Replacement Fee Coverage Under Warranty

Growatt New Energy Australia Pty Ltd is pleased to offer installation fee coverage for inverter's replacements under warranty, providing up to $150, inclusive of GST. This initiative is designed to enhance customer support and satisfaction.

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.

Article: Faulty Unit Return Process for Growatt Products

Key Information for Claiming Labor Costs

To ensure efficient processing of claims, it is mandatory to include the following information in your invoice:

• Issue Date and Invoice Number
• Faulty Product Serial Number
• Replacement Product Serial Number
• Warranty Claims Reference Number / Work Order Number (🚫 Not a 5-digit Case ID)
  • The Work Order Number or Warranty Claim Ticket (Reference Number), which is a unique string of 11-13 characters, has been sent to you via OSS email.
• Installation Address and Name

Why the Replacement Serial Number (SN) is Required

The replacement unit serial number (SN) is crucial for two primary reasons:

1. Verification of Replacement Installation: We need to confirm that the faulty unit has indeed been replaced with the specified replacement unit.
2. Warranty Expiry Alignment: The warranty of the replacement unit we sent will be adjusted to match the expiry date of the original faulty unit. The warranty will not be renewed or extended.

If the customer confirms that they used the replacement unit provided by us for the warranty claim, we will process the warranty internally. However, if the replacement unit is used for a new installation instead, the warranty benefits will not extend to the new customer, as the warranty is already registered and tied to the previous faulty unit.

Compensation Details

• The maximum compensation available is AUD 150, including GST, per confirmed faulty inverter, with the GST amount being $13.64.
• In cases where a special amount has been approved, please provide the case number and the name of the approving Growatt Australia team member.

Compensation for Battery Replacement

• For GBLI 6531 and GBLI 6532 batteries, the maximum compensation is AUD $220, including GST, per battery.
• For ARK-LV, ARK-XH, ALP, and APX batteries:
  • Compensation is AUD $220 for a site visit involving up to three batteries.
  • For each additional battery beyond the third, an extra AUD $50 will be provided.
  • Example: If a site has three faulty batteries under warranty, you can claim a total of AUD $220. For a fourth faulty battery, an additional AUD $50 will be added, bringing the total compensation to AUD $270.

Six-Month Marketing Compensation Claim Policy

Please be advised that our company’s policy strictly limits marketing compensation claims to those submitted within 6 (SIX) months from the date the customer lodges their warranty claim application. Claims submitted beyond this 6-month period, including the $150 (inclusive of GST) marketing compensation, will not be eligible for reimbursement and will be automatically rejected.

This policy ensures efficient processing and proper record management. Customers are strongly advised to submit any claims within the specified timeframe.

Understand the 5+5 Warranty Policy for Your Unit

If your unit comes with a 5+5 warranty policy, it is important to understand the coverage details and how to proceed in case of any issues. This warranty provides long-term protection for your product, ensuring support for defects and manufacturing issues over a total period of 10 years. Below are the key aspects of this warranty policy and what you need to do if a replacement is required.

 

Warranty Start Date and Duration

The warranty period is determined based on specific conditions rather than solely relying on the installation date. According to Growatt’s Factory Warranty Policy, the warranty remains valid under the following conditions:

• • The warranty is valid for five (5) years from the installation date OR,
  • capped at five and a half (5.5) years from the delivery date of the unit from Growatt New Energy Co., Ltd.

Coverage Details of the 5+5 (10-Year) Warranty

The 5+5 warranty policy offers a total of 10 years of protection, with different levels of coverage during each period.

1. 1. What is Covered?

      • The warranty includes protection against defects in design, components, and manufacturing.
      • It complies with Australian Consumer Law, ensuring that customers receive the necessary support in case of product-related issues.

   2. First 5 Years of Warranty Coverage

      • During the first five (5) years, Growatt provides full coverage, which includes:
        • Replacement of the unit if necessary.
        • Up to $150 (including GST) for labor costs associated with the replacement.

   3. Following 5 Years of Warranty Coverage

      • After the initial five years, the warranty continues for another five (5) years, but with limited coverage:
        • Growatt will only cover the replacement unit.
        • Labor costs will not be covered by Growatt during this period.

Who Is Responsible for the Replacement?

• Within the full 10-year warranty period, the original installation company is responsible for handling the replacement of the unit when necessary.
• For any replacement inquiries, end-users should first contact their original installation company to arrange the replacement job.
• If you are unable to reach your installer, you may contact Growatt for further guidance, but Growatt will not cover labor costs beyond the first five years.

What This Means for You

If your unit includes the 5+5 warranty policy, you can be assured of 10 years of manufacturer support. However, it is important to note the difference in coverage between the first and second five-year periods. For the first five years, both the replacement unit and a portion of the labor cost are covered. In the subsequent five years, only the replacement unit is covered, and any labor costs will be your responsibility.

For further details or to confirm your unit’s warranty coverage, we recommend checking your purchase documents or contacting Growatt’s support team.

Invoice Submission

Invoices must be addressed to:

Growatt New Energy Australia Pty Ltd
Unit 4&5 / 378 Parramatta Road,
Homebush West, NSW 2140.

Bank Details Required:

• BSB
• Account Number
• Account Name

Payments are processed exclusively through bank transfers.

Invoice Template

A template invoice is attached for your convenience to issue an invoice to Growatt. Please follow these instructions based on your GST registration status:

• For retailers/businesses registered for GST: Please apply a GST rate of 10%. The claim amount excluding GST will be $136.36, with GST being $13.64.

• For end-users not registered for GST: Please apply a GST rate of 0%. The claim amount will be $150 AUD.

Processing Time

• The standard processing time for claims is 15-20 working days after receiving the invoice, assuming no alterations are needed.
• Missing or incorrect information may delay processing and result in rejection of the invoice.

Terms and Conditions

1. Eligibility: Only inverters currently under warranty are eligible for installation fee coverage.

2. Compensation Limit: Compensation is limited to AUD 150, including GST, per faulty inverter. No additional compensation will be provided unless pre-approved by a Growatt Australia team member.

3. Invoice Accuracy: All required information must be accurately included in the invoice. Incomplete invoices will not be processed.

4. Bank Transfer Payments: Payments will only be made via bank transfer. Ensure that the correct bank details are provided.

5. Non-negotiable Terms: Adherence to these guidelines and terms is mandatory, and no exceptions will be granted.

Customers are encouraged to review the provided invoice template to ensure accuracy and compliance with these terms. Growatt New Energy Australia Pty Ltd remains committed to delivering excellent service and support.

For further assistance or inquiries, please contact our support team.