Support & Services
Objective
At Powerbay, we are committed to delivering reliable products and dependable after-sales support across Australia. This Warranty Policy outlines the warranty coverage, repair, replacement, and support services applicable to eligible Powerbay products.
Scope of Application
The policy warrants that customers in Australia can request return & refund service, replacement service, warranty repair service and other after-sales services for the products purchased from
www.powerbay.com.au.
Warranty Coverage
Powerbay products are covered by a limited manufacturer’s warranty against defects in materials and workmanship under normal residential use and installation conditions.
Warranty coverage begins from:the original purchase date shown on a valid invoice or proof of purchase; or the installation date (where applicable).
| Product | Warranty Period | |
|---|---|---|
| Heat Pumps | PBG2-300RE-HYBRID | 5 |
| PBG2-200RE-HYBRID | 5 | |
| Solar Panel | PB-DH96NE-440 | 30 |
| Batteries | ASW5120-LB-G3 | 10 |
| ASW5120-LB-G3 10KWH | 10 | |
| ASW5120-LB-G3 20KWH | 10 | |
| Ai-HB 100A | 10 | |
| Ai-HB 200A | 10 | |
| Ai-HB 2.56kWh | 10 | |
| Inverters | ASW10kH-T3 | 10 |
| ASW15K-LT-G2-A | 10 | |
| ASW010K-SH | 10 | |
| ASW10000-S-A | 10 | |
| ASW5000H-S2 | 10 | |
| ASW05kH-T2 | 10 | |
| ASW5000-S-G2 | 10 | |
| ASW10K-LT-G2-A | 10 | |
| EV Chargers | PB-AS32-07K-4G | 3 |
| PB-AT16-11K-4G | 3 | |
| Black Rail 4800mm Length | PB-TYN-499 | 25 |
| Black Tin Kit 30/35mm for 8 Solar Panels | PB-TIN-8P-30/35B | 25 |
| Black Tile Kit 30/35mm For 8 Solar Panels | PB-TILE-8P-30/35B | 25 |
Warranty Limitations
This warranty does not cover:
Failures or damage caused by:
- Use of a Powerbay product that is not in accordance with the installation, operation, or maintenance instructions provided in the User Manual or Installation Guide.
- Improper installation, misuse, neglect, abuse, accidental damage, or unauthorised modification of the product.
- Use of the product for commercial, industrial, rental, or non-domestic applications unless specifically approved by Powerbay.
- Operation of the product in environments containing corrosive materials, chemicals, excessive dust, salt air, metal particles, or other harmful substances.
- Damage caused by incorrect electrical supply, unstable voltage, power surges, water ingress, fire, flood, lightning, storm, or other environmental conditions beyond Powerbay’s control.
- Consumable or replaceable components including but not limited to filters, valves, seals, anodes, hoses, connectors, insulation materials, mounting accessories, and other parts subject to normal wear and tear, unless failure is due to a manufacturing defect.
- Cosmetic damage, scratches, dents, discoloration, or deterioration caused by normal wear and usage.
- Products with altered, removed, or unreadable serial numbers, or products that are not genuine Powerbay products.
Other Notes
- Except under special circumstances, please do not return products or components that are severely damaged or present safety risks, including but not limited to swollen batteries, damaged battery cells, liquid leakage, or other hazardous conditions. Any such returned items may be disposed of by Powerbay in accordance with safety regulations.
- Only products purchased through the official Powerbay website, authorised dealers, or authorised distributors are eligible for after-sales support and warranty services under this policy.
- Due to differences in regional product versions, certifications, and installation requirements, Powerbay products generally do not support international or cross-region warranty services. Products purchased through authorised distributors shall be serviced by the corresponding distributor, while products purchased through official Powerbay sales channels shall be supported by the Powerbay after-sales service team.
- If the customer provides an incorrect delivery address, or if the recipient refuses delivery, any resulting losses, return shipping fees, or related costs shall be borne by the customer.
- Before sending a product for inspection, repair, or maintenance, customers should remove or back up any personalised decorations, labels, coatings, or accessories attached to the product, including but not limited to stickers, custom paint finishes, or identification markings. Powerbay is not responsible for any loss or damage to such personalised items.
- To protect your rights and interests, please inspect the product and packaging carefully upon delivery to confirm there is no transport damage or abnormal condition. If the outer packaging appears damaged, please refuse delivery and contact the courier company immediately.
- If the customer authorises the courier company to leave the goods at a designated location without a signature, the customer assumes full responsibility for any loss, theft, or damage that may occur after delivery.
- If the outer packaging is intact but the internal product is found to be damaged, missing parts, or otherwise abnormal due to transportation, customers must contact the Powerbay customer service team within twenty-four (24) hours of delivery. Claims reported after this period may not be accepted.
If there is any change to the policy, the recently updated document shall prevail.
If any of the terms and conditions of the policy conflict with national or local laws, the law shall be the standard. The policy shall be the standard when all the terms and conditions comply with relevant laws and regulations.
For any questions about this policy, please contact our after-sales service team via
email: service@powerbay.com.au
The policy will be put into effect from July 1, 2026.