iStore PV Products Warranty and Service Conditions

Solar Inverter Warranty and Service Conditions

These warranty and service conditions apply to the following products:

Solar Inverters: IS-HYB-5000-1PH, IS-HYB-6000-1PH, IS-HYB-5000-3PH, IS-HYB-6000-3PH, IS-INV-29900-3PH, IS-INV-40000-3PH, IS-HYB-10000-1PH, IS-HYB-10000-3PH, IS-HYB-12000-3PH, IS-HYB-15000-3PH, IS-HYB-17000-3PH, IS-HYB-20000-3PH, IS-HYB-25000-3PH

Batteries: IS-BATT-5000-ES, IS-BATT-5000-BMS

Accessories: IS-DONGLE-WLAN, IS-LOGGER, IS-BUB-1PH, IS-BUB-3PH, IS-DDSU666-H, IS-DTSU666-H

The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights, known as 'Consumer Guarantees'. iStore products come with guarantees that cannot be excluded under the ACL. Consumers are entitled to a replacement or refund for a major failure, or repair or replacement if goods fail to be of acceptable quality and the failure is not major. Consumer Guarantees have no set time limit but generally last for a reasonable period based on cost and quality.

The warranty described in this document is subject to any rights consumers may have under the Consumer Guarantees.

Warranty Period Specifications

2.1 Warranty Specification for Smart String Inverter and Auxiliary Products

iStore may offer promotional warranty extensions, subject to purchase or free of charge during promotions. These extensions are subject to the same warranty exemptions and may be for parts only or include parts and labour, potentially requiring registration. Promotional warranties are for parts only and exclude labour and freight costs.

2.2 Warranty Specification for Smart String Battery

Notices:

• Battery warranty definition: The warranty period or life cycle discharge completion is met when remaining capacity EOL meets specification requirements. The power module DCDC is covered by warranty but does not affect battery performance. Battery pack and power module have independent warranties.
• Capacity test conditions: Ambient temperature 25°C±3°C, charged to 100% SOC, stand for 10 minutes, discharge at 0.2C to termination voltage, record electricity released.
• It is a requirement of warranty that the battery is connected to the iStore monitoring platform.
• Installation must be completed within 31 days of purchase. Any battery failure must be reported to iStore within two weeks. Battery cell damage due to negligence (e.g., not charging/cycling for prolonged periods) is not covered.
• Battery operation and service life are related to working temperature. Install battery at or above ambient temperature. Recommended working temperature: 15~30°C.
• The battery must be installed in accordance with the installation manual; otherwise, the warranty may be void.

Warranty Services

Huawei provides remote support and hardware support for solar inverters.

Support Details

During the applicable Warranty Period, iStore guarantees that all solar inverter hardware, Smart PV Optimizer, Smart Power Sensor, Smart Dongle, Smartlogger, and battery purchased shall be free from defects in material, fabrication, and workmanship.

Solar inverter and battery that are defective or do not meet published specifications shall be provided free of charge.

For solar inverters, iStore will send replacement devices within 10 Business Days after fault confirmation. For battery products, replacement devices will be sent within 20 calendar days after RMA confirmation. Replacement units will match the age, type, and condition of the original. If a repaired unit is not available, a credit note for market value may be issued. The customer must return the defective device within 15 Business Days of receiving the replacement, with iStore covering postage. Failure to return may incur charges.

Replacement devices will be functionally equivalent to the defective unit and covered by the remainder of the original warranty period.

All products, including replacements, must be exchanged by a CEC accredited installer trained by iStore. Installation by unqualified persons voids the product warranty.

Upon inspection confirming a warrantable issue, iStore may pay a fixed rebate of $AUD150.00 for replacement incidents and $AUD25 per additional unit at the same site. Proof of accredited electrician installation may be required. Payment is by direct deposit within 30 days from End of Month, paid to verified installers/retailers only, not end-users. This fee is at iStore's discretion.

To validate a claim, proof of purchase is required.

Upon commissioning, systems are eligible for a free trial of the premium Envision monitoring offer during the standard warranty period. A subscription may be payable thereafter. For local DNSP requirements, iStore recommends wiring direct communication (non-cloud) to the meter at installation.

Disclaimers and Exclusions

All mentioned warranty and support services apply only to iStore inverters, batteries, and solar accessories.

Subject to Consumer Guarantees, accessories and consumable parts (including cables and connectors) are not covered by these warranties and services.

If on-site service is required, traveling time is excluded from the SLA time.

Circumstances where warranties and services do not apply:

• Damage from force majeure (including but not limited to natural disasters, fires, flooding and war).
• Damage from natural wear and tear, or site-specific conditions like vermin.
• Direct damage from failure to meet system requirements, including site environment or external electricity parameters.
• Damage from lightning or surges.
• Damage to hardware or data due to customer's negligence, inappropriate operation, or intentional damage.
• System damage caused by the customer or third parties, including relocation and installation not compliant with iStore requirements or instructions.
• Damage from lack of system maintenance.
• Damage from adjustment, change, or removal of identification marks not compliant with iStore requirements or instructions.
• Damage caused by transit, transportation, or improper storage.
• Damage caused by isolation faults, earth faults, or arcs (due to cabling failures).
• System damage directly caused by problems in the customer's infrastructure.
• Damage resulting from installation or exchange where installation guidelines or industry standards for solar installation (including insufficient ventilation) have not been met.
• Issues resulting from failure to update software as advised by iStore.
• Any alteration of the product, including penetrations to the cover, will void the warranty.
• iStore will not warrant any claims for loss of energy sold to the grid or used for self-consumption.