All you need to know about Growatt Warranty

Table of Contents

1. Do you need to lodge a warranty claim?
2. How to lodge the warranty claim?
3. How do you know if your claim has been submitted successfully?
4. How do you know if your claim has been processed?
5. How do you know if your claim has been approved?
6. When and how do you know if your replacement unit has been dispatched?
7. Do you need to return the faulty unit to us?
8. How to check your warranty status ?
9. For end-users having issues with your system, Q&A

Frequently Asked Questions (FAQ):

Q1. Do you need to lodge a warranty claim?

To determine if your inverter is faulty, follow these steps:

1. Ensure all switches are turned on.
   This includes the switch box, DC isolator, and AC isolator.

2. Check the inverter for error codes:

   • Tap the screen to check for messages such as:
     • "Error 405"
     • "No AC Connection"
     • Or any other error codes displayed.

3. Contact Growatt to confirm if a warranty claim is required.

   • Email us at [e-mail] to verify if a warranty claim needs to be lodged.

Important: Always contact Growatt to confirm before proceeding with a warranty claim.

Q2. How to lodge the warranty claim?

You can find detailed instructions on lodging a warranty claim by visiting the link below:

👉 Growatt Warranty Claim Procedure

Tip: Make sure to review all the instructions carefully and gather the required details before starting your claim process.

Q3. How do you know if your claim has been submitted successfully?

Once you have submitted your warranty claim application, you will receive an email confirmation that includes your Warranty Claim Reference Number for tracking purposes.

Steps to confirm your claim:

1. Check your inbox (or spam/junk folder):
   Look for an email from Growatt OSS Mail ([e-mail]).

2. Find your Warranty Claim Reference Number:
   It will be included in the email, as shown in the sample below:

   • Example Reference Number: 2411011050860

Sample Email: (Highlighted details in the sample below show what to look for.)

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Q4. How do you know if your claim has been processed?

• Notification Email:
  After submitting your claim, you will receive an email within 3 business days confirming whether your application has been approved or rejected.

• Check Your Inbox/Spam Folder:
  If you don’t receive an update, ensure you check both your inbox and spam/junk folders for the response.

• Additional Information May Be Requested:
  You might be asked to provide more evidence, such as:

  • Proof of purchase
  • Photos or videos of the fault
  • A detailed description of the issue.

Sample Email: (Highlighted details in the sample below show what to look for.)

Some issues with your inverter may be resolved remotely by our engineering team. In such cases, a replacement might not be required.

• Example: If the issue is diagnosed as a resolvable problem (e.g., AC Voltage Outrange), you will receive an email with instructions on how to resolve it.
• Instructions may include a link to a helpful guide or video (e.g., YouTube instructions) to get your inverter online.

Sample Response Email:
The email will outline the steps required to address the issue remotely, if applicable.

Q5. How do you know if your claim has been approved?

• Approval Confirmation Email:
  Once your warranty claim is approved, you will receive an email notification confirming the approval. The email will include:

  • Your Warranty Claim Reference Number
  • Information about the next steps, such as the delivery of the replacement inverter to your address.

Sample Email:
The email will look like the example below, showing that the claim has been approved.

Q6. When and how do you know if your replacement unit has been dispatched?

• Dispatch Notification Email:
  Once your replacement inverter has been dispatched, you will receive an email with tracking details for your parcel.

• Tracking Information:
  The email will include a tracking link (e.g., from Sendle/TNT Notifications) to monitor the delivery status of your replacement unit.

• What to Look For:

  • Sender: Growatt New Energy Australia Pty Ltd
  • Parcel information: Delivery address and estimated delivery date.
  • A clickable "Track my parcel" button to view live updates.

Sample Notification Email:
The email will look similar to the example below, providing all necessary details about your shipment.

Q7. Do you need to return the faulty unit to us?

For Return: Inverters ⚡

• Models ending with -X, -XH:
  (Includes both single-phase and three-phase units from the MIN Series and MOD Series.)
• Models starting with SPH:
  (For example, SPH 5000 and SPH 5000 TLBL UP.)
• Models starting with SPF:
  (For example, SPF 5000ES and SPF 5000TL-P HVM.)

Batteries 🔋

• All models are eligible for return.

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For Self-Disposal (No Return Needed): 🚫

• Inverters with model names ending with -S or MTL (covering single-phase and three-phase)
• Smart meters: All models
• Dongles: All models
• Backup boxes: All models
• BDC boxes: Not required for return

Note:

• Always retain the serial number of the faulty unit for invoice claims or replacement requests.

Q8. How to check your warranty status?

Step-by-Step Instructions:

1. Visit the Warranty Status Page:
   👉 Check Warranty Status

2. Enter Required Information:

   • Input your inverter serial number or warranty claim reference number in the search field.

3. View Your Claim Details:

   • The status of your claim will be displayed.
   • Example statuses include:
     • "Claim in progress"
     • "Deliver the spares" (indicating your claim has been approved and the delivery process has started).

4. Check Logistics Information:

   • Once the claim is approved and spares are dispatched, you’ll find logistics details (e.g., shipping carrier and tracking number) under the status update.

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Sample Screenshots:
Refer to the images below for an example of how the status page and logistics information will appear.

Once your claim has been approved, the status will update to "Deliver the spares", which indicates that your warranty claim has been approved and the delivery process will begin.

Q9. For end-users having issues with your system, Q&A

How can I inquire about product stock availability?
A: For stock inquiries, please send an email to our support team at [e-mail] with the model and quantity you’re interested in, and we’ll provide you with availability details.

What is the warranty period for my Growatt inverter?
A: Growatt inverters normally come with a standard 5-years or 10 years warranty, where as the warranty period for off-grid inverters are 2 years. For more detailed warranty information, please refer to the product manual or contact our customer support team for any special circumstances.

How much compensation will I receive under the warranty?
A: Under the warranty, you are eligible for a $150 compensation, typically in the form of a replacement inverter.

How long will it take for my replacement inverter to be delivered?
A: Delivery times vary depending on your location. Typically, delivery of a replacement inverter can take between 5-10 business days. You will receive tracking details via email once your replacement is shipped.

What model should be used as a replacement for my faulty inverter?
A: The replacement model will be determined based on the original inverter's specifications and availability. Our support team will confirm the replacement model and provide you with tracking details once your claim is processed.

How do I return my faulty inverter?
A: After receiving your replacement inverter, please contact our support team at [e-mail] to arrange a pickup for your faulty unit. You will receive instructions and a courier label for the return.

I can't configure my WiFi. Is the inverter faulty?
A: If you are unable to configure the WiFi connection, please check that your system meets the requirements for the datalogger. Common issues include network settings or incorrect installation. If your system meets the requirements but still doesn't work, contact us for troubleshooting assistance.

My inverter appears to be faulty. What should I do?
A: If you believe your inverter is faulty, please first contact your solar installation company for an inspection. Often, installation issues can cause the inverter to malfunction. If the installation is confirmed to be correct, please contact our support team with your inverter’s serial number and details of the issue. We will investigate the matter further.

Why is my product not covered by warranty?

A: Only devices purchased through our official distributors and retailers are subject to Australian Consumer Law. This is because Growatt can only support inverters designed in accordance with Australian safety standards. Growatt reserves the right to deny coverage for any item acquired through unauthorized channels

What is the warranty period of my inverter?

A: Please check your inverter's warranty by entering the serial number of the inverter via the website: https://au.growatt.com/support/warranty

What should I do if my inverter is out of warranty?

A: If your inverter is no longer under warranty, please contact your original point of purchase for further support. If your inverter is faulty or experiencing issues, Growatt will attempt to assist you remotely. However, if the inverter is deemed faulty and beyond repair, Growatt cannot provide a replacement. In this case, you will need to contact your original buyer for further assistance.

Why some inverter has 5 years warranty whereas some inverter has 10 years warranty?

A: Effective June 1, 2023, Growatt inverters shipped to Australia, excluding the SPF off-grid inverter, now come with a standard 10-year warranty, with no registration required. Inverters shipped prior to this date are subject to the original 5-year warranty terms (with some eligible for extensions).

How is Growatt warranty offered?

A: The standard warranty period is based on the installation date listed on the installation certificate and must be within six months of the delivery date from Growatt New Energy Co., Ltd.

For instance, if the delivery date is March 11, 2023, and the installation date is recorded as April 15, 2023, the warranty would begin on April 15, 2023, and extend until April 15, 2033. However, if the installation is delayed beyond six months, the warranty will still start no later than September 11, 2023.

If you have any additional questions or require further assistance, please reach out to our customer support team at  [e-mail].