---
title: "AERL Products — Warranty Claims and Returns Guide"
revision: "1.0.0"
publisher: AERL (Australian Energy Research Laboratories)
url: https://www.aerl.com.au/docs/aerl-claims-returns-guide
pdf: https://www.aerl.com.au/documents/guides/AERL_Warranty_Claims_and_Returns_Guide_REV_100.pdf
description: "Making a warranty claim or a return, step by step: troubleshooting, contacting AERL, the RMA form and number, packing and shipping, and change-of-mind returns."
---

# AERL Products — Warranty Claims and Returns Guide

*Rev 1.0.0. Markdown copy of the AERL document at https://www.aerl.com.au/docs/aerl-claims-returns-guide; the PDF (https://www.aerl.com.au/documents/guides/AERL_Warranty_Claims_and_Returns_Guide_REV_100.pdf) is the controlled version.*

# Warranty Claims and Returns

Getting an RMA Number and Sending a Product Back

**All AERL Products · Australia and New Zealand** **Warranty Claims and Returns Guide** Rev 1.0.0, 8 Nov 2026

### Document

| | |
|---|---|
| Revision | 1.0.0 |
| Effective | 11 / 2026 |
| Audience | Owners, installers and resellers |
| Form | AERL RMA Form, Rev 1.1.1 |
| Format | A4 · 13 pages |

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

| Step | What you do | What AERL does |
|---|---|---|
| 1 | Troubleshoot with the product's manual | — |
| 2 | Contact AERL with the model, serial number and fault | Works through the fault with you, remotely where possible |
| 3 | Fill in the AERL RMA Form and email it | Issues a Return Materials Authorisation (RMA) number |
| 4 | Pack the product and send it with its RMA number | Tells you how, for a battery |
| 5 | — | Inspects the product and decides the claim |
| 6 | — | Repairs, replaces or refunds, and sends the product back |

> **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:** support@aerl.com.au (support, warranty claims and returns)

## 01 Step 1: Troubleshoot First — Use the manual, safety

### 1.1 Use 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.

### 1.2 Safety

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

## 02 Step 2: Contact AERL — Who to contact, what to have ready, working through the fault

### 2.1 Who to Contact

Contact AERL on **1800 950 865** or **support@aerl.com.au**. 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.

### 2.2 What 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.

### 2.3 Working 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).

## 03 Step 3: Get an RMA Number — The AERL RMA form

### 3.1 The 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 **support@aerl.com.au** , 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.

## 04 Filling In the RMA Form — Before you begin, section by section

### 4.1 Before 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.

### 4.2 Section by Section

| Section | What to give |
|---|---|
| 1. Customer & product | Your business, contact, phone and email; the address to return the product to; the site; the model, serial number(s) and firmware; the purchase and installation dates and your PO or invoice number; today's date; and your preferred resolution (repair, replace, credit, refund or no preference). |
| 2. Fault | What the product is or is not doing (error codes, LED patterns, alarms); when you first saw it; whether it powers on and whether its communications work; and the type of fault, if you know. |
| 3. What changed | Anything that changed in the last 6 months: firmware, wiring, equipment, weather or grid events, configuration, service visits. |
| 4. Site exposure | Where it is installed (indoor, sheltered or outdoor) and the conditions (coastal, dusty, corrosive, high humidity, above 2000 m). |
| 5. Product-specific block | Fill in **only the block for your product**: 5a solar controllers and EarthGuard; 5b LiFe² and Kakadu batteries; 5c CoolPro; 5d Nexus and Battery Sense. |
| 6. Troubleshooting & attachments | What you tried and the outcome; the photos, screenshots, wiring diagram and proof of purchase you are attaching; whether you need a replacement before the faulty product is returned; and how urgent the site is. |

### 4.3 Out-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.

## 05 Step 4: Pack and Ship — Packing, where to send it, who pays the freight, labour on site

### 5.1 Packing

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.

### 5.2 Where 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.

### 5.3 Who Pays the Freight

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

| Product | Sending it to AERL | Returning it to you |
|---|---|---|
| CoolMax SRX, SRX-R and Battery Sense; CoolPro and Surge Buster; EarthGuard; Nexus; HMI-10 | You pay | AERL pays, within Australia or New Zealand, and chooses the freight method |
| LiFe² and Kakadu 120 | You pay, when AERL asks for the product to be returned | AERL pays |
| All-In-One and Solinteg M2HT | AERL pays standard ground shipping | AERL pays standard ground shipping |

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.

### 5.4 Labour on Site

| Product | Labour to disconnect and reinstall |
|---|---|
| CoolMax SRX, SRX-R and Battery Sense | AERL allows up to $220 (AUD, excluding GST) |
| CoolPro, Surge Buster, EarthGuard, Nexus, HMI-10 | Not covered |
| All-In-One and Solinteg M2HT | Covered only where AERL and Solinteg approve the work in writing before it starts: up to 8 hours per claim, and no more than the value of the faulty product |

## 06 Steps 5 and 6: At AERL — Inspection and decision, if the claim is covered

### 6.1 Inspection 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.

### 6.2 If 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.

### 6.3 If 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.

### 6.4 If 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.

## 07 Change-of-Mind Returns — Returning goods you no longer want, how to return it

### 7.1 Returning 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.

### 7.2 How to Return It

1. Contact AERL on 1800 950 865 or support@aerl.com.au 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).

## 08 Support — Contact, related documents, change log

### 8.1 Contact

**1800 950 865** · **support@aerl.com.au** · 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).

### 8.2 Related 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.

### 8.3 Change Log

| Revision | Date | Change |
|---|---|---|
| 1.0.0 | 11 / 2026 | First issue. |

If you have any questions about a claim or a return, contact AERL.

Sincerely,

The AERL Team

**AERL Pty Ltd** · 1/75 Bluestone Circuit, Seventeen Mile Rocks QLD 4073 · 1800 950 865 · support@aerl.com.au · aerl.com.au

![AERL](https://www.aerl.com.au/docs/_assets/assets/logos/aerl-logo.svg)

Australian Energy Research Laboratories

### Address

1/75 Bluestone Circuit Seventeen Mile Rocks QLD 4073 Australia

### Contact

[sales@aerl.com.au](mailto:sales@aerl.com.au) [support@aerl.com.au](mailto:support@aerl.com.au)

aerl.com.au Phone **1800 950 865**

© 2026 AERL Pty Ltd AERL Products · Warranty Claims and Returns Guide **Rev 1.0.0**