Warranty Procedure

Our Warranty

AERL will repair or replace products covered under this limited warranty that are returned to AERL’s facility during the warranty period which commences from the date of invoice.

It is important to determine that the product is faulty before returning it for repair, so please first contact your installer for assistance in diagnosing any system faults.

Please note: All electrical wiring must be carried out by the appropriate qualified and licensed personnel. Contact your installer for disconnection and re-connection of your product.

Documentation

Contacting Us

To request warranty service, contact AERL Technical Support at +61 07 3129 0330  or [email protected]aerl.com.au.

To ensure warranty coverage, this contact must be within the effective warranty period. If service is required, the AERL Technical Support representative will issue a Return Material Authorization (RMA) number.

Troubleshooting

In the event of a product failure, the customer will need to work with an AERL Technical Support representative to perform the necessary troubleshooting. This is a required step before a return can be performed.

Please Note: Troubleshooting requires a qualified technician to be present at the site of the product, with a quality voltmeter that measures both DC and AC.

The  AERL representative will request voltmeter readings, product error messages, and other information. If the customer is not willing or able to provide these readings (or is not willing or able to visit the site), and the product is found to have no problems upon return, AERL may choose to charge additional labor and handling fees up to $230.00 AUD.

Return Material Authorization (RMA)

A request for an RMA number requires all of the following information:

  • Product model and serial number
  • Proof-of-purchase in the form of a copy of the original Product purchase invoice or receipt confirming the Product model number and serial number
  • Description of the problem
  • Shipping address for the repaired or replacement equipment

Upon receiving this information, the AERL representative can issue an RMA number.

Returning Product to AERL

Australian Energy Research Laboratories

Unit 15, 1015 Nudgee Rd
BANYO, QLD 4014
AUSTRALIA