Growatt New Energy Australia Warranty Claim Procedure

Growatt New Energy Australia Pty Ltd.

Engineering Support Team Hotline: [phone]

WhatsApp: [phone] (Live Chat)

Email: [e-mail]

Website: https://au.growatt.com/ 

Address: Unit 4&5 / 378 Parramatta Road, Homebush West NSW 2140

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Terms and Conditions for Warranty Replacement Request

By submitting a warranty replacement request, the applicant agrees to the following terms and conditions and confirms the information provided is true and valid:

1. Application Form: Fill in the application form completely, providing necessary onsite photos, fault photos, fault codes, detailed description of the fault, test reports, and/or video recordings. If unable to upload photos, claim the warranty first and send all relevant documents to the warranty team.

2. Evidence Requirement: Ensure the application form is accurate and contains sufficient evidence to prove the fault. Incomplete or incorrect information may result in rejection of the request. Consult Growatt's after-sales before submitting the request to avoid rejection.

3. Return of Defective Unit: After receiving the replacement unit, return the defective unit to Growatt. Failure to return the defective unit will result in an invoice for the faulty machine and additional administration costs.

4. Inspection Fees for Incorrect Information: Growatt will inspect the returned defective unit to validate the fault. If the tested fault condition differs from the submitted reasons, a fee of AUD$150 including GST will be charged for the inspection. The shipping cost for sending the replacement unit and retrieving the defective device will also be charged to the applicant.

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Step 1. Lodging a Claim

For Installer/Retailer:

• Ensure an installer account is created on the Growatt OSS System to lodge warranty claims on the Growatt Portal. Refer to  'Warranty_Claim_Instructions_for_Installers_and_Retailers'  on lodging the warranty claim application.
• If you do not have an installer account/ID, register via 'Installer Code Registration' and contact [e-mail] for further instructions.

For End-User:

• Contact Growatt Australia at 1800 476 928 or email [e-mail] to receive a link for lodging the claim.

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Step 2. Installation of Replacement

• Contact the original installation company for replacement jobs or find local electricians through the Clean Energy Council.

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Step 3. Return of Faulty Unit

To ensure a smooth return experience for your Growatt products, please refer to article Faulty Unit Return Process for Growatt Products

Return Compliance: For models required to be returned, failure to do so will result in an invoice for payment, and the warranty procedure will not proceed until the faulty unit is returned.

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What Happens After the Claim is Approved

For Retailer/Distributor:

• If you replaced the inverter with your own stock, ensure you can provide the required evidence to guarantee the approval of the warranty claim. Lack of evidence may result in the return of faulty units and a required testing in Growatt workshop. You will need to pay for the shipping fee.
  1. If the inverter is faulty, Growatt will send a new replacement inverter (Growatt bears the shipping fee).
  2. If the inverter is not faulty, Growatt will return the original inverter and reject the application (you bear the shipping fee).

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Invoice and Marketing Rebate

For marketing compensation, please ensure that it is claimed within 6(SIX) Months from the date the warranty claim is lodged. Note that marketing rebates are only applicable for unit replacements. Any costs related to troubleshooting or root cause analysis are not covered under this rebate.

For more details, please refer to the article: Marketing Rebate.

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Claim Material Reference

For All Warranty Claims:

1. Label of the inverter (serial number)
2. Photos of the measurement by the installer (if applicable)
3. Detailed description of the problem
4. Error code on the inverter screen (photo required)

For Screen Problem (Non-working Screen):

• Submit a short video of tapping the touch button and showing the serial number. Send the video to [e-mail] with the warranty claim ticket number.

For Dead Inverter/Blank Screen:

• An electrician should take photos of the measurements and all switches to prove the inverter is not working. Attach the following photos to the warranty claim:
  1. Measurement of the DC voltages (all strings needed)
  2. Picture showing all switches are ON
  3. Full view of the inverter system showing the blank screen
• Contact Growatt Warranty Team at [e-mail] for conditional approval in some cases.

Important Note: Insufficient evidence will delay processing and incur unnecessary costs. Collect as much information and photos when the installer is onsite and follow the testing instructions.

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Warranty Procedure Flowchart

Refer to the provided flowchart for detailed steps on the warranty claim process.

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Reference Steps for Lodging Warranty Claim (Retailer/Installer)

• Log into Growatt OSS System.
• Select “Replacement Claim Forms” from the Service Hall drop-down menu.
• Click “Add the replacement claim” to lodge the warranty claim application.
• Ensure “Australia” is selected in the “Select Country” drop-down menu.
• Enter the Serial Number of the faulty inverter in the “Device SN”.
• Fill in the required details for delivery information, proof of purchase, Serial Number photos, etc.
• Click Submit!

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