Heat Pump
Manufacturer’s Warranty

What is Covered by this Warranty

1. This Warranty automatically applies to any new ECOGENICA® branded Heat Pump product (Product) purchased in Australia through an authorised reseller (Authorised Seller).
2. ECOGENICA® warrants that the Product will be free from defects in materials and workmanship for the duration of the applicable Warranty Period.
3. If a defect is identified and a valid claim is made during the Warranty Period, ECOGENICA® will, at its discretion, repair or replace the Product or the defective component at no cost for parts and labour.
4. Where a replacement is required, ECOGENICA® may supply a product or component of similar type and quality. Replacement items may be new or refurbished. No refund or cash alternative will be provided in place of repair or replacement.
5. If ECOGENICA® is unable to repair or replace the defective products, we will provide you with a credit note for the value of the price paid for the products, unless we are required to provide a refund under the Australian Consumer Law.
6. 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 (eg failure of the products was caused by you or a third party), then any repair or replacement of the product(s) provided by us will be at your own cost. This includes costs of any replacement product(s), repair costs, and costs of installers.
7. Warranty service is available within standard service hours of Monday to Friday, 9:00 am to 5:00 pm. Requests outside of these hours may incur additional charges.
8. Where the Product is located within 25 km of an authorised service provider, ECOGENICA® will arrange attendance and cover standard travel costs. For locations outside this area, additional travel or transport costs may apply and will be the responsibility of the customer.
9. Nothing in this Warranty excludes or limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.
10. Ancillary components and parts are covered under a 2-year warranty include items such as the Pressure Temperature Relief Valve, Tempering Valve, Isolation Valve, Pressure Limiting Valve, General Power Outlet, and 3-pin plug.

Additional warranty for Solar Victoria customers

1. For ECOGENICA® hot water systems installed from 1 September 2025 under the Solar Victoria Solar Homes Program, an enhanced warranty applies in
2. accordance with the program requirements.
3. A five (5) year warranty applies to all parts and labour for the complete hot water system, commencing from the date of installation.
4. This enhanced coverage is provided in addition to the standard warranty terms outlined in this document and applies only to installations completed under the Solar Victoria Solar Homes Program.
5. All other conditions, exclusions, limitations, and requirements contained in this warranty remain in full force and effect. Proof of installation under the Solar Victoria Solar Homes Program must be provided at the time of making a warranty claim to be eligible for this enhanced coverage.

Expenses Associated with Warranty Claims

1. Where a valid warranty claim is accepted, ECOGENICA® will cover the cost of replacement parts and standard repair labour required to rectify defects caused by faulty materials or workmanship.
2. The owner is responsible for any costs associated with safe access to the Product, including but not limited to units installed at heights above 2 metres or in locations that are not readily accessible.
3. Where the Product is installed outside of a standard service area, additional travel or transport costs may apply.
4. Any issues determined to be the result of improper installation are not covered under this Warranty. Responsibility for these works remains with the original installer, including any associated costs.

When the Warranty is Void

This Warranty will be void where:

1. The Product serial number has been removed, altered, or made illegible.
2. The Product has been sold, transferred, or reassigned to another party.
3. There has been unauthorised access, modification, or tampering with the internal components, wiring, or firmware.
4. The Product has been installed, repaired, or serviced by an unauthorised person.
5. Outstanding payments relating to non-warranty works have not been settled.

What is Not Covered by This Warranty

Subject to your rights under applicable law, this Warranty does not cover, and ECOGENICA® will not be responsible for, the following:

1. Any freight, shipping, or transport costs unless these have been approved by ECOGENICA® in writing prior to the works being carried out.
2. Service attendance or call-out fees where the Labour Warranty Period has expired, or where no fault is found, or the issue is not related to a manufacturing defect.
3. Any costs associated with removing, reinstalling, or accessing the product outside of the applicable Labour Warranty Period.
4. Any damage that occurs during transport, installation, removal, or re-installation of the product.
5. Loss or damage caused by theft, vandalism, or unauthorised interference with the unit.
6. Any physical damage that is not directly related to a manufacturing defect.
7. Faults or damage resulting from misuse, neglect, improper operation, or failure to carry out routine maintenance in accordance with the product guidelines.
8. Normal wear and tear or deterioration over time, including but not limited to corrosion, rust, mould, dirt, dust, or general environmental exposure.
9. Issues caused by external factors such as power surges, voltage fluctuations, poor ventilation, or unsuitable installation conditions.
10. Any works, repairs, or modifications carried out by persons not authorised by ECOGENICA®.
11. Any service or repair carried out contrary to the advice provided by ECOGENICA® or its authorised representatives.
12. Issues arising from incorrect or non-compliant installation, including the use of unsuitable or incompatible components.
13. Cosmetic damage or non-operational defects that do not impact the performance of the product.
14. Any faults or issues that occur after the expiry of the applicable warranty periods.
15. Costs associated with routine servicing, maintenance, or replacement of consumable items.

To the extent permitted by law, ECOGENICA® is also not liable for:

1. Indirect, special, or consequential losses, including but not limited to loss of use, income, production, or business opportunity, arising from or related to the product or its installation; or
2. Any loss or damage where ECOGENICA® was not responsible, or where the loss was not reasonably foreseeable at the time the product was purchased or installed.

Non-Warranty Repairs:

1. Repairs outside Warranty terms can be arranged at your cost. Prices will be agreed upon before repairs commence.
2. Loan products are not provided while warranty claims are processed.

ECOGENICA® is not liable for:

1. ECOGENICA® is not liable for:
2. Third-party hardware or software issues.
3. Loss of use, profits, or data, or any indirect/consequential losses.

No Fault Identified Fee:

If no fault is identified or the issue is not covered under this Warranty, a minimum service fee of AUD 220 plus GST will apply.

Conditions for claiming under this warranty

Conditions for claiming under this warranty

1. The products must have been installed correctly and in accordance with the applicable installation instructions by a suitably qualified and licensed tradesperson.
2. The products must have been used, handled, installed, and maintained in line with our instructions and, where relevant, the manufacturer’s guidelines, and operated under normal environmental conditions.
3. You must allow us, or our authorised representative, reasonable and safe access to the products and any associated equipment if requested.
4. You must be the original purchaser of the products, having bought them either directly from us or from one of our authorised resellers.
5. Acceptable proof of purchase, such as a tax invoice or receipt and certificate of compliance, must be provided.
6. The warranty claim must be submitted in accordance with the procedure set out in the Claims Procedure section.
7. The products must not have been exposed to circumstances outside normal operating conditions, including but not limited to accident, neglect, misuse, abuse, abnormal operating conditions, environmental extremes, excessive cycling or operating hours, improper installation or storage, fire, vandalism, civil disturbance, or natural events beyond reasonable control.

Manufacturer’s Product Warranty Procedure?

To lodge a claim under this warranty, please follow the steps below:

• Contact the ECOGENICA® customer support team on 1300 341 010 during business hours, or email info@ecogenica.co.au;
• Provide a copy of your proof of purchase, or your Warranty Registration reference if the product has been registered;
• Supply any available service or maintenance records relating to the product; and
• Give a full description of the issue you are experiencing, including photographs where relevant.

Contact Details for Manufacturer Warranty Claims:

For any questions about ECOGENICA® products or this warranty, please contact us at:

Name: ECOGENICA® Pty Ltd
Email: info@ecogenica.co.au
Phone: 1300 341 010
Address: 6 Braeside Dr, Braeside VIC 3195, Australia