Help & Resources for Adlår Customers
Adlår Castra Customer Support
Welcome to the Adlår Support Hub, your central resource for help, guidance, and downloadable documents relating to your Aurora II heat pump system.
Whether you’re preparing for installation, looking for product manuals, or need aftercare advice, this page has everything you need in one place. Our goal is to make your experience with Adlår Castra support simple, transparent, and reassuring – from installation day through to long-term performance.
Explore the sections below to find pre-installation information, consumer rights documentation, user guides, product specifications, and links to our detailed FAQ Hub.
Pre-Installation Information
Getting ready for your heat pump installation? We’ve made it easy to prepare.
What should I do before my heat pump installation?
- Ensure clear access to the installation area (indoors and outdoors)
- Remove any fragile or valuable items from working areas
- Let us know in advance if you have special access needs
- Be available for a handover or walkthrough after install
- Review the Comfort Guarantee and ask us any final questions
Have a question before installation day? Reach out to our team via the Contact Support section below.
Manuals & User Guides
Need help understanding your Aurora II system or smart controls? Here you’ll find downloadable manuals and user guides.
Contracts, Warranties & Consumer Rights
We’re committed to protecting your rights as a customer. Every Adlår installation includes clear documentation and a warranty for peace of mind.
What rights do I have as a renewable energy customer?
Adlår follows RECC (Renewable Energy Consumer Code) guidelines and UK Consumer Contracts Regulations. This means you’re protected by:
- Clear pricing with no hidden charges
- Cooling-off periods
- Transparent terms for warranty and support
- A structured complaints and dispute resolution process
We also provide full documentation before and after installation, so you’re never left in the dark.
Data Protection & RECC Commitment
Your data and privacy matter to us. Adlår is fully compliant with UK GDPR and operates in line with the Renewable Energy Consumer Code (RECC), ensuring ethical conduct in sales, installation, and aftercare.
What is RECC and why does it matter?
RECC is an industry code designed to protect customers using renewable energy solutions. It covers sales practices, contract transparency, and high standards of after-sales care. By choosing Adlår, you’re working with a certified, ethical installer who puts customer experience first.
How To Use Your Heat Pump Video Guide
Visit our YouTube channel for our handy video how to guides for new Adlår Energy Pioneers! Explore our playlist of 9 videos demonstrating all the important basics so you feel confident and comfortable with your new heat pump.
Visit Our Full FAQ Hub
Still have questions? Visit our dedicated FAQ Hub where you’ll find answers to common topics such as:
- Installation day logistics
- Smart control usage
- Government grants
- System maintenance
- Troubleshooting
We update the FAQs regularly to reflect customer questions and new features.
Still Need Help?
If you haven’t found what you need here, our friendly support team is happy to help.
- 01252 268 669
- info@adlar.co.uk
- Monday–Friday, 9:00am–6:00pm
- Greenhills Estate, Tilford Road, GU10 2DZ
Whether it’s help with your Aurora II heat pump, installation details, or aftercare support, we’re here to ensure your heating system continues to perform efficiently and reliably.
