Warranty Terms and Conditions
Review your inverter warranty period
Sungrow’s Inverters 10-Year Standard Warranty Terms and Conditions
- SG2K-S (Premium), SG2K5-S (Premium), SG3K-S (Premium), SG3K-D (Premium), SG5K-D (Premium), SG8K-D (Premium), and SH5K-30; SH5.0RT, SH8.0RT, SH10RT, SH8.0RS, SH10RS, SG5KTL-MT, SG10KTL-MT, SG15KTL-M, SG20KTL-M; SG5.0RT, SG6.0RT, SG7.0RT, SG8.0RT, SG10RT, SG12RT, SG15RT, SG17RT, SG20RT; SG30CX (Premium), SG50CX (Premium), SG110CX (Premium), SC50HV-20, SG2K-S-NI, SG2K5-S-NI, SG3K-S-NI, SG3K-D-NI, SG5K-D-NI SG50CX-NI, SG110CX-NI, SG30CX-P2, SG50CX-P2 and SG110CX-P2.
- SG2.0RS-S, SG2.5RS-S, SG3.0RS-S, SG3.0RS, SG3.6RS, SG4.0RS, SG5.0RS, SG5.0RS-ADA, SG6.0RS, SG8.0RS, SG9.0RS, SG10RS, SH5.0RS, SH6.0RS, SH8.0RS, SH10RS.
- SH5T, SH10T, SH15T, SH20T, SH25T.
- Note: The (Premium) is only suffix which will not show in the model number on the nameplate.
- Communication Modules (e.g. Winet-S, WiFi V31, E-Net, EyeM4A), Smart Energy Meters (e.g. S100, DTSD1352, T65, DTSU666, DTSU666-20), Logger Devices (e.g. Logger1000, COM100E) and other accessories in respect of such Inverters.
- SH5.0RS, SH6.0RS; SBR160 and above.
- Note: The model must have Internet and be connected to iSolarCloud. Batteries with 5 or more modules will offer 1.5% extra travel rebate.
Warranty
Sungrow warrants, on the terms and conditions set out below, that:
- the Inverters in Category 1 will be free from defects in materials and workmanship for a period of ten (10) years from the date of installation of the relevant Inverter, but no more than eleven (11) years from the manufacturing date of that Inverter (whichever comes first) in Australia only; and
- all Accessories in Category 2 in respect of the Inverters will be free from defects in materials and workmanship for period of one (1) year from the date of installation of the relevant Accessory but no more than two (2) years from the manufacturing date of that Accessory (whichever comes first) in Australia only.
Extension of Warranty for the Inverters may be purchased up to the end of the Standard Warranty Period. If an Inverter or Accessory is defective in materials or workmanship within the applicable warranty period, Sungrow will at its discretion:
- repair the Inverter or Accessory at a Sungrow office or on-site; or
- provide a new or refurbished replacement either by itself or through the original installer or Sungrow service partner.
Where a replacement is provided, Sungrow will determine, in its discretion, the closest Inverter or Accessory within the then current range of Inverters or Accessories offered by Sungrow with which to replace the faulty or damaged Inverter or Accessory. The replacement Inverter or Accessory may differ with the replaced Inverter or Accessory in size and specifications, at the reasonable election of Sungrow. Sungrow may replace parts with refurbished parts.
Any Inverters and/or Accessories repaired or replaced under the Standard Warranty or Extended Warranty will be guaranteed on these terms as follows:
- where the unexpired portion of the warranty period given on the original Inverters and/or Accessories, including any Extended Warranty on such original Inverters and/or Accessories, is greater than 12 months from the date of repair or replacement under this Warranty, that time period; or
- where the unexpired portion of the warranty period given on the original Inverters and/or Accessories, including any Extended Warranty on such original Inverters and/or Accessories, is less than 12 months from the date of repair or replacement under this Warranty, 12 months from the date of repair or replacement under this Warranty.
Exclusions
Any defect caused by the following circumstances will not be covered by the Standard Warranty or Extended Warranty:
- failure to comply with Sungrow's operating instructions, the installation guide and the maintenance instructions for the Inverter or Accessory;
- failure to comply with safety regulations in respect of the Inverter or Accessory;
- faulty installation or commissioning of the Inverter or Accessory (e.g. the Inverter being knocked or failing over);
- unauthorised repairs to the Inverter or Accessory;
- improper use or misuse of the Inverter or Accessory (including accidents and external influences beyond the control of Sungrow, e.g. lightning);
- damage during the transportation of the Inverter or Accessory;
- the Inverter or Accessory or packaging is damaged due to improper storage before installation;
- insufficient ventilation of the Inverter or Accessory;
- damage to the Inverter that originates from other parts of the system;
- a force majeure (e.g. war, crime, natural disasters, etc.) or impact damage; and
- flaws that do not adversely affect the proper functioning of the Inverter or Accessory (e.g. cosmetic defects, and wear and tear).
Sungrow shall not be liable for indirect, incidental, consequential or special damages, howsoever caused, including, but not limited to, loss of use, loss of profits, loss of production, or loss of revenues.
This warranty does not cover fuses, surge suppressors, filters, or cosmetic damages.
This warranty shall cease, if
(a) Serial number of the product has been altered, manipulated, or cannot be clearly identified;
(b) You fail to make any product subject of a claim available for inspection, testing and correction;
(c) Your claim concerns aesthetics or appearance, and not material or workmanship;
(d) The products are relocated without Sungrow’s approval.
Any other warranty right not mentioned specifically on this document is out of the scope of this warranty.
Warranty claim process
In the event of a fault, an End-User should contact the Installer from whom the Inverter or Accessory was purchased to arrange preliminary troubleshooting and contact Sungrow if necessary. If the product is suspected to be faulty, Sungrow will ask to submit a warranty claim with reasons. The End-User or the Installer should lodge a warranty claim (Claimant) via an Online Warranty Claim (service.sungrowpower.com.au) with the supporting documents and contact details set out below:
- all of the information requested in the Warranty Claim Form accompanying these Terms;
- a copy of your invoice, receipt, commissioning report or any other document which provides proof of purchase of the Inverter, Accessory and/or Extended Warranty, as applicable or the date of installation of the relevant Inverter; and
- details of how we should contact you.
Sungrow reserves the right to reject the Warranty claim:
- if you do not comply with the above-mentioned requirements;
- if the Inverter and/or Accessory is replaced without the prior consent from Sungrow; and
- if Sungrow is not satisfied that the defect was caused by defective workmanship or materials.
Sungrow will seek reimbursement of all costs it incurs from the Claimant where the Inverter or Accessory is found to be free from defects in workmanship or materials or when it has been determined that the Limited Warranty does not apply.
Transportation
Sungrow will cover the outbound and inbound transportation costs to the Claimant by standard ground transportation up to a total of $200. Excess costs or costs in respect of any other mode of transportation requested by the Claimant will be borne by the Claimant.
It is the responsibility of the Claimant to contact Sungrow to organise the return of the allegedly defective Inverter or Accessory to Sungrow in the same packaging material, in reasonable condition provided by the replacement. An Inverter or Accessory not returned within 4 weeks after delivery will be billed to the Claimant for the replacement unit in addition to the delivery and service charges incurred by Sungrow.
Sungrow service rebate
The Sungrow service rebate may be eligible to the Installer to replace the defective Inverter or Accessory, which has been returned to Sungrow and deemed defective in workmanship or materials upon testing and inspection by Sungrow. The latest standard service rebate can be found on Sungrow Service Rebate. If multiple on-site visits are required, the Installer must contact Sungrow prior to the site visit. If the site is a remote area or if the Installer is unable to attend on-site, Sungrow recommends the Claimant to find a local electrician to attend the site. The service rebate must be claimed within 6 months from the date when the warranty claim is approved. Contact Sungrow for further details.
The following are not refunded:
- Travel expenses, export certificates or customs duties are not covered by Sungrow.
- Costs of work on other equipment of the warranty holder are not covered (necessary modifications to the existing photovoltaic system, the house installation or other equipment).
- However, due to technological progress, it is possible that a provided spare part or replacement unit is not compatible with the system monitoring or other components installed on site. Resulting costs and expenses are not part of this warranty and are not covered by Sungrow.
- Costs of express deliveries are not covered.
Rights at law
In addition to the warranty given by Sungrow, consumers have statutory warranty rights that will not be limited or replaced by this warranty. For customers in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact details
Australian Authorized Importer：[Sungrow Australia Group Pty Ltd trading as Sungrow]
Suite 701, 1 Elizabeth Plaza, North Sydney, NSW 2060
Tel: 1800 786 476
Email: service@sungrowpower.com.au
Manufacturer：[Sungrow Power Supply Co., Ltd]
Sungrow’s Inverters 5-Year Standard Warranty Terms and Conditions
- Single-phase inverters: SG2K-S, SG2K5-S, SG3K-S, SG3K-D, SG5K-D, SG8K-D, SH5K-20, SH5K-30; SG2KTL-S, SG2K5TL-S, SG3KTL-S, SG3KTL-D, SG4KTL-S, SG5KTL-D and SH5K; SG3KTL-M, SG4KTL-M and SG5KTL-M.
- Three-phase inverters: SG5KTL-MT,, SG10KTL-MT, SG10KTL-M, SG15KTL-M, SG20KTL-M, SG30CX, SG50CX, SG110CX, SG125HV, SG250HV, SG250HX, SG350HX and SG350HX-20:; SG3KTL-EC, SG5KTL-EC, SG10KTL-EC, SG10KTL, SG12KTL, SG15KTL, SG20KTL, SG30KTL(-M), SG50KTL(-M) and SG60KTL(-M).
- Power converter systems: SC50HV, SC50HV-20, SC100, SC110CX, SC250 and SC500TL.
Warranty
Sungrow warrants, on the terms and conditions set out below, that:
- the Inverters will be free from defects in materials and workmanship for a period of five (5) years from the date of installation of the relevant Inverter, but no more than six (6) years from the manufacturing date of that Inverter (whichever comes first); and
- all Accessories in respect of the Inverters will be free from defects in materials and workmanship for period of two (2) years from the date of installation of the relevant Accessory but no more than three (3) years from the date of production of that Accessory.
Extension of Warranty for the Inverters may be purchased up to the end of the Standard Warranty Period. If an Inverter or Accessory is defective in materials or workmanship within the applicable warranty period, Sungrow will at its option:
- repair the Inverter or Accessory at a Sungrow office or on-site; or
- provide an equivalent replacement or a new Inverter or Accessory,
either by itself or through a Sungrow service partner.
Where a replacement is provided, Sungrow will determine, in its discretion, the closest Inverter or Accessory within the then current range of Inverters or Accessories offered by Sungrow with which to replace the faulty or damaged Inverter or Accessory. The replacement Inverter or Accessory may differ with the replaced Inverter or Accessory in size and specifications, at the reasonable election of Sungrow. Sungrow may replace parts with refurbished parts.
Any Inverters and/or Accessories repaired or replaced under the Standard Warranty or Extended Warranty will be guaranteed on these terms as follows:
- where the unexpired portion of the warranty period given on the original Inverters and/or Accessories, including any Extended Warranty on such original Inverters and/or Accessories, is greater than 12 months from the date of repair or replacement under this Warranty, that time period; or
- where the unexpired portion of the warranty period given on the original Inverters and/or Accessories, including any Extended Warranty on such original Inverters and/or Accessories, is less than 12 months from the date of repair or replacement under this Warranty, 12 months from the date of repair or replacement under this Warranty.
Exclusions
Any defect caused by the following circumstances will not be covered by the Standard Warranty or Extended Warranty:
- failure to comply with Sungrow's operating instructions, the installation guide and the maintenance instructions for the Inverter or Accessory;
- failure to comply with safety regulations in respect of the Inverter or Accessory;
- faulty installation or commissioning of the Inverter or Accessory (e.g. the Inverter being knocked or failing over);
- unauthorised repairs to the Inverter or Accessory;
- improper use or misuse of the Inverter or Accessory (including accidents and external influences beyond the control of Sungrow, e.g. lightning);
- damage during the transportation of the Inverter or Accessory;
- the Inverter or Accessory or packaging is damaged due to improper storage before installation;
- insufficient ventilation of the Inverter or Accessory;
- damage to the Inverter that originates from other parts of the system;
- a force majeure (e.g. war, crime, natural disasters, etc.) or impact damage; and
- flaws that do not adversely affect the proper functioning of the Inverter or Accessory (e.g. cosmetic defects, and wear and tear).
Travel and subsistence expenses as well as on-site installation, modification and maintenance costs will not be covered by the Standard Warranty or Extended Warranty. A new replacement Inverter or Accessory with a technical improvement may not be compatible with the remaining components of the photovoltaic system. The costs incurred as a consequence will not be covered by the Standard Warranty or Extended Warranty. Sungrow will not accept any claims for compensation for power that was not fed into the grid or consumed.
Warranty claim process
In the event of a fault, an End-User should contact the Installer from whom the Inverter or Accessory was purchased to arrange preliminary troubleshooting and contact Sungrow if necessary. If the product is suspected to be faulty, Sungrow will ask to submit a warranty claim with reasons. The End-User or the Installer should lodge a warranty claim (Claimant) via an Online Warranty Claim (service.sungrowpower.com.au) with the supporting documents and contact details set out below:
- all of the information requested in the Warranty Claim Form accompanying these Terms;
- a copy of your invoice, receipt, commissioning report or any other document which provides proof of purchase of the Inverter, Accessory and/or Extended Warranty, as applicable or the date of installation of the relevant Inverter; and
- details of how we should contact you.
Sungrow reserves the right to reject the Warranty claim:
- if you do not comply with the above-mentioned requirements;
- if the Inverter and/or Accessory is replaced without the prior consent from Sungrow; and
- if Sungrow is not satisfied that the defect was caused by defective workmanship or materials.
Sungrow will seek reimbursement of all costs it incurs from the Claimant where the Inverter or Accessory is found to be free from defects in workmanship or materials or when it has been determined that the Limited Warranty does not apply.
Transportation
Sungrow will cover the outbound and inbound transportation costs to the Claimant by standard ground transportation up to a total of $200. Excess costs or costs in respect of any other mode of transportation requested by the Claimant will be borne by the Claimant.
It is the responsibility of the Claimant to contact Sungrow to organise the return of the allegedly defective Inverter or Accessory to Sungrow in the same packaging material, in reasonable condition provided by the replacement. An Inverter or Accessory not returned within 4 weeks after delivery will be billed to the Claimant for the replacement unit in addition to the delivery and service charges incurred by Sungrow.
Sungrow service rebate
The Sungrow service rebate may be eligible to the Installer to replace the defective Inverter or Accessory, which has been returned to Sungrow and deemed defective in workmanship or materials upon testing and inspection by Sungrow. The latest standard service rebate can be found at Sungrow Service Rebate. If multiple on-site visits are required, the Installer must contact Sungrow prior to the site visit. If the site is a remote area or if the Installer is unable to attend on-site, Sungrow recommends the Claimant to find a local electrician to attend the site. The service rebate must be claimed within 6 months from the date when the warranty claim is approved. Contact Sungrow for further details.
Rights at law
In addition to the warranty given by Sungrow, consumers have statutory warranty rights that will not be limited or replaced by this warranty. For customers in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact details
Australian Authorized Importer：[Sungrow Australia Group Pty Ltd trading as Sungrow]
Suite 701, 1 Elizabeth Plaza, North Sydney, NSW 2060
Tel: 1800 786 476
Email: service@sungrowpower.com.au
Manufacturer：[Sungrow Power Supply Co., Ltd]
Download PDF version
Sungrow’s Inverters 5-Year Limited Warranty Terms and Conditions
Sungrow HV Battery’s Limited Warranty Terms and Conditions
Version 8.0 Effective From: Oct, 1st, 2024*
[Sungrow Australia Group Pty Ltd trading as Sungrow] (Sungrow) gives the following limited Standard Warranty against defects set out in these Terms and Conditions. This Warranty are applicable only in Australia for Sungrow Lithium-ion batteries (SBR064/SBR096/SBR128/SBR160/SBR192/SBR224/SBR256/ SBH200 / SBH250 / SBH300 / SBH350 / SBH400) (Battery).
Sungrow’s Warranties are only provided to the original purchaser of the Battery(Purchaser), where the purchaser is a distributor, solar retailer or Clean Energy Council accredited electrician(Installer),who on-supplies the Battery to another party, to that other-party (End-User). Sungrow’s Standard Warranties are not otherwise transferable.
Warranty
The Battery usage must comply with the operating conditions under the specification and the installation manual supplied by Sungrow, and then Sungrow warrants that the Products are free from defects in material and workmanship within a period of 10 years (120 months) from the date of installation or ten years and six months (126 months) from the manufacturing date, whichever comes first, free of charge.
10 Year Limited Performance Warranty for any new Battery installed on and after 1st, Oct 2024
The performance warranty guarantees that the Battery maintains at least 70% of the initial Battery’s Capacity over the period of ten years (120 months) from the installation date or ten years and six months (126 months) from the manufacturing date, whichever comes first, in the below application scenario:
Exclusions
The Limited Warranty will not cover any defect caused by the following circumstances:
- the Battery or packaging is damaged due to improper storage before installation;
- damage during the transportation of the Battery;
- use of an incompatible PCS (inverters, d.c./d.c. converters, etc.);
- failure to comply with Sungrow’s operating instructions, the installation guide and the maintenance instructions for the Battery (e.g. the ambient temperature during the operation of the product falls below -20°C or exceeds 50°C);
- failure to comply with safety regulations in respect of the Battery;
- faulty installation or commissioning of the Battery (e.g. the Battery being knocked or failing over);
- unauthorised repairs, alteration to the Battery;
- improper use or misuse of the Battery (including accidents and external influences beyond the control of Sungrow, e.g. lightning);
- Third-party’s product or part is assembled or used in combination with Products of Sungrow;
- Removal and reinstallation of your Products at a location other than the original installation location, without the express written consent of Sungrow;
- a force majeure (e.g. war, crime, natural disasters, etc.); and
- flaws that do not adversely affect the proper functioning of the Battery (e.g. cosmetic defects, and wear and tear).
- battery system is not monitored in iSolarCloud
- Batteries left in a non-operational state for long periods of time may cause over-discharge damage. (Eg. if the system fails, or the battery is not connected to the PCS, the battery will not get charged). *Example of SOC drained when standstill: Battery switch off: 20% SOC in 8 months, 5% SOCin 2 months, 0% SOC in 1 month. Battery switch not turned off: 20% SOC in 9 days, 5% SOC in 3 days, 0% SOC in 1 day.
Extend additional batteries in StackOnly new battery modules added to existing battery stacks are accepted. The extension must adhere to the Sungrow battery extension guide(refer to User Manual or contact Sungrow Service for more details).The performance warranty will commence from the initial battery system installation date or follow the manufacturing date of the oldest battery, regardless of any additional batteries added in the stack later. New battery stack added on site is considered as new Battery and required to register the battery system warranty separately.
Product Repair Service
If the Battery is defective due to material and workmanship within a period of 10 years (120 months) from the date of installation (no more than ten years and six months (126 months) from the manufacturing date) or if the Battery can operate but fails to comply to its Performance Warranty under the standard capacity test conditions, Sungrow will provide the material (replacement parts or an equivalent replacement) via standard freight and standard service rebates to cover the labour costs of repair. Sungrow guarantees to provide a new or refurbished replacement, at its discretion, which performance is equal to or higher than defective Product.
If the Battery is defective but is not covered under warranty, Sungrow may offer for the paid repair service or advise to the Purchaser contact third parties for battery recycling under their own costs. The Purchaser may contact Sungrow to organise this paid repair service. Sungrow will offer a quotation that covers the inspection, labour, freight, material, waste disposal and management costs to conduct the paid repair service. Sungrow warrants the workmanship of the repair for 6 months.
For any Battery repaired or replaced under the Warranty, the remaining warranty period of the original Battery will be transferred to the replacement Battery. Sungrow will register the transfer of the warranty entitlement.
In the event the Products are not available in the market anymore, Sungrow, at its option, may replace it with different kind of product which is equivalent to the existing functions, capacity and performances or refund the remaining annually depreciated value of the purchase price of the Products during the Terms of Performance Warranty as set out in the compensation Scheme below. The purchase price mentioned herein refers to the list price of the Battery actually paid by the Buyer for the purchase, or by the Reseller or Certified Installer, as evidenced by the original purchase invoice. If the original purchase invoice cannot be provided, the purchase price will be based on the recommended retail price of the unit for the Retailers/Installers at the time the warranty claim is made.
- Compensation Scheme (For Performance Warranty)-
• Residual value in [Local Currency] = purchasing price in [Local Currency] / 120 x (120 -Operation time after installation in month)
• No warranty of performance will be provided from the 121st month
Sungrow requires access to the performance data and log history of the product over the internet to assess the battery's condition. The end-user/installer is responsible for maintaining the integrity and completeness of the data. If the data is incomplete or has been deleted /altered, Sungrow will honor the warranty for at least four years following the date of first installation date or four years plus six months from the manufacturing date, subject to the exclusions and limitations set out in this Warranty.
Warranty Claim Process
Sungrow encourages the installer/end-user to register the warranty on the Sungrow portal (https://service.sungrowpower.com.au/Warranty/warranty-registration) for quick reference.
In the event of a fault, an End-User should contact the Installer from whom the Battery system was purchased to arrange preliminary troubleshooting and contact Sungrow if necessary. If the product is suspected to be faulty, Sungrow will ask to submit a warranty claim with reasons. The End-User or the Installer should lodge a warranty claim (Claimant) via an Online Warranty Claim (service.sungrowpower.com.au) with the supporting documents and contact details set out below:
- Battery Log Data including running information, error history and event record if the Battery does not connect to Sungrow iSolarCloud portal;
- all of the information requested in the Warranty Claim Form accompanying these Terms;
- a copy of your invoice, receipt, commissioning report or any other document which provides proof of purchase of the Battery, as applicable or the date of installation of the relevant Battery; and
- details of how we should contact you.
Sungrow reserves the right to reject the Warranty claim:
- if you do not comply with the above-mentioned requirements;
- if the Battery is replaced without the prior consent from Sungrow; and
- if Sungrow is not satisfied that the defect was caused by defective workmanship or materials.
Transportation
Sungrow will cover the outbound and inbound transportation costs to the Claimant by standard ground transportation up to a total of $200. Excess costs or costs in respect of any other mode of transportation requested by the Claimant will be borne by the Claimant.
It is the responsibility of the Claimant to contact Sungrow to organise the return of the allegedly defective Battery to Sungrow in the same packaging material, in reasonable condition provided by the replacement. A Battery not returned within 4 weeks after delivery will be billed to the Claimant for the replacement unit in addition to the delivery and service charges incurred by Sungrow.
Sungrow service rebate
The Sungrow service rebate may be eligible to the Installer to replace the defective Battery, which has been returned to Sungrow and deemed defective in workmanship or materials upon testing and inspection by Sungrow. The service rebate must be claimed within 6 months from the date when the warranty claim is approved. The latest standard service rebate can be found at: (service.sungrowpower.com.au/Warranty/warranty).Contact Sungrow for further details.
Rights at law
In addition to the warranty given by Sungrow, consumers have statutory warranty rights that will not be limited or replaced by this warranty. For customers in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact details
Australian Authorized Importer：[Sungrow Australia Group Pty Ltd trading as Sungrow]
Suite 701, 1 Elizabeth Plaza, North Sydney, NSW 2060
Tel: 1800 786 476
Email: service@sungrowpower.com.au
Manufacturer：[Sungrow Power Supply Co., Ltd]
Download PDF version
Sungrow's HV Battery Limited Warranty_V8.0 [Effective from 1st, Oct, 2024]
Sungrow's HV Battery Limited Warranty_V7.1 [Effective prior to 1st, Oct, 2024]
Sungrow Battery’s Limited Warranty Terms and Conditions
[Sungrow Australia Group Pty. Ltd. trading as Sungrow] (Sungrow) gives the following limited Standard Warranty against defects set out in these Terms and Conditions. This Warranty are applicable only in Australia for Sungrow Lithium-ion batteries (SBP4K8) (Battery).
Sungrow’s Warranties are only provided to the original purchaser of the Battery (Purchaser), where the purchaser is a distributor, solar retailer or Clean Energy Council accredited electrician (Installer), who on-supplies the Battery to another party, to that other-party (End-User). Sungrow’s Standard Warranties are not otherwise transferable.
Warranty
The Battery usage must comply with the operating conditions under the specification and the installation manual supplied by Sungrow, and then Sungrow warrants that the Products are free from defects in material and workmanship for five (5) years from the Warranty Commencement Date for free of charge.
10 Year Limited Performance Warranty
The performance warranty guarantees that the Battery maintains at least 70% of the initial Battery’s Capacity (4.8 kWh) over the period of ten years (120 months) from the installation date (no more than ten years and six months (126 months) from the manufacturing date) or until the end of 4,000 cycles of the product, whichever comes first, under the standard capacity test conditions (see below).
Standard capacity test conditions:
• ambient temperature: 25 °C;
• charging the Battery at 0.33 C CC/CV (constant voltage 58.1 V and cut-off current 0.05 C);
• discharge the Battery at 0.33 C CC (cut-off voltage 44.8 V);
• measurement of current and voltage at battery DC terminals.
Product Repair Service (5 Year Limited Product Warranty)
If the Battery is defective due to material and workmanship within a period of five years (60 months) from the date of installation (no more than five years and six months (66 months) from the manufacturing date) or if the Battery can operate but fails to comply to its Performance Warranty under the standard capacity test conditions, Sungrow will provide the Warranty Repair Service, which is covered by 5 year limit product warranty for free of charge.
If the Battery cannot operate after a period of five years (60 months) from the date of installation (no more than five years and six months (66 months) from the manufacturing date) although comply to its Performance Warranty under the standard capacity test conditions, Sungrow will provide the Standard Repair Service applies for paid service, which means 5 year limit product warranty has expired and cannot be covered by 10 year limited performance warranty either.
The definition and the process of the repair service for the defective product is described as following:
Warranty Repair Service: Sungrow will provide the material (replacement parts or an equivalent replacement) via standard freight and standard service rebates to cover the labour costs of repair.
Standard Repair Service: The Purchaser may contact Sungrow to organise this paid repair service. Sungrow will offer a quotation that covers the inspection, labour, freight, material, waste disposal and management costs to conduct the repair service. Sungrow warrants the workmanship of the repair for 6 months.
For any Battery repaired or replaced under the Warranty, the remaining warranty period of the original Battery will be transferred to the replacement Battery. Sungrow will register the transfer of the warranty entitlement.
Exclusions
The Limited Warranty will not cover any defect caused by the following circumstances:
- use of an incompatible PCS (inverters, d.c./d.c. converters, etc.);
- failure to comply with Sungrow’s operating instructions, the installation guide and the maintenance instructions for the Battery (e.g. the ambient temperature during the operation of the product falls below -10°C or exceeds 45°C);
- failure to comply with safety regulations in respect of the Battery;
- faulty installation or commissioning of the Battery (e.g. the Battery being knocked or failing over);
- unauthorised repairs to the Battery;
- improper use or misuse of the Battery (including accidents and external influences beyond the control of Sungrow, e.g. lightning);
- insufficient ventilation of the Battery;
- the Battery or packaging is damaged due to improper storage before installation;
- damage during the transportation of the Battery;
- a force majeure (e.g. war, crime, natural disasters, etc.); and
- flaws that do not adversely affect the proper functioning of the Battery (e.g. cosmetic defects, and wear and tear).
Warranty claim process
In the event of a fault, an End-User should contact the Installer from whom the Battery system was purchased to arrange preliminary troubleshooting and contact Sungrow if necessary. If the product is suspected to be faulty, Sungrow will ask to submit a warranty claim with reasons. The End-User or the Installer should lodge a warranty claim (Claimant) via an Online Warranty Claim (service.sungrowpower.com.au) with the supporting documents and contact details set out below:
- all of the information requested in the Warranty Claim Form accompanying these Terms;
- a copy of your invoice, receipt, commissioning report or any other document which provides proof of purchase of the Battery, as applicable or the date of installation of the relevant Battery; and
- details of how we should contact you.
Sungrow reserves the right to reject the Warranty claim:
- if you do not comply with the above-mentioned requirements;
- if the Battery is replaced without the prior consent from Sungrow; and
- if Sungrow is not satisfied that the defect was caused by defective workmanship or materials.
Transportation
Sungrow will cover the outbound and inbound transportation costs to the Claimant by standard ground transportation up to a total of $200. Excess costs or costs in respect of any other mode of transportation requested by the Claimant will be borne by the Claimant.
It is the responsibility of the Claimant to contact Sungrow to organise the return of the allegedly defective Battery to Sungrow in the same packaging material, in reasonable condition provided by the replacement. A Battery not returned within 4 weeks after delivery will be billed to the Claimant for the replacement unit in addition to the delivery and service charges incurred by Sungrow.
Sungrow service rebate
The Sungrow service rebate may be eligible to the Installer to replace the defective Battery, which has been returned to Sungrow and deemed defective in workmanship or materials upon testing and inspection by Sungrow. The standard service rebate is up to $200 exclusive of GST for the Battery (refer Sungrow Service Rebate). If multiple on-site visits are required, the Installer must contact Sungrow prior to the site visit. If the site is a remote area or if the Installer is unable to attend on-site, Sungrow recommends the Claimant to find a local electrician to attend the site. The service rebate must be claimed within 3 months from the date when the warranty claim is approved. Contact Sungrow for further details.
Rights at law
In addition to the warranty given by Sungrow, consumers have statutory warranty rights that will not be limited or replaced by this warranty. For customers in Australia, Sungrow’s goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact details
Australian Authorized Importer：[Sungrow Australia Group Pty Ltd trading as Sungrow]
Suite 1703, 99 Mount Street, North Sydeny, NSW 2060
Tel: 1800 786 476
Email: service@sungrowpower.com.au
Manufacturer：[Sungrow Power Supply Co., Ltd]
Download PDF version Sungrow's Battery Limited Warranty_V1.2_201901
Sungrow Service Rebate for Installers
Sungrow will pay a service rebate to installers who replace a product that is covered under our warranty terms, and has been returned to Sungrow and deemed defective in workmanship or materials upon testing and inspection by Sungrow. The standard service rebate (which accounts for average time spent on-site, travelling and expenses), excluding GST, is as follows:
| 1-Phase non-hybrid inverters and 3-Phase inverters between 5 kW to 10 kW | $180 AUD* *For RMAs preceding RMA30450, remains at $150 AUD |
| 1-Phase hybrid inverter (SH5K,SH5.0/6.0RS) and 3-Phase inverters 15 kW to 20 kW | $180 AUD |
| Battery (SBP4K8) and 3-Phase inverters 30 kW to 50 kW | $200 AUD |
| 3-Phase inverters 110 kW | $360 AUD ** **For any RMA approved from 28/08/2024 |
| SBR HV Battery module or switchgear single unit | $120 AUD for site visit to replace of defective SBR HV Accessories only; $150 AUD for site visit to replace of defective single SBR HV battery module with or without replacing any SBR HV Accessories. Additional $30 AUD for each additional HV battery module replaced on the same site. |
| Accessories (STB5K, WiFi dongle and SolarInfo Logger) and energy meter | $100 AUD |
Service rebate rates are effective from 28/08/2024 - 30/06/2025
Attention: The service rebate must be lodged within 6 months after the warranty case is approved. The service rebate claim may be declined if the lodgement date is outside of this period.
Payer Information
We highly recommend using the Online Service Rebate Logdement Portal for quick approval and payment of the service rebate. Alternatively, you can send an invoice to service@sungrowpower.com.au with a reference number (e.g. RMA number) [Failure to provide full information may delay the process of payment]. The service rebate will be processed within 30 days after the defective device has been received and tested by Sungrow.
The service rebate claimant is required to ensure the replaced faulty parts, which must be returned, are ready for pick-up by Sungrow at their warehouse or office. If the parts are left at end-user premises, additional charges may apply. Sungrow reserves the right to invoice the service rebate claimant at the item's recommended retail price if the faulty parts are missing or damaged. This term is subject to change at any time without prior notice.
Please note if you seek a service rebate which is more than our policy standard amount, please acquire our consent first and contact our customer service team members before undertaking the service job. Otherwise we will hold the rights to decline the service rebate request.
Sungrow Service Rebate for Installers
Sungrow will pay a service rebate to installers who replace a product that is covered under our warranty terms, and has been returned to Sungrow and deemed defective in workmanship or materials upon testing and inspection by Sungrow. The standard service rebate (which accounts for average time spent on-site, travelling and expenses), excluding GST, is as follows:
| 1-Phase non-hybrid inverters and 3-Phase inverters between 5 kW to 10 kW | $180 NZD* *For RMAs preceding RMA30450, remains at $150 NZD |
| 1-Phase hybrid inverter (SH5K,SH5.0/6.0RS) and 3-Phase inverters 15 kW to 20 kW | $180 NZD |
| Battery (SBP4K8) and 3-Phase inverters 30 kW to 50 kW | $200 NZD |
| 3-Phase inverters 110 kW | $360 NZD ** **For any RMA approved from 28/08/2024 |
| SBR HV Battery module or switchgear single unit | $120 NZD for site visit to replace of defective SBR HV Accessories only; $150 NZD for site visit to replace of defective single SBR HV battery module with or without replacing any SBR HV Accessories. Additional $30 NZD for each additional HV battery module replaced on the same site. |
| Accessories (STB5K, WiFi dongle and SolarInfo Logger) and energy meter | $100 NZD |
Service rebate rates are effective from 28/08/2024 - 30/06/2025
Attention: The service rebate must be lodged within 6 months after the warranty case is approved. The service rebate claim may be declined if the lodgement date is outside of this period.
Payer Information
We highly recommend using the Online Service Rebate Logdement Portal for quick approval and payment of the service rebate. Alternatively, you can send an invoice to service@sungrowpower.com.au with a reference number (e.g. RMA number) [Failure to provide full information may delay the process of payment]. The service rebate will be processed within 30 days after the defective device has been received and tested by Sungrow.
The service rebate claimant is required to ensure the replaced faulty parts, which must be returned, are ready for pick-up by Sungrow at their warehouse or office. If the parts are left at end-user premises, additional charges may apply. Sungrow reserves the right to invoice the service rebate claimant at the item's recommended retail price if the faulty parts are missing or damaged. This term is subject to change at any time without prior notice.
Please note if you seek a service rebate which is more than our policy standard amount, please acquire our consent first and contact our customer service team members before undertaking the service job. Otherwise we will hold the rights to decline the service rebate request.
Sungrow warranty commitment to South Pacific Island Region
Sungrow Australia & New Zealand hereby states that the Australian warranty applies to the eligible Sungrow products located in the South Pacific Islands Region (including Papua New Guinea, Fiji, Tonga, etc.) if the following conditions are met:
1. The Sungrow product was originally sold in Australia or New Zealand.
2. The inbound and outbound freight, as well as customs clearance of the faulty product needs to be returned prior to claiming the warranty and the replacement part, are solely organized by the customer and at their expense, between the customer premises and the Sungrow warehouse in Sydney, Australia.
3. The service rebate will adhere to the standard Australian or New Zealand rate, based on the original sales country of the stock.
This commitment takes effect on 12/06/2024 and is subject to change at Sungrow’s discretion.
Sungrow’s EV Charger 3-Year Standard Warranty Terms and Conditions
Sungrow Australia Group Pty Ltd (Sungrow) gives the following limited Standard and Extended Warranties against defects set out in these Terms and Conditions. These Warranties are applicable only in Australia to the following EV charger, system accessories in respect of such EV charger (each an Accessory) and additional accessories that were originally sold and installed in Australia. Sungrow has the sole discretion to determine the application of these Terms and Conditions:
Category 1: EV chargers manufactured and installed from 1st March 2024 for below listed EV charger only.
- IDC30E
- Supporting charging cable guns, gun seat in respect of each EV charger
- Pole, Portable cart assembly
- the EV chargers in Category 1 will be free from defects in materials and workmanship for a period of three (3) years from the date of installation of the relevant EV Charger, but no more than four (4) years from the manufacturing date of that EV charger (whichever comes first) in Australia only; and
- all Accessories in Category 2 in respect of the EV charger will be free from defects in materials and workmanship for a period of two (2) year from the date of installation of the relevant Accessory but no more than three (3) years from the manufacturing date of that Accessory (whichever comes first) in Australia only.
- all Additional Accessories in Category 3 will be free from defects in materials and workmanship for a period of one (1) year from the date of installation of the relevant Accessory but no more than two (2) years from the manufacturing date of that Accessory (whichever comes first) in Australia only.
- repair the EV Charger or Accessory at a Sungrow office or on-site; or
- provide a new or refurbished replacement either by itself or through a Sungrow service partner/the original installer.
- where the unexpired portion of the warranty period given on the original EV chargers, including any Extended Warranty on such original EV chargers, is greater than 12 months from the date of repair or replacement under this Warranty, that time period; or
- where the unexpired portion of the warranty period given on the original EV chargers, including any Extended Warranty on such original EV Charger, is less than 12 months from the date of repair or replacement under this Warranty, 12 months from the date of repair or replacement under this Warranty.
- where the unexpired portion of the warranty period given on the original system accessories, additional accessories from the date of repair or replacement under this Warranty, that time period;
- Add Standard Warranty: This adds standard warranty is applicable from the added years and includes PARTS warranty benefits as set out above but will also cover standard freight costs and standard service rebates to reimburse labour costs of replacement.
- failure to comply with Sungrow's operating instructions, the installation guide and the maintenance instructions for theEV charger or Accessory;
- failure to comply with safety regulations in respect of theEV charger or Accessory;
- faulty installation or commissioning of the EV charger or Accessory (e.g. the EV charger being knocked or failing over); unauthorised repairs or alterations to the EV charger or Accessory;
- improper use or misuse of the EV charger or Accessory(including accidents and external influences beyond the control of Sungrow, e.g. lightning);
- Conditions exceeding the voltage, wind, snow load specifications, and any other operational specification;
- damage during the transportation of the EV charger or Accessory;
- the EV charger or Accessory or packaging is damaged due to improper storage before installation;
- insufficient ventilation of the EV charger or Accessory;
- damage to the EV charger that originates from other parts oft he system (e.g. voltage surge coming from EV side or from grid AC side);
- a force majeure (e.g. war, crime, natural disasters etc.) or impact damage;
- Corrosion over and above the design specification; or
- flaws that do not adversely affect the proper functioning of theEV charger or Accessory (e.g. cosmetic defects, and wear and tear).
- all of the information requested in the Warranty Claim Form accompanying these terms;
- a copy of your invoice, receipt, commissioning report or any other document which provides proof of purchase of the EV charger, Accessory and/or Extended Warranty, as applicable or the date of installation of the relevant EV charger;
- and details of how we should contact you.
- if you do not comply with the above-mentioned requirements;
- if the EV charger and/or Accessory is replaced without the prior consent from Sungrow; and
- if Sungrow is not satisfied that the defect was caused by defective workmanship or materials.
Contact details
Australian Authorized Importer：[Sungrow Australia Group Pty Ltd trading as Sungrow]
Suite 701, 1 Elizabeth Plaza, North Sydney, NSW 2060
Tel: 1800 786 476
Email: service@sungrowpower.com.au
Manufacturer：[Sungrow Power Supply Co., Ltd]