Heat Pump Warranty
Effective 01 July 2025
1. Background
Emerald Energy Pty Ltd (ACN 632 172 368) ('Emerald', 'we' or 'us') supplies various goods. We aim to provide our valued customers with long-term protection against product failures.
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.
This warranty is in addition to any rights you may have under the Australian Consumer Law and in no way limits, varies or excludes any express or implied rights and remedies.
If this warranty is inconsistent with any rights you have under the Australian Consumer Law, the Australian Consumer Law will prevail.
2. Goods
The goods subject to this warranty are the Emerald heat pumps range.
3. Types of Warranties
3.2 Residential
For the purpose of this Heat Pump Warranty policy, 'residential' means any goods purchased and installed at a residential premises for personal and private use.
In addition to your consumer guarantees, Emerald offers 2 types of warranties for residential goods:
- Standard Warranty against Defects: This warranty applies automatically.
- Registered Warranty against Defects: You will receive the registered warranty when you register your good(s) at https://www.emerald.com.au/warranty/. You must register your good(s) within 3 months from the installation date to be eligible for the Registered Warranty.
3.3 Commercial
For the purpose of this Heat Pump Warranty policy, 'commercial' means any goods purchased and installed at a commercial premises (e.g., office building or retail space).
In addition to your consumer guarantees, Emerald offers a standard warranty against defects for commercial goods. This warranty applies automatically.
4. Warranty Periods
For the purpose of this Heat Pump Warranty policy, the terms are:
- 'goods' comprises the 'tank' and the 'system':
- 'tank' means the physical tank of the heat pump.
- 'system' means all other hardware (excluding the tank) of the heat pump.
- 'labour' means the workmanship provided by installers to install the goods at your premises.
All warranties for the goods ('Goods Warranty Period') commence on the date of installation and continue for the duration specified in the tables below. The Goods Warranty Period comprises the warranty period for the 'tank' component and the warranty period for all other components of the 'system'.
The warranty for labour ('Labour Warranty Period') commences on the date of installation and continues for the duration specified in the tables below.
| Range | Warranty Type | ||
|---|---|---|---|
| Residential Standard | Residential Registered | Commercial Standard | |
| Tank | 5 years | 6 years | 5 years |
| System | 5 years | 5 years | 5 years |
| Labour | 2 years | 2 years | 2 years |
All-In-One Pro Range
| Range | Warranty Type | ||
|---|---|---|---|
| Residential Standard | Residential Registered | Commercial Standard | |
| Tank | 7 years | 8 years | 5 years |
| System | 5 years | 5 years | 5 years |
| Labour | 5 years | 5 years | 2 years |
All-In-One Ultra Range
| Range | Warranty Type | ||
|---|---|---|---|
| Residential Standard | Residential Registered | Commercial Standard | |
| Tank | 10 years | 11 years | 5 years |
| System | 5 years | 5 years | 5 years |
| Labour | 5 years | 5 years | 2 years |
Split System Range
| Range | Standard |
|---|---|
| Tank | 5 years |
| System | 5 years |
| Labour | 2 years |
Warranty coverage only for All-In-One Select Heat Pumps installed in Victoria from 01 September 2025
| Range | Warranty Type | ||
|---|---|---|---|
| Residential Standard | Residential Registered | Commercial Standard | |
| Tank | 5 years | 6 years | 5 years |
| System | 5 years | 5 years | 5 years |
| Labour | 5 years | 5 years | 2 years |
5. Servicing of Goods
In order to maintain your warranty, regular servicing of your heat pump is required:
- Every 1 year from the date of installation.
- By an appropriately licensed tradesperson.
6. Remedies Available
6.1 Goods Warranty
Subject to the Australian Consumer Law and clauses 7 and 9, during the Goods Warranty Period:
- Emerald will repair or replace (at its reasonable discretion) any defective parts of goods or defective goods directly purchased from Emerald or one of its authorised re-sellers if the goods or part of goods experience a minor failure.
- You are entitled to a replacement or refund if the goods experience a major failure.
- You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality (as reasonably determined by Emerald) and the failure does not amount to a major failure.
- You are entitled to compensation for any other reasonably foreseeable loss or damage.
If you or Emerald elect to replace the defective goods, Emerald will replace the goods with the same type of goods or a comparable or close equivalent, taking into account features, quality, specifications and availability of the goods.
If Emerald is unable to repair or replace the defective goods, Emerald will provide you with a credit note for the value of the price paid for the goods, unless Emerald is required to provide a refund under the Australian Consumer Law.
If it is reasonably determined that you are not entitled to a repair, replacement or refund under the consumer guarantees under the Australian Consumer Law (e.g., failure of the goods was caused by you or a third party), then any repair or replacement of the good(s) provided by Emerald will be at your own cost. This includes the cost of any replacement good(s), repair costs and costs of installers.
6.2 Labour Warranty
Subject to the Australian Consumer Law and clauses 7 and 9, during the Labour Warranty Period, if Emerald is required to replace or repair any defective goods, Emerald will arrange (at its cost) the installation of the replacement good or the repair of the defective good (as the case may be) within a reasonable time. Emerald will not reimburse you for any costs incurred in relation to this labour warranty unless you have obtained Emerald's prior written approval of such costs before it is incurred.
7. Conditions for Claiming under this Warranty
To be eligible to receive a remedy under this warranty, the following conditions must be met:
- The goods must have been installed correctly in accordance with the installation instructions, by an appropriately licensed tradesperson.
- The goods must be handled, installed, operated and maintained in accordance with Emerald's instructions and, if applicable, the manufacturer's instructions, in normal environmental conditions.
- You must provide Emerald or its agent, at request, with easy access to the goods and any fixtures used to operate them.
- You must be the original purchaser of the goods from Emerald or from a reseller authorised by Emerald.
- You must provide proof of purchase of the goods (e.g., an invoice).
- You must follow the claim procedure outlined in section 8 below.
- The goods must not have been subject to accident, neglect, abuse, abnormal use or stress (such as operating the goods in environments in excess of recommended temperatures, excessive switching cycles and operating hours), misuse, acts of God, improper installation or storage, fire, vandalism or civil disturbances.
8. Claims Procedure
Follow these steps to make a claim under this warranty:
- Contact the Emerald customer support team on 02 9466 6000 during business hours or at support@emerald.com.au.
- Provide proof of purchase of the goods or your Warranty Registration ID (if you have registered your goods).
- Provide any servicing documentation.
- Provide complete details about the issues you are experiencing with the goods, including any photos if relevant.
9. Limitations of Warranty
To the extent permitted by law, this warranty does not cover the following:
- Costs associated with return freight, transportation or delivery of the goods, unless authorised by Emerald at its reasonable discretion.
- Service call fees for defective goods outside the Labour Warranty Period.
- Service call fees where it is reasonably determined that the goods are not defective.
- Costs associated with the installation and dismantling of defective goods, or re-installation of repaired or replaced goods outside the Labour Warranty Period.
- Any damage to, or loss of, goods that occurs during transportation, installation, dismantling or re-installation of the goods.
- Theft or vandalism of the goods.
- Any physical damage to the goods that is not caused by Emerald.
- Damage to goods caused by misuse or negligence, whether accidental or intentional, including damage caused by failure to routinely maintain the goods.
- If the anode has not been inspected in regular maintenance and replaced as required.
- Fair wear and tear, including but not limited to, rusting, corrosion or mould and repairs or modifications to the goods carried out by repair agents that are not authorised by Emerald.
- If you have asked for repairs by Emerald or its agents which are against the advice of Emerald or its agents.
- If the defect arises after the expiration of the Goods Warranty Period or Labour Warranty Period.
To the extent permitted by law, Emerald will not be liable or responsible for any:
- Incidental, consequential, or punitive damages, including but not limited to loss of use, loss of profits, loss of production and loss of revenues, in any way, connected or associated with the Emerald goods or the installation of the Emerald goods.
- Loss or damage where Emerald was not at fault, or where the loss or damage was not foreseeable on the date you purchased the goods or on the date the goods were installed.
10. Contact Us
For any questions about Emerald's goods or this warranty, please contact Emerald on 02 9466 6000 or at support@emerald.com.au.
Emerald Energy Pty Ltd
emerald.com.au | support@emerald.com.au | 02 9466 6000
L2, 12A Rodborough Road Frenchs Forest NSW 2086 | ACN 632 172 368 | ABN 86 632 172 368
