WARRANTY POLICY AND WARRANTY CLAIMS

Energy Sense designs and manufactures world-class control system products, providing a personalised energy experience for consumers, prosumers, and companies. Not only do we develop and manufacture products, but we are also a reseller that supplies high-quality products to you in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic that makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under section 3:
Faults resulting from normal wear and tear.

• faults resulting from normal wear and tear.
• damage due to poor or unqualified installation.
• damage arising from negligence, user abuse or incorrect product usage.
• damage arising from electrical surges or sea air corrosion.
• damage arising from a failure to adequately care for or maintain the product.
• damage arising from unauthorised alterations to the product.
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
• signs of handling and repackaging.

PRODUCT STANDARD WARRANTY

If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event, within 12 months after delivery/collection of the product (except in the case of an extended warranty, which is set out below).

You can do so by logging a warranty claim request on our website or via email, and we will arrange to check the installed product if installed by Energy Sense. If Energy Sense did not install the product, a detailed fault report from a qualified technician is required. We will submit the claim to the respective supplier once we have inspected the product and validated your warranty. On approval of the claim by the supplier, we will arrange for your parts to be delivered to your supplied address. If Energy Sense installs the product, we will facilitate the replacement of the part with an accredited technician. If parts are unavailable or the product cannot be repaired, we will replace the product. Energy Sense reserves the right to repair or replace the product at its sole discretion.

All callouts, including for warranty assessments, are charged unless the installation was done by an approved Energy Sense installer and is found to be faulty within 3 months of the original installation date. Any claim outside the 12 months will be for the customer’s account (except for an extended warranty, which is set out below).

All labour charges for warranty claims on installations not executed by an approved Energy Sense installer will be for the customer’s account. If a return visit is required to complete a repair or install approved spare parts, a second callout fee will be charged. This warranty does not cover damage caused by electrical surges, environmental exposure, incorrect usage, unqualified installation, tampering, or failure to follow usage guidelines.

This summary is subject to the full Terms and Conditions as published by Energy Sense (Pty) Ltd. In the event of any conflict, the Terms and Conditions will apply.

EXTENDED WARRANTY

A product may have a warranty that extends beyond the 12-month Standard Warranty if the product is supplied through a subscription agreement and valid for that term. If such a product turns out to be defective more than 12 months after delivery/collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event, within the extended warranty period after delivery/collection of the product.

You can log a warranty on our website or via email, and we will facilitate your product warranty. Please note that any extended warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet on the product packaging or at the time of purchase. You must make yourself aware of any such terms and conditions.
It is also important to note that it will be at the supplier or manufacturer’s discretion what remedy it can offer you.

BATTERY AND INVERTER WARRANTY CONDITIONS

1. All Solar, Battery, and inverter installations are to be done by a qualified electrician with a valid COC to be issued.
2. The battery is intended for standby backup in UPS, Inverter, and solar systems, including alarm systems and gate motors. Other unintended uses for the battery will lead to the warranty being void.
3. A fuse or suitable DC breaker must be installed between the inverter/charge/ups and the battery or battery bank. Failure to install a suitably rated fuse or DC breaker can damage the battery and will void the warranty.
4. The battery is intended to be used indoors or outdoors. When using the battery outdoors, do not expose it to water or direct sunlight for extended periods.
5. The batteries must not have been contaminated with foreign or corrosive matter.
6. The warranty does not cover damage due to neglect or abuse, such as improper installation, freezing, fire, flooding, or any acts of nature.
7. The warranty does not cover surges or spikes from the inverter or charging device that could damage the battery.
8. If the battery or batteries were installed incorrectly and not according to the manual with the correct settings, it could result in damage. Incorrect installation and setup will invalidate the warranty.
9. Incorrect sizing of the inverter, charger, or solar system can damage the battery and void the warranty.
10. Batteries must be given a refresh charge every 5-6 months while in storage before final installation.
11. Warranty will be void if the firmware or BMS on the device has been deliberately tampered with or to try and reset cycle values or any data for warranty evaluation purposes.
12. If it is found that the battery is being overloaded through large current draws above the intended rating of the battery, which is outside the intended specification parameters, then the warranty will be void.
13. The warranty will be void if the serial number has been tampered with or removed from the device.
14. Warranty will be void if the BMS records an internal temperature of 55 degrees Celsius or higher.
15. The warranty is void if the battery is interconnected or mixed with other batteries.
16. If the battery has been opened or serviced by anyone other than Energy Sense or the manufacturer.
17. The warranty will be void if the battery has been short-circuited or the BMS records a short-circuit event.
18. If the battery is damaged due to incorrect or improper installation negligence or excessive wear and tear.
19. If the inverter damages the battery due to voltage spikes, overloading the battery or incorrect DC voltages being applied to the battery, then the warranty is immediately void.
20. If the inverter/charger used on the battery is out of specification or incorrectly sized for the battery.
21. Any damage to the battery caused by peripheral electrical equipment will void the warranty.
22. All Solar, Battery, & Inverter installations are to be done by a qualified electrician with a valid COC is to be issued.