select Edit to return to the editing page. You can add or replace designs and change your markup. Some fields are locked once the proposal has been sent, including your terms and conditions. Once the proposal has been signed, no further edits can be made.

You can send the proposal to one primary contact and up to five secondary contacts.

Only the primary contact can sign and approve the proposal or request changes. Secondary contacts can view the proposal but cannot sign it.

After signing, your customer selects a payment method: paying you directly, or paying through Segen Finance if you offer it. The signed quote is then ready to convert to an order.

No. Your customer accesses the proposal using email authentication.

Yes. The proposal can be downloaded as a PDF at any stage. Once your customer has signed, the PDF includes their signature.

There are two ways to convert a signed quote to an order: 

1. Open the proposal and select Finalise order. 
2. Go to Quotes on the Segen ecommerce platform and convert the quote to an order. 

Either way, you will need to confirm the delivery address, delivery date and delivery method. Only quotes with full stock availability can be converted to an order. 

No. Once a quote has been added to a proposal, it cannot be converted to an order until the homeowner has signed.

No. Orders cannot be edited once a quote has been converted.

A stock check runs when your customer signs. If any item is unavailable, your customer will not be able to sign the proposal, and you will be prompted to fix the proposal by adding a new quote with items in stock.

If an item goes out of stock after your customer has signed, you can either select a later delivery date when converting the quote to an order, or create a new project, design and quote and send it to your customer to sign again.

All calculations in Proposals are based on MCS standards, including MCS MIS 3002. The tool includes all MCS audit requirements, so your proposal contains what you need for compliance.

Fill out the expression of interest form to get access to Segen Finance. Segen will run a check and confirm your eligibility. Once you are approved, you will need to set up a Modulr account, which Segen Finance will guide you through.

To be eligible, you need to be MCS certified and have a record with Segen. The bank will also carry out a KYC (Know Your Customer) check.

No. Offering Segen Finance does not cost anything.

Zopa is our lending partner and your account is where you will get paid for any financed installations.

No. Finance is only offered through the proposal. You will need to create a project, design and proposal in Segen Renewables Studio.

Yes. You must use the Segen design tool to design the system and add it to the proposal.

No. All equipment must come from Segen, including small electricals and additional items. This is for warranty purposes, which align with the bank agreement. The whole kit must come from Segen.

Yes. You can edit the proposal, and add different designs and quotes, until your customer signs.

Your customer is blocked from signing in two situations: 

1. The price lock has expired. The proposal is valid for 30 days, which is the quote expiry. You will be prompted to update the proposal with a valid quote. 
2. An item is out of stock. You will be prompted to update the proposal with designs that have items in stock. 

No. If an item is out of stock after your customer has signed, you can select a later delivery date when converting the quote to an order. Otherwise, you will need to send a new proposal with all items in stock. Raise a request through the Segen Finance form to roll back the original finance application, and your customer will submit a new application when they sign the new proposal.

Your role is to create the proposal and send it to your customer. You cannot discuss, explain, promote or advise on finance at any stage. Once you are approved, every proposal you send will include a representative example that your customer can view, and when they sign, they choose to pay by cash or with finance. 

If your customer asks about finance, the only thing you can say is the approved wording below, exactly as written. Direct all other finance questions to Segen Finance. 

If you would like to spread the cost of your solar installation, finance may be available through [Segen Limited t/a Segen Finance,], an FCA-authorised credit broker. 

Segen Finance is a credit broker, not a lender, and may introduce you to one or more lenders from its panel. Finance is subject to the lender's assessment and approval and is not guaranteed. 

You (the homeowner) are not required to use finance to purchase the solar installation. You (the homeowner) can choose to pay for the installation by another method. 

Finance information and any credit application will be provided through [Segen Finance]. Please review the finance information and terms before deciding whether to apply. 

No. You can confirm that a finance option is included in the proposal and that the full details are set out there. Direct any further questions to Zopa Bank, the lender.

No. You cannot advise on suitability or affordability, or encourage your customer to take finance. The finance conversation is between your customer, Segen Finance and Zopa Bank only.

No. Confirm that the offer is set out in the proposal and direct your customer to Zopa Bank for anything further.

Zopa Bank will assess the application, and your customer will be notified within minuets of their response. You do not need to contact them or chase the outcome.

You will receive an email when your customer signs, confirming they have been accepted for finance. When you convert the quote to an order on the Segen ecommerce platform, it will be labelled as a financed order.

Your customer can choose to pay you directly instead, and the order will proceed as a non-financed order.

It is up to you and your customer to reach an agreement on cancelling the contract if they do not wish to proceed with a proposal they cannot finance.

Report it through the Segen Finance form with the proposal reference and details of the issue. You cannot see the finance calculation, as it is only shown to your customer, so do not try to check or explain the figures.

Once Zopa Bank approves the finance, your customer has a statutory 14-day right to cancel. The order cannot be delivered before this period ends, however the quote can be converted to an order and placed.

Yes, but you will not be able to select a delivery date within the 14-day cooling-off period. 

The order is cancelled automatically. No invoice is raised and no stock is allocated. You will be notified, and the project will show as voided on your dashboard.

No. Finance is usually approved within a few minutes, so the price lock should not be affected. Your customer must sign, and you must convert the quote to an order, within the 30-day price lock.

Once a job is complete, you and your customer must both sign the Certificate of Acceptance (COA) before the bank releases the funds. The COA confirms the job has been completed to both parties' satisfaction. Once it is signed, Segen will release the funds to you.

In the proposal, go to the project and select Initiate sign off. Sign and fill in the relevant details. The COA is then sent to your customer automatically, and they sign it to confirm the job is complete.

Funds are released within 2 business days of the COA being signed.

This scenario should be handled the same way as any other situation where a customer does not want to sign off. To escalate, raise a request through the Segen Finance form. 

Funds go to your Zopa account first and are transferred to your business bank account once a day, in the evening. If the evening transfer has not run yet, your money will not have moved across yet. If it still has not been received after 48 hours of installation sign-off, please contact segenfinance@segen.co.uk.

In your installer account, as soon as the order is confirmed after the cooling-off period. You do not need to request it.

Segen support. Include a description of the issue and the proposal reference.

Raise it through the Segen Finance form. Include a description of the issue and the proposal reference.

Ask your customer what the complaint is about, for example poor installation, damage to the roof, misrepresented finance or a misleading loan agreement, and take detailed notes. Then contact Segen Finance through the Segen Finance form and Zopa Bank directly. 

Do not decide for yourself whether something counts as a complaint. A finance complaint is regulated by the FCA and is handled by the credit broker or the lender, not by you. Complaints procedures, including how to refer a complaint to the Financial Ombudsman Service, are on the Segen Finance and Zopa Bank websites. 

Use the Segen Finance form. This includes cancelling a financed order, rolling back a finance application, resending a proposal after it has been signed, sign-off and payment issues, and customer complaints. Have your proposal reference ready before you start.

Using the contact form at the bottom of this page.

Your customer can contact Zopa Bank through its contact page.