WARRANTY POLICY

LIMITED WARRANTY POLICY

Victron Energy warrants its products to be free from defects in workmanship and materials for a period of 5 years from the date of purchase by the end user, with a maximum of 66 months from the Victron Energy invoice date. Exception are batteries: 2 years from date of purchase by the end user, with a maximum of 30 months from the Victron Energy invoice date. During this period, Victron Energy will, at its option, repair or replace the defective product free of charge. The warranty does not include performing or reimbursing de‐installation, transportation and re‐installation. This warranty will be considered void if the unit has suffered any physical damage or alteration, either internally or externally, and does not cover damages arising from improper use like:

  • Reverse of battery polarity.
  • Inadequate connection.
  • Mechanical shock or deformation.
  • Contact with liquid or oxidation by condensation.
  • Use in inappropriate environment (dust, corrosive vapor, humidity, high temperature, biological infestation…).
  • Breakage or damage due to lightning.
  • Connection terminals and screws destroyed or other damages, like overheat, due to unsufficient tightening.
  • For any electronical breakage except due to lightning (reverse polarity, over‐voltage due to external cause), the state of the internal control diode and of the inputs/output X and Y capacitors determine the warranty.

This warranty will not apply where the product has been misused, neglected, improperly installed, or repaired by anyone else than Victron Energy or one of its authorized Qualified Service Partners. In order to qualify for the warranty, the product must not be disassembled or modified. Repair or replacement are our sole remedies and Victron Energy shall not be liable for damages, whether direct, incidental, special, or consequential, even caused by negligence or fault.

Victron Energy owns all parts removed from repaired products. Victron Energy uses new or reconditioned parts made by various manufacturers in performing warranty repairs and building replacement products. If Victron Energy repairs or replaces a part of a product, its warranty term is not extended. In case of replacement the new component has a warranty of 6 months, without effect on the initial warranty period.
All remedies and the measure for damages are limited to the above.
Victron Energy shall in no event be liable for consequential, incidental, contingent or special damages, even if having been advised of the probability of such damages. Any and all other warranties expressed or implied arising by law, course of dealing, course of performance, usage of trade or otherwise, including but not limited to implied warranties of merchantability and fitness for a particular purpose, are limited in duration to a period of two (2) years from the date of purchase.

Life Support Policy
As a general policy, Victron Energy, does not recommend the use of any of its products in life support applications where failure or malfunction of the Victron Energy’s product can be reasonably expected to cause failure of the life support device or to significantly affect its safety or effectiveness. Victron Energy does not recommend the use of any of its products in direct patient care. Victron Energy will not knowingly sell its products for use in such applications unless it receives in writing assurances satisfactory to Victron Energy that the risks of injury or damage have been minimized, the customer assumes all such risks, and the Liability of Victron Energy is adequately protected under the circumstances.

Warranty Service
The execution of the warranty services will normally be carried out by the Qualified Service Partner authorized by Victron Energy for the replacement of every parts or any faulty element which does not need special adjustments. Victron Energy assures the exchange of faulty elements or the reparation at the factory. The beneficiary of the
warranty must provide all the needed information on the form ad hoc. As a product requires service, it must be brought back to the place of purchase. In case no contact can be taken with the merchant, or if he is either unable or not allowed to provide service, direct contact should be taken with

Victron Energy.
In the same time, the serial number of the product, the date of purchase and the name of the merchant will be required. The faulty material must be sent ‐ at the sender own expenses back to our closest Qualified Service Partner (address upon request) or to our factory.

Warranty on repairs
The warranty period on products or on printed circuits boards repaired by Victron Energy as well as on printed circuit boards for replacement is 6 month from delivery by Victron Energy.

CAUTION: inverters are heavy materials. The transport must be organized in a way to avoid any damage, especially when a single unit is sent. More than this, the warranty can be applied only if the product is returned with its individual Return form.

Severability
If a part of the terms and conditions set out above is held invalid, void or unenforceable due to any particular national or international legislation, it shall not affect other parts of the terms and conditions remaining.

Warranty to end users:
Li-ion batteries: 3 years full warranty plus 7 years prorated warranty
Other batteries: 2 year limited warranty
All other products: 5 year limited warranty

Warranty to distributors:
Li-ion batteries: 3 years full warranty plus 7 years prorated warranty
Other batteries: 2,5 year limited warranty
All other products: 5,5 year limited warranty
The 5.5 year warranty applies to:
* units with serial number 14 and above
* units purchased from Victron after 1 Jan 2015 (we now registerer and track serial numbers)

 

We expect from our customers that they perform the first line of service.

This means that our “direct” customers are responsible to not send nonwarrantable units to our to a repair agent or to the service department. If the repair agent or service department received a non-warranty unit they are obliged to charge you with investigations cost.

Also communicate this to your installers. Don’t get caught up in situations where the installer returns a product and it turns out that the unit is not faulty or has a fault that is not covered under warranty.

Dirt – not warranty

An evident present of dirt, dust or soot will also void the warranty Dust can contain iron oxide, silica and salt Soot contains carbon which conducts electricity and will cause a lot of damage

Reverse polarity – not warranty

Reverse polarity is when the negative battery cable is connected to the positive terminal and vice versa.
Most of the time people do not purposefully mix up the cables, but reverse polarity can also be caused by a wiring mistake or wrongly labelled cables
Reverse polarity can usually only be detected by a repair agent. In some cases the customer will tell you about it, or you might notice the wiring mistake yourself

Lightning strikes and power surges – not warranty

Lightning strikes and power surges are not always evident when inspecting a unit
This can usually only be detected by a repair agent.
But in most cases the customer will tell you about is, or many more electrical devices broke down at the same time.

Insects and other pests – not warranty

Insects and other pests, even geckos and mice can get into the unit and cause a short circuit someplace inside the unit. In most cases they are only visible after opening the unit and when closely inspecting inside.

External factors – not warranty

A Victron Energy product is nearly always part of a system. It is therefore necessary to pay special attention to that system. A unit can appear to be faulty, while in reality an external factor can be the cause of this fault.

Some examples
• Empty or bad batteries
• Blown fuses and circuit breakers
• Bad or insufficient thickness AC or DC wiring
• AC wiring mistakes
• Bad or faulty generators
• Too large, faulty or short-circuiting AC loads

Lodging a warranty claim

All warranty claims have to lodged with our Service department in The Netherlands.
We prefer warranty claims to be lodged on-line via E-RMA, located in Eorder
Only in rare occasions we accept emailed warranty claims, The email
address is REPAIRS@RECTIFIER.CO.ZA

Info to include in a warranty claim

Please make sure when lodging a warranty claim to always include the following:
• Article number
• Product description
• Serial number
• Firmware version (if applicable)
• Concise fault description
• Contact person details

Firmware number and serial number

The article number, the serial number and the product description can be found on the sticker on the back of the unit and in our larger models also on the inside of the unit, visible after the front plate is removed. The firmware version can be found on a sticker on the large black chip on the control circuit board

What can be expected after lodging a claim

Once a claim is lodged, the service department will confirm this by issuing
a RMA number for the warranty claim

They will also notify you of the outcome of the claim
The outcome can be any of the following:
• Warranty approved
• Warranty not approved

Warranty approved

The outcome can be any of the following:
• The service department will send you a replacement unit
• The service department will instruct you send the faulty unit to one of our service agents for repair
• The service department will send you replacement circuit board(s). This is only applicable if you are able to repair the unit yourself.

Warranty not approved

The outcome can be any of the following:

• You can choose to have the faulty unit repaired by one of our service
agent at cost.
• We can send you replacement board(s) at cost
• In some cases we can make an offer for a replacement unit for a special
price.

Sending units for repair

When sending faulty units to our Service Partners agents, please accompany the shipment with a copy of RMA packing list Please note that Victron energy does not refund any warranty related shipping costs.
We also do not refund any cost made by installation and un-installation of our products.