1. Scope

This warranty policy applies exclusively to products that were functioning correctly upon delivery or collection but have subsequently developed faults or issues; and or failures with services provided. For products that arrive faulty, are incorrect, or if you wish to return an item due to change of mind, please refer to our separate Returns Policy.

2. Australian Consumer Law Compliance

As an Australian business, JT Electrical Group NSW operates in full compliance with Australian Consumer Law. 

Under this law, all products must meet the following standards: 

  • Acceptable quality – safe, durable and free from defects
  • Fit for purpose 
  • Match the product description 
  • Accurately represent any sample or demonstration model provided

Furthermore, all services must be performed with:

  • Due care and skill
  • Fit for purpose
  • Provided within a reasonable timeframe 

Benefits provided to the consumer by this warranty are in addition to other rights and remedies available to the consumer under the law. 

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value, as determined by JT Electrical Group NSW 

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. This will be determined on a case by case basis by JT Electrical Group NSW. We may offer free repairs as an alternative to replacement or refund. We pride ourselves on our flexible approach and commitment to finding the best solution for each customer’s situation.  If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

JT Electrical Group NSW reserves the right to evaluate product failures on a case-by-case basis to determine whether they constitute a major or non-major failure.

3. Product and Services Warranty Period

All products sold through JT Electrical Group NSW come with a manufacturer’s warranty. Please refer to the product’s specifications for specific warranty periods. 

All services come with 10-year workmanship warranty. For customers who have purchased an extended warranty program please refer to the product pamphlet.

4. Warranty Terms & Conditions

For products, the warranty applies only to the original end user of the product and cannot be transferred to another party (this does not apply for customers who have purchased an extended warranty program). It’s important to note that the warranty period is neither extended nor renewed following a warranty repair or replacement. Additionally, the warranty is only valid for items purchased directly from JT Electrical Group NSW. If you have purchased a lithium battery, please consult the ‘Lithium Battery Warranty Policy’ on the specific battery product page for detailed warranty terms and conditions applicable to your purchase.

Warranty Void Conditions

The warranty becomes void if the fault or defect results from any but not limited to, the following circumstances:

  • Unauthorised removal or tampering with the product prior to warranty claim assessment 
  • Installation or operation contrary to the provided instructions
  • Inappropriate use or purpose, neglect or careless handling
  • Accidental damage
  • Tampering with the product or its safety features
  • Contamination by foreign materials or inappropriate cleaning
  • Unauthorized repairs or modifications
  • Changes in the product’s condition due to environmental factors or incorrect storage

5. How to Make a Warranty Claim

It is essential for customers to contact us directly by either phone or email before taking any action with a faulty product. The product (including solar panels) should remain in place as removal may cause additional damage that prevents accurate fault diagnosis. Upon initial contact, customers will receive (via email) a ‘Warranty Claim Request Form’. This form will require you to provide the following information:

  1. Description of the issue 
  2. Images of the product (minimum 2) 
  3. Original invoice 

You must provide proof of purchase in the form of an original invoice. Customers please note it is not the responsibility of JT Electrical Group NSW to provide proof of purchase and failure to do so may impact the ability for JT Electrical Group NSW to assist in a warranty claim. Based on the information provided, we will develop an appropriate resolution plan that may entail guiding you through diagnostic testing, repair or replacement of the product.  If the fault is confirmed to be due to a manufacturing defect and the product is to be repaired or replaced, JT Electrical Group NSW will cover all return postage costs. However, if upon inspection the product does not have an issue, the customer will be charged for return and inspection costs. An estimate of these costs will be disclosed prior to return of the product. 

6. Our Commitment

At JT Electrical Group NSW, we are dedicated to providing exceptional customer service and efficient warranty resolution. We will work diligently to address your warranty claim promptly and effectively, ensuring the best possible outcome for each situation.

This policy may be updated periodically to reflect changes in our warranty procedures and requirements.