Warranty Details

Select your product below to see the warranty and support details from the manufacturer. If you still can’t find what you need, please contact us.

Warranty Period:

  • 7 years on the Tank
  • 5 years on the Compressor
  • 2 years Service Warranty
  • Solar Vic Customers enjoy a full 5 year Service & Components Warranty on top of the 7 year Tank Warranty

Warranty against defects

If the good (or part of them) are defective, the business will:

  • repair or replace goods (or part of them)
  • supply labour to fix a problem with the service (or part of them) or to repair the goods

Repair, replace, refund

If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you’re entitled to will depend on whether the issue is major or minor.

Ecogenica Service number: 1300 341 010

Ecogenica Email: service@ecoalliance.com.au

Ecogenica Warranty support: https://ecogenica.com.au/warranty/

 

Warranty Period:

  • 7 years on the Tank
  • 5 years on the Compressor
  • 2 years Service Warranty
  • Solar Vic Customers enjoy a full 5 year Service & Components Warranty on top of the 7 year Tank Warranty

Warranty against defects

If the good (or part of them) are defective, the business will:

  • repair or replace goods (or part of them)
  • supply labour to fix a problem with the service (or part of them) or to repair the goods

Repair, replace, refund

If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you’re entitled to will depend on whether the issue is major or minor.

Ecogenica Service number: 1300 341 010

Ecogenica Email: service@ecoalliance.com.au

Ecogenica Warranty support: https://ecogenica.com.au/warranty/

Warranty Period:

  • 7 years on the Tank
  • 5 years on the Compressor
  • 2 years Service Warranty
  • Solar Vic Customers enjoy a full 5 year Service & Components Warranty on top of the 7 year Tank Warranty

Warranty against defects

If the good (or part of them) are defective, the business will:

  • repair or replace goods (or part of them)
  • supply labour to fix a problem with the service (or part of them) or to repair the goods

Repair, replace, refund

If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you’re entitled to will depend on whether the issue is major or minor.

Ecogenica Service number: 1300 341 010

Ecogenica Email: service@ecoalliance.com.au

Ecogenica Warranty support: https://ecogenica.com.au/warranty/

Warranty Stiebel Eltron Australia Only – According to national regulations in Australia

Warranty for Heat Pumps – Models WWK 222, WWK 222 H, WWK 302 and WWK 302 H

Who gives the warranty

  1. The warranty is given by Stiebel Eltron (Aust) Pty Ltd (A.B.N. 82 066 271 083) of 294 Salmon Street, Port Mel- bourne, Victoria, 3207 (“we”, “us” or “our”).

The warranty

  1. This warranty applies to Stiebel Eltron Heat Pumps – Mod- els WWK 222, WWK 222 H, WWK 302 and WWK 302 H (the “unit”) manufactured after 1 July 2015.
  2. Subject to the warranty exclusions we will repair or re- place, at our absolute discretion, a faulty component in your unit free of charge if it fails to operate in accordance with its specifications during the warranty period.
  3. If we repair or replace a faulty component to your unit under this warranty, the warranty period is not extended from the time of the repair or replacement.
  4. The warranty period commences on the date of completion of the installation of the unit. Where the date of completion of installation is not known, then the warranty period will commence 2 months after the date of manufacture.
  5. The warranty period for a unit used for domestic purposes is shown in the table below. Domestic purposes means that the unit is used in a domestic dwelling.

    Component Warranty period
    Cylinder and condenser 2 years
    Sealed refrigeration system, including compressor, evaporator, valves and associated pipe work. All other electrical componentry. 2 years
     T&P relief valve 1 year
  6. The warranty period for a unit used for commercial purposes is shown in the table below. Commercial purposes means that the unit is used for a non-domestic purpose and includes but not limited to being used in a motel, hotel, mining camp or nursing home.
Component Warranty period
Cylinder and condenser 2 years
Sealed refrigeration system, including compressor, evaporator, valves and associated pipe work. All other electrical componentry. 2 years
 T&P relief valve 1 year

 

Your entitlement to make a warranty claim

8. You are entitled to make a warranty claim if:

8.1. you own the unit or if you have the owner’s consent to rep- resent the owner of the unit;

8.2. you contact us within a reasonable time of discovering the problem with the unit;

How you make a warranty claim

  1. To make a warranty claim you must provide us with the following information:

9.1. The model number of the unit;

9.2. A description of the problem with the unit;

9.3. The name, address and contact details (such as phone number and e-mail address) of the owner;

9.4. The address where the unit is installed and the location (e.g. at side of house);

9.5. The serial number of the unit;

9.6. The date of purchase of the unit and the name of the seller of the unit;

9.7. The date of installation of the unit;

9.8. A copy of the certificate of compliance when the unit was installed.

  1. The contact details for you to make your warranty claim are:

Name: Stiebel Eltron (Aust) Pty Ltd

Address: 294 Salmon Street, Port Melbourne, Victoria, 3207

Telephone: 1800 153 351 (8.00 am to 5.00 pm AEST Monday to Friday)

Contact person: Customer Service Representative

E-mail: service@stiebel.com.au

  1. We will arrange a suitable time with you to inspect and test the unit.

 

 Warranty exclusions

  1. We may reject your warranty claim if:

12.1. The unit was not installed by a registered and qualified plumber.

12.2. The unit was not installed and commissioned:

  1. a) inAustralia;
  2. b) in accordance with the Operating and Installation Guide; and
  3. c) in accordance with the relevant statutory and local requirements of the State or Territory in which the unit is installed.

12.3. The unit has not been operated or maintained in accord- ance with the Operating and Installation Guide.

12.4. The unit does not bear its original Serial Number or Rating Label.

12.5. The unit was damaged by any or any combination of the following:

  1. a) normalfairwearandtear;
  2. b) connection to an incorrect water supply, for example, (but not limited to) connection to water from a bore, dam or swimming pool;
  3. c) connection to an incorrect power supply;
  4. d) connection to faulty equipment, such as damaged valves;
  5. e) insufficient air flow;
  6. f) foreign matter in the water supply, such as sludge or sediment;
  7. g) corrosive or acidic elements in the water supply, where the Langelier Saturation Index (LSI) is outside the range -1.0 < LSI < 0.8;
  8. h) inappropriatecurrentimpressedanode;
  9. i) inappropriate current impressed anode battery maintenance;
  10. j) accidental damage;
  11. k) uncontrollable natural phenomena, including damage by flood, storm, fire, lightning strike and the like;
  12. l) excessive water pressure, negative water pressure (partial vacuum) or water pressure pulsation;
  13. m) ingress of vermin.

12.6. The unit was damaged before it was installed e.g. it was damaged in transit.

12.7. An unauthorised person has modified, serviced, repaired or attempted to repair the unit without our consent.

12.8. Non genuine parts other than those manufactured or ap- proved by us have been used on the unit.

  1. We may charge you:

13.1. for any additional transport costs if the unit is installed more than 30 kilometres from our closest authorised ser- vice technician.

13.2. for the extra time it takes our authorised service technician to access the unit for inspection and testing if it is not sited in accordance with the Operating and Installation Guide and not readily accessible for inspection.

13.3. for any extra costs of our authorised service technician to make the unit safe for inspection.

Warranty Stiebel Eltron Australia Only – According to national regulations in Australia

Warranty for Heat Pumps – Models WWK 222, WWK 222 H, WWK 302 and WWK 302 H

Who gives the warranty

  1. The warranty is given by Stiebel Eltron (Aust) Pty Ltd (A.B.N. 82 066 271 083) of 294 Salmon Street, Port Mel- bourne, Victoria, 3207 (“we”, “us” or “our”).

The warranty

  1. This warranty applies to Stiebel Eltron Heat Pumps – Mod- els WWK 222, WWK 222 H, WWK 302 and WWK 302 H (the “unit”) manufactured after 1 July 2015.
  2. Subject to the warranty exclusions we will repair or re- place, at our absolute discretion, a faulty component in your unit free of charge if it fails to operate in accordance with its specifications during the warranty period.
  3. If we repair or replace a faulty component to your unit under this warranty, the warranty period is not extended from the time of the repair or replacement.
  4. The warranty period commences on the date of completion of the installation of the unit. Where the date of completion of installation is not known, then the warranty period will commence 2 months after the date of manufacture.
  5. The warranty period for a unit used for domestic purposes is shown in the table below. Domestic purposes means that the unit is used in a domestic dwelling.

    Component Warranty period
    Cylinder and condenser 2 years
    Sealed refrigeration system, including compressor, evaporator, valves and associated pipe work. All other electrical componentry. 2 years
     T&P relief valve 1 year
  6. The warranty period for a unit used for commercial purposes is shown in the table below. Commercial purposes means that the unit is used for a non-domestic purpose and includes but not limited to being used in a motel, hotel, mining camp or nursing home.
Component Warranty period
Cylinder and condenser 2 years
Sealed refrigeration system, including compressor, evaporator, valves and associated pipe work. All other electrical componentry. 2 years
 T&P relief valve 1 year

 

Your entitlement to make a warranty claim

8. You are entitled to make a warranty claim if:

8.1. you own the unit or if you have the owner’s consent to rep- resent the owner of the unit;

8.2. you contact us within a reasonable time of discovering the problem with the unit;

How you make a warranty claim

  1. To make a warranty claim you must provide us with the following information:

9.1. The model number of the unit;

9.2. A description of the problem with the unit;

9.3. The name, address and contact details (such as phone number and e-mail address) of the owner;

9.4. The address where the unit is installed and the location (e.g. at side of house);

9.5. The serial number of the unit;

9.6. The date of purchase of the unit and the name of the seller of the unit;

9.7. The date of installation of the unit;

9.8. A copy of the certificate of compliance when the unit was installed.

  1. The contact details for you to make your warranty claim are:

Name: Stiebel Eltron (Aust) Pty Ltd

Address: 294 Salmon Street, Port Melbourne, Victoria, 3207

Telephone: 1800 153 351 (8.00 am to 5.00 pm AEST Monday to Friday)

Contact person: Customer Service Representative

E-mail: service@stiebel.com.au

  1. We will arrange a suitable time with you to inspect and test the unit.

 

 Warranty exclusions

  1. We may reject your warranty claim if:

12.1. The unit was not installed by a registered and qualified plumber.

12.2. The unit was not installed and commissioned:

  1. a) inAustralia;
  2. b) in accordance with the Operating and Installation Guide; and
  3. c) in accordance with the relevant statutory and local requirements of the State or Territory in which the unit is installed.

12.3. The unit has not been operated or maintained in accord- ance with the Operating and Installation Guide.

12.4. The unit does not bear its original Serial Number or Rating Label.

12.5. The unit was damaged by any or any combination of the following:

  1. a) normalfairwearandtear;
  2. b) connection to an incorrect water supply, for example, (but not limited to) connection to water from a bore, dam or swimming pool;
  3. c) connection to an incorrect power supply;
  4. d) connection to faulty equipment, such as damaged valves;
  5. e) insufficient air flow;
  6. f) foreign matter in the water supply, such as sludge or sediment;
  7. g) corrosive or acidic elements in the water supply, where the Langelier Saturation Index (LSI) is outside the range -1.0 < LSI < 0.8;
  8. h) inappropriatecurrentimpressedanode;
  9. i) inappropriate current impressed anode battery maintenance;
  10. j) accidental damage;
  11. k) uncontrollable natural phenomena, including damage by flood, storm, fire, lightning strike and the like;
  12. l) excessive water pressure, negative water pressure (partial vacuum) or water pressure pulsation;
  13. m) ingress of vermin.

12.6. The unit was damaged before it was installed e.g. it was damaged in transit.

12.7. An unauthorised person has modified, serviced, repaired or attempted to repair the unit without our consent.

12.8. Non genuine parts other than those manufactured or ap- proved by us have been used on the unit.

  1. We may charge you:

13.1. for any additional transport costs if the unit is installed more than 30 kilometres from our closest authorised ser- vice technician.

13.2. for the extra time it takes our authorised service technician to access the unit for inspection and testing if it is not sited in accordance with the Operating and Installation Guide and not readily accessible for inspection.

13.3. for any extra costs of our authorised service technician to make the unit safe for inspection.

Questions after your heat pump installation?

Click here for the most common questions, answered.