Warranty & Returns

What's covered

Two layers of cover apply to your system. The manufacturer covers the equipment; Sunline covers the work we did.

• Tank — typically 5 to 10 years depending on brand and tank construction (stainless vs enamel).
• Compressor and refrigerant circuit — typically 2 to 6 years, brand dependent.
• Controller, valves, sensors and other parts — typically 2 to 3 years.
• Sunline workmanship — 10 years on the plumbing and electrical work we perform.
• Exact terms for your unit are on the manufacturer's warranty document, linked on that model's product page and handed to you at handover.

Your Australian Consumer Law rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure.

These rights sit on top of any manufacturer warranty — they don't replace it.

What isn't covered

• Damage from storms, flood, fire, power surges, vermin or vandalism.
• Corrosion caused by water quality outside the manufacturer's stated limits, or by failing to service the sacrificial anode where the unit has one.
• Faults caused by work performed by someone other than a licensed tradesperson after our install.
• Failure to carry out the manufacturer's routine maintenance (typically a check every 2–5 years, plus periodic relief valve testing).
• Fair wear on consumables — anodes, tempering valves, relief valves, filters.
• Loss of hot water while a warranty repair is being scheduled, unless the law says otherwise.

How to make a claim

• Ring or message us with your address, the model and the fault — a photo or video of the display code helps a lot.
• We'll triage over the phone first; a fair few faults are a tripped circuit, a timer setting or a relief valve.
• If it needs a visit, we book a licensed tech, usually within 1–3 business days across metro Melbourne and up to 5 in regional VIC.
• Genuine warranty faults are repaired at no cost to you. If a call-out finds a non-warranty issue (no power, isolated at the switchboard, third-party damage), a standard service fee applies — we'll tell you before we attend.
• If the unit can't be economically repaired, the manufacturer replaces it and we refit it.

Change of mind and returns

• Before install: cancel or change your model at any time before we book stock, at no cost. Once stock is allocated, deposits are refundable less any restocking cost charged by the supplier.
• After install: change of mind isn't a return. Heat pumps are plumbed, wired and commissioned, and the rebate certificates are created against your address.
• Faulty on arrival: if a unit fails within the first 30 days, we treat it as a major failure and replace it rather than repair it.
• Refunds are made to the original payment method within 10 business days of agreement.

Warranty claims and your rebates

A warranty repair or replacement doesn't affect rebates already claimed on your install, as long as the replacement unit is an eligible model. We handle any paperwork the scheme administrators need — you don't have to chase Solar Victoria yourself.

Keeping cover valid

• Book the manufacturer's recommended service interval — we'll remind you when yours is due.
• Test the temperature and pressure relief valve every 6 months (a 5-second job we show you at handover).
• Keep the air intake and outlet clear — no boxing the unit in, no garden growing over it.
• Hold onto your invoice and compliance certificates; they're your proof of purchase and install date.