In the event of a fault, an End-User should contact the Installer from whom the Sungrow product was purchased to arrange preliminary troubleshooting and contact Sungrow if necessary. If the product is suspected to be faulty, Sungrow will ask to submit a warranty claim with reasons. The End-User or the Installer can follow the below procedures to lodge a warranty claim.
Please note that it is the claimant's responsibility to obtain and provide all information. Sungrow will not directly contact the end user to retrieve any information. The claim cannot be processd until information is complete. Failure to provide full information may delay the warranty process.
1. Lodge a warranty claim with supporting documents (e.g. test photos or test report) to support your claim via the Online Warranty Claim.
2. An email with an RMA number will be sent once you submit a warranty claim.
3. Once the warranty claim has approved, the replacement unit will be sent to the claimant within 2 working days from Sydney warehouse to service the warranty case or a Sungrow service contractor will service the warranty case within 10 working days.
4. After the inverter is replaced, the installer should take the original inverter back to his/her office (do not leave it with the end customer). Please contact Sungrow to return the faulty unit within two weeks, otherwise charges may apply.
The process for service rebate is as follows:
1. Send an email to email@example.com to arrange the pickup and Sungrow will arrange the pickup to collect the inverter back. (you must include the case reference and the pickup time and address).
2. Fill out the Sungrow service report and send an invoice with the case reference to us. (Failure to provide full information may delay the process of payment.)
The service rebate may be eligible to the Installer to replace the defective unit, which has been returned to Sungrow and deemed defective in workmanship or materials upon testing and inspection by Sungrow.