Reclaim Energy Heat Pump Hot Water System Warranty Terms and Conditions

Introduction

The Reclaim Energy heat pump hot water system Warranty Policy is provided by Solar Thermal Australia Pty Ltd (trading as Reclaim Energy) and applies to all eligible products installed within Australia.

1.1 Terms and Conditions

Product owners are recommended to keep receipts, invoices, warranties, and any installation record forms in a safe place for faster processing of after-sales support requests.

• The product must be installed in Australia.
• The warranty period begins from the date of installation. If proof of installation cannot be provided, the period begins from the date of purchase. If neither is available, it begins from the date of manufacture plus 3 months.

1.2 Eligibility Requirements to Make a Claim

• The person making the claim must be the product owner or have consent to act on behalf of the owner.
• Contact Reclaim Energy promptly upon noticing any defect(s) without excessive delay. The product must be within its warranty period.
• The product must have its original serial numbers and/or rating labels where applicable.

1.3 Summary of Warranty Periods

The summary of warranty periods for major components is shown in Table 1. For more details on labour work, refer to section 1.5.

* Reclaim Energy covers 7 years parts and labour for the Reclaim heat pump (Non Wi-Fi) compressor and 10 years parts and labour for the Reclaim Wi-Fi heat pump compressor. Service costs are capped at 2 hours labour maximum including travel up to 25km. Travel charges outside this range are paid by the customer.

1.4 General Warranty Conditions

System Size: Systems operating more than 15 hours per day may not qualify for warranty as it indicates undersizing. Each heat pump should operate for no more than 15 hours daily. Additional units or tanks may be needed.

Installation & Maintenance: Failing to install or maintain the system per the installation manual may void the warranty.

Repair/Replacement: Warranty covers repair and/or replacement of failed components in domestic use, including labour, free of charge. Freight costs are for the customer. Reclaim Energy has the sole discretion to repair or replace.

Warranty Period Balance: Repaired or replaced components do not carry an additional warranty period; the balance of the original warranty remains effective.

Design Alterations: Reclaim Energy reserves the right to alter design, components, or construction without this constituting a defect.

Claim Submission: Claims must include full defect/damage details and be made within one (1) month of defect detection.

Proof of Purchase: Dated proof of purchase is required prior to work commencement.

Labour Costs: Reclaim Energy covers full costs of parts and labour for repairs within warranty terms.

Installer Work: Reclaim Energy does not warrant installation work conducted by the installer.

Ancillary Parts: Warranty excludes plumbing or electrical parts supplied by the installer.

Consequential Loss: Reclaim Energy is not liable for consequential loss or incidental expenses from warranty breach, including damage to property or belongings.

Consumer Rights: Benefits are in addition to rights under the Competition and Consumer Act 2010 and state/territory consumer protection legislation.

Refurbished Parts: Goods may be replaced with refurbished parts or same type goods. Refurbished parts may be used for repair/replacement.

Effective Date: Warranty is effective for products installed from the Issue Date of this Policy.

Payment: Warranty does not apply if the product is not paid for in full.

Warranty Commencement: Commences on the date of installation. If unknown, it begins three (3) months after the date of manufacture.

Australian Consumer Law: Goods come with guarantees that cannot be excluded under the Australian Consumer Law. Customers are entitled to replacement, refund, or compensation for failures.

Component Failure: Reclaim Energy covers labour and parts for component failure due to defects in workmanship or materials.

Exclusions: The warranty does not cover:

• Consequential damage or incidental expenses from breach.
• Damage to walls, foundations, etc., or other consequential loss due to leakage or faults.
• Faults from unfiltered water sources (dams, bore water, rainwater, rivers).
• Misuse, natural disasters, Acts of God, accidental damage, installation by unauthorized personnel, or attempts at repair by unqualified persons.
• Repairs or service by non-qualified or non-authorized personnel.
• Incorrect installation, water problems, or electricity supply issues.
• Access costs for safe site access if the unit is in a difficult position.
• Accidental damage, storm damage, vandalism, misuse, abuse, or neglect.
• Incorrect or improper installation, including deviation from the owner's manual or incorrect system selection.
• Alteration or repair by anyone other than a licensed plumber or approved Reclaim Energy agent.
• Attachment of non-genuine parts or accessories.
• Freezing in regions with minimum temperatures below -10°C.
• Power supply issues: power surges, interruptions, or dirty power supply.
• Damage from animals, birds, or rodents.
• Excessive water pressure, negative pressure, excessive temperature, or corrosive atmosphere.
• Faulty plumbing and/or electrical wiring.
• Sludge/sediment from filtered or treated sources (spring, dam, bore water, rainwater, river, town supply).
• Contamination and corrosion from water particles.
• Removal or defacement of serial tags/stickers.
• Relocation of the system from its original point of installation.

1.5 Heat Pump Warranty Conditions

• All Reclaim Energy heat pump hot water systems must be installed by a licensed installer.
• Only licensed professionals may install, commission, or service the system.
• Installation must comply with Manufacturer's Installation Instructions, local regulations, municipal building codes, and current AS/NZS 3000, AS/NZS 3500, AS 3498, and AS/NZS 5601.
• Non-compliance with installation instructions or difficult access for servicing may incur charges.
• Integration with tank and controller must follow the installation manual.
• Operational conditions must not exceed specified limits (e.g., -10 to 43°C).
• The storage tank MUST have a 850 kPa PTRV installed; cold pressure to the hot water system is limited by a 500 kPa PLV.
• Electricity supply must comply with relevant Australian standards and installation manual guidelines (e.g., 240 V supply, 20 A circuit breaker).
• An external controller MUST be connected to control the heat pump operation and integrate with the storage tank.
• Replaced components are covered by the warranty only for the balance of the appliance's warranty period.
• Water quality must be within limits specified in Table 2.

1.6 Tank Warranty Conditions

1.6.1 Reclaim Energy Storage Tanks

• Water quality parameters must not be exceeded as per Table 2.
• System alterations, PTRV non-compliance, or exceeding temperature/pressure due to non-compliance with installation standards or manual voids warranty.
• Alterations or repairs by non-accredited/licensed service agents are not covered. Use of non-genuine replacement parts or accessories also voids warranty.
• Labour: Applicable within State Capital City metropolitan areas. Outside these areas, the unit or parts must be returned to Reclaim Energy or a nominated service agent. All freight and insurance charges (both ways) are the owner's responsibility. Proof of original purchase and installation date is required for warranty claims. The unit must be installed by an appropriately qualified tradesperson in accordance with relevant industry standards and local statutory authority regulations. Authorization from Reclaim Energy is required for repairs. Costs for non-warranty faults are the owner's responsibility. Warranty does not extend to consequential loss or damage from operation or non-operation, subject to statutory warranty.
• Warranty excludes ancillary plumbing or electrical parts supplied by the installer (e.g., PTRV, tempering valve, line strainer, stop cocks, non-return valve, electrical switches, pumps, fuses) or faulty installation.
• The unit must be installed by a licensed tradesperson in accordance with the manual and relevant statutory requirements. If the unit is located in a position that does not comply with installation instructions or statutory requirements, this warranty does not cover major dismantling or removal of cupboards, doors, walls, or special equipment, or excessive labour to make the unit accessible for repair or replacement.
• Claims for damage to furniture, carpets, walls, foundations, or other consequential loss due to unit defects will only be met by the tank manufacturer if the damage was reasonably foreseeable and the installed unit complies with manufacturer's installation instructions and all relevant statutory requirements.
• Consumer legislation (including the ACL) may provide rights that cannot be excluded, restricted, or modified. This warranty must be read subject to such legislation.
• Remedies for failure to meet an ACL guarantee may be limited to replacement of the unit, repair of the unit, or payment of reasonable repair costs.

1.6.2 Reclaim Energy Glass-Lined Tank

• Covers against faulty workmanship and materials.
• Does not apply if fixed temperature settings exceed 80°C or if repairs were made by unapproved persons.
• For the period up to and including the 10th year after installation: Reclaim Energy will repair or replace defective components, or at its discretion, provide a replacement unit or parts. Labour cost to repair the unit is the customer's responsibility after the first year.

1.6.3 Reclaim Energy Stainless Steel Tanks

• Warranty does not apply to cosmetic defects, accidental damage, misuse, abnormal use, discoloration, or tarnishing of fittings from adverse conditions.
• Full replacement is covered for the first 6 years.
• From year 7 through to year 15 from date of purchase, Reclaim Energy shall replace or repair on a pro-rata basis:
  • Year 7: Reclaim Energy 90% - Customer 10%
  • Year 8: Reclaim Energy 80% - Customer 20%
  • Year 9: Reclaim Energy 70% - Customer 30%
  • Year 10: Reclaim Energy 60% - Customer 40%
  • Year 11: Reclaim Energy 50% - Customer 50%
  • Year 12: Reclaim Energy 40% - Customer 60%
  • Year 13: Reclaim Energy 30% - Customer 70%
  • Year 14: Reclaim Energy 20% - Customer 80%
  • Year 15: Reclaim Energy 10% - Customer 90%
• The percentage represents the customer's proportion of the cost for material and labour (where applicable) based on the current Reclaim Energy price list.

1.7 Controller Warranty Conditions

The following information may be required to determine warranty eligibility:

• Information related to how the Product was installed.
• The history of operation.
• Any repairs that may have been made.
• Evidence that the Product was installed by a qualified, licensed contractor.
• Evidence that the Product was installed in accordance with the applicable Products Installation Manuals and any special written design or installation guidelines by Reclaim Energy.
• Evidence that the Product was installed in accordance with all applicable local building, plumbing, and electrical codes.

This warranty shall be void and have no effect if:

• The design or structure of the Product is attempted to be modified or altered, including attaching non-Reclaim Energy approved appliances or equipment.
• The Product is not installed or repaired in accordance with applicable local codes.
• The Product is not installed by qualified, suitably licensed persons.
• The installation was not completed in line with the guidelines of the then current Reclaim Energy installation manual.
• Product serial tag or other identification is defaced or removed.
• Any operation exceeds the documented design limits of the system components or materials.
• Temperature sensors fail due to water ingress, electrical shorting, or electrical interference.
• Product is installed in an environment that exceeds the specified operating range.
• Failure is due to lightning damage, electrical power interruption, or dirty power supply.

1.8 Contact Information for Warranty Claims

For any warranty-related enquiries or to initiate a warranty claim, please contact:

Company Name: Solar Thermal Australia Pty Ltd (trading as Reclaim Energy)

Business Address: 65/1 Porter Street, Byron Bay, NSW 2481

Telephone: 1300 383 815

Email: warranty@reclaimenergy.com.au

How to Make a Warranty Claim

To initiate a warranty claim, please follow these steps:

1. Contact Reclaim Energy by phone or email.
2. Provide the following information:
   • Product serial number
   • Photos of the system to verify correct installation or source of issue
   • A detailed description of the issue you are experiencing with the product
3. Reclaim Energy will review your claim to confirm warranty eligibility.
4. Once the warranty is validated, Reclaim Energy will arrange the necessary parts and labour to carry out repairs as soon as possible.

Product Registration

To register your system for warranty purposes, please complete the details of your purchase.

Online: Fill in the form on the Reclaim Energy website: reclaimenergy.com.au/warranties

Post: Fill in the form on Page 9 and send to: Reclaim Energy, PO Box 627, Byron Bay NSW 2481

Email: warranty@reclaimenergy.com.au

Table 2: Water Quality Requirements for Reclaim Energy Hot Water Heat Pump Installation