Warranty Claims and Returns

This guide takes you through a warranty claim or a return, from a suspected fault to the product coming back to you. Follow the steps in order: most faults are fixed without the product leaving site, and a claim with full information is decided faster.

The terms of each warranty are in the product's Warranty Statement, at aerl.com.au. For how long each warranty lasts and when it starts, see the AERL Warranty Guide.

Australian Consumer Law

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

Six Steps

No RMA number, no return

Do not send a product to AERL without an RMA number. A product that arrives without one cannot be matched to your claim.

Support Hours

AERL's support team is available Monday to Friday, 9 am to 5 pm (AEST).

• Phone: 1800 950 865
• Email: [email protected] (support, warranty claims and returns)

1.1Use the Manual

Many problems are caused by a setting, a connection or something elsewhere in the system, and can be fixed on site in minutes. Before you contact AERL:

1. Check the Troubleshooting chapter of the product's manual, and what its status LEDs or display show. The manuals are at aerl.com.au.
2. Check the breakers, isolators, fuses and connections, and that the supply voltage is within the product's range.
3. If the product connects to AERL Cloud or AERL Link, note any alarms or fault codes it shows.
4. Note what changed recently: a firmware update, a wiring or settings change, a storm or grid event.

Write down what you tried and what happened: the RMA form asks for it.

Damaged lithium battery

If a battery is swollen, hot, leaking, smoking, venting or smells, keep everyone clear. Call 000 if there is a fire. Do not move, ship or post the battery: it is dangerous goods. Isolate the system only if it is safe to do so, then contact AERL.

1.2Safety

Only a suitably qualified person may disconnect or reinstall an installed product. Owners: ask your installer to do any electrical work.

2.1Who to Contact

Contact AERL on 1800 950 865 or [email protected]. You can also ask your installer, or the business you bought the product from, to contact AERL for you.

For the All-In-One and Solinteg M2HT inverters, make every claim through AERL: AERL is Solinteg's service partner in Australia and handles the claim on Solinteg Australia's behalf.

2.2What to Have Ready

• the product model and serial number
• when the product was bought and installed, and the invoice or other proof of purchase
• a description of the fault, when it started, and any alarm or fault codes
• what you tried in Step 1
• photos of the product and the installation
• for a battery: the inverter or charger it is connected to, its charge and discharge settings, and the system's performance history
• for an All-In-One or M2HT: at least five photos of the installation from different angles, and access to the system's monitoring account if there is one.

2.3Working Through the Fault

AERL works through the fault with you or your installer by phone, email or video call, and may ask for data, photos or tests on site. Many faults are fixed this way. If the product needs to come back, AERL asks you to fill in the RMA form (Step 3).

If the product is out of warranty, AERL still helps: any chargeable work is quoted before it starts (Chapter 06).

3.1The AERL RMA Form

The AERL RMA Form (Rev 1.1.1) is in the technical documentation library at aerl.com.au, and AERL sends it to you when a product needs to come back. You can fill in the PDF on screen, or print it and write on it.

1. Fill in the form (Chapter 04 explains each section).
2. Email it to [email protected], with any photos and screenshots, and the product's serial number as the email subject.
3. AERL replies with your RMA number and how to send the product.

4.1Before You Begin

More detail means a faster resolution, and partial information beats a blank field. Write N/A if a question does not apply or you do not know the answer. Leave the "AERL use only" line blank.

4.2Section by Section

4.3Out-of-Warranty Service Charge

The last question on the form asks you to agree to the out-of-warranty service charge:

$100 service charge

If the unit is out of warranty, a $100 service charge applies to cover initial diagnostics.

Tick Yes or No. If the product is in warranty, the charge does not apply.

5.1Packing

1. Turn the product off and disconnect it safely (a suitably qualified person).
2. Pack it in its original packaging if you have it; otherwise use a strong box with enough padding that it cannot move.
3. Put a copy of the RMA form, or a note with the RMA number, inside the box.
4. Write the RMA number clearly on the outside of the box.
5. Send only what AERL asked for.

5.2Where to Send It

Send the product to:

AERL Pty Ltd, 1/75 Bluestone Circuit, Seventeen Mile Rocks QLD 4073, Australia

Lithium batteries are dangerous goods

The lithium-ion batteries in LiFe², Kakadu 120 and All-In-One systems are Class 9 dangerous goods. Do not post or ship a battery until AERL has told you how it is to be sent, and never ship a damaged battery. See the AERL Battery Transport, Storage and End of Life Guide.

5.3Who Pays the Freight

For a valid warranty claim, the freight is shared as each Warranty Statement sets out:

For the All-In-One and M2HT, expedited shipping, remote-area surcharges and special freight arrangements are charged to you, unless AERL and Solinteg agree otherwise in writing before the work starts.

5.4Labour on Site

6.1Inspection and Decision

When your product arrives, AERL matches it to its RMA number, inspects and tests it, and decides the claim against the Warranty Statement. AERL then tells you the outcome.

For the All-In-One and M2HT, AERL may send a replacement before the faulty product is returned. Every claim remains subject to Solinteg's final assessment.

6.2If the Claim Is Covered

AERL, at its discretion:

• repairs the product, or
• replaces it, or
• where the warranty statement provides for it, refunds the unused part of the original price (for example if the product is no longer available or cannot be repaired).

For LiFe², Kakadu, All-In-One and M2HT products, a repaired or replaced product is covered for the rest of the original warranty period, and the notice below applies.

Refurbished goods and parts (LiFe², Kakadu, All-In-One and M2HT)

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

6.3If the Product Is Out of Warranty

The $100 service charge you agreed to on the RMA form covers the initial diagnostics (Chapter 04). Any repair after that is quoted, and AERL starts it only once you accept the quote.

6.4If the Fault Is Not Covered

If the product is in its warranty period but the fault is not covered by the Warranty Statement, AERL tells you the outcome.

For the All-In-One and M2HT, AERL quotes any chargeable work before it starts. If a claim is found not to be valid, including after the returned product is inspected, you may be charged the reasonable costs of the replacement product, inspection, shipping and labour.

7.1Returning Goods You No Longer Want

Under AERL's Terms of Sale, you may return a product within 30 days of receipt for a full refund of the purchase price, excluding shipping costs. The product must be:

• in the same condition as you received it
• in its original packaging
• complete with all components and accessories
• accompanied by the original invoice or receipt.

7.2How to Return It

1. Contact AERL on 1800 950 865 or [email protected] for an RMA number and shipping instructions.
2. Send the goods back at your own cost, with the RMA number on the box.
3. AERL checks the goods when they arrive and refunds the price, excluding shipping. There is no restocking fee.

For a lithium battery, contact AERL before you send anything: it is dangerous goods (Chapter 05).

8.1Contact

1800 950 865 · [email protected] · aerl.com.au

AERL Pty Ltd, 1/75 Bluestone Circuit, Seventeen Mile Rocks QLD 4073, Australia

Monday to Friday, 9 am to 5 pm (AEST).

8.2Related Documents

• each product's Warranty Statement and manual, at aerl.com.au
• the AERL RMA Form
• the AERL Warranty Guide
• the AERL Battery Transport, Storage and End of Life Guide.

8.3Change Log