Terms, Conditions & Warranty

NORTH SOLAR PRODUCT WARRANTY

North Solar Pty Ltd
23B Brock Street,
Thomastown VIC 3074, Australia

Phone: 0435 016 869
Email: en*******@************om.au

Effective: January 2026

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

The benefits provided by this North Solar warranty are in addition to any other rights and remedies available to you under Australian law.

Nothing in this warranty excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.

2. North Solar Product Warranty

Subject to the conditions and exclusions contained in this warranty, North Solar warrants its products against defects in materials or manufacture for the following periods from the original date of purchase:

Product/component	Residential warranty
NS-100 stainless steel tank	3 years
NS-200 stainless steel tank	5 years
NS-300 stainless steel tank	5 years
North Solar evacuated/vacuum tubes	10 years
Accessories, valves, seals, fittings, frames and other components	12 months
Custom-made or specifically engineered products	As specified in writing
Products installed primarily for commercial purposes	As specified in the quotation or sales agreement

This voluntary warranty applies to defects attributable to the manufacture or materials of the North Solar product.

It does not constitute a warranty of the design, workmanship or suitability of an installation performed by another person.

3. Warranty Claim Procedure

If you believe a North Solar product has developed a fault, contact North Solar before arranging repairs, replacement parts, removal or modification of the product, unless urgent action is reasonably necessary to address an immediate safety risk or prevent significant property damage.

Claims should be submitted to:

Email: en*******@************om.au
Phone: 0435 016 869

Please provide, where reasonably available:

purchaser’s name;
invoice or other proof of purchase;
product/model;
installation date;
installer’s details;
description of the alleged fault;
photographs or video;
relevant plumbing or electrical documentation; and
any other reasonable information requested by North Solar to assist in diagnosing the problem.

North Solar must be given a reasonable opportunity to investigate the alleged fault and, where appropriate, inspect the product before unauthorised repairs or alterations are undertaken.

North Solar may diagnose a claim using photographs, video, telephone/video consultation, testing, return of the component, an authorised technician or an on-site inspection.

4. Unauthorised Repairs and Third-Party Costs

A customer, installer, plumber, electrician or other third party is not authorised to incur costs on behalf of North Solar without North Solar’s prior written approval.

Except to the extent otherwise required by the Australian Consumer Law, North Solar will not be responsible under this voluntary warranty for third-party labour, service calls, diagnosis, removal, installation, reinstallation, travel, accommodation, freight or other expenses that have been incurred without North Solar’s prior written authorisation.

The engagement of a plumber, technician, contractor or other third party by the customer does not, by itself, create an obligation for North Solar to pay that person’s invoice.

Before approving third-party work, North Solar may elect to:

provide technical assistance;
supply a replacement component;
request return of the allegedly defective component;
arrange inspection or testing;
nominate or approve a suitably qualified technician;
repair the component;
replace the component; or
provide another remedy appropriate to the circumstances.

Emergency exception: Nothing in this section prevents a customer from taking reasonable urgent action necessary to address an immediate safety risk or prevent significant property damage.

Any claim for reimbursement of emergency expenses will be assessed having regard to the circumstances, whether the expense was reasonably necessary, whether the amount was reasonable, the cause of the failure and the customer’s rights under the Australian Consumer Law.

5. Determining Whether a Product Is Defective

The existence of a leak, system malfunction or component replacement does not by itself establish that the North Solar product contained a manufacturing defect.

North Solar may reasonably investigate whether the reported problem resulted from:

manufacturing defect;
installation;
incorrect commissioning;
incorrect adjustment;
excessive pressure or temperature;
incorrect plumbing configuration;
overtightening;
damaged threads or fittings;
incompatible components;
water quality;
corrosion;
freezing;
external damage;
maintenance;
normal wear;
misuse; or
another external cause.

Where reasonably required, North Solar may request that the allegedly defective component be retained and made available for inspection or returned for assessment.

Customers and installers should not discard an allegedly defective component until North Solar confirms in writing that it is no longer required for assessment.

Where a component has been discarded, altered or destroyed before North Solar has had a reasonable opportunity to assess it, North Solar may take this into account when determining whether the voluntary warranty applies.

6. Installation

North Solar products must be installed, commissioned and maintained in accordance with:

North Solar’s applicable instructions and specifications;
applicable Australian Standards;
applicable plumbing, electrical and building requirements; and
relevant State or Territory laws.

Work that legally requires a licensed or registered tradesperson must be performed by an appropriately qualified person.

Where a product failure or damage results from incorrect installation, commissioning, adjustment, maintenance or workmanship performed by a third party, that failure or damage is not covered by the North Solar voluntary product warranty.

North Solar is not responsible under this voluntary warranty for the workmanship of an independent installer merely because that installer has installed a North Solar product.

Where North Solar separately contracts to provide installation services, applicable statutory guarantees and any separate installation terms will apply.

7. Warranty Exclusions

To the extent permitted by law, the North Solar voluntary warranty does not cover failure or damage caused by:

incorrect or non-compliant installation;
incorrect commissioning;
misuse, neglect or abuse;
accidental or deliberate damage;
modification without North Solar’s approval;
use outside the product’s intended operating specifications;
excessive system pressure or temperature;
overtightening or damaged threads/fittings;
impact, transport or handling damage occurring after delivery;
freezing where appropriate frost protection has not been provided;
fire, flood, storm, lightning or other external events;
use of incompatible components or chemicals;
failure to perform required maintenance;
water quality outside North Solar’s specified operating requirements;
scale, sediment or contamination;
chemical or galvanic corrosion attributable to external operating conditions;
connection to an unsuitable wetback, water-jacket or heating circuit; or
use of non-approved replacement components where that component caused or contributed to the failure.

An exclusion applies only to the extent that the excluded circumstance caused or contributed to the particular failure or damage.

8. Water Quality

Water passing through North Solar components must be suitable for the product and comply with the applicable North Solar specifications.

Unless North Solar specifies otherwise in writing, recommended maximum levels are:

Total dissolved solids: 600 mg/L
Total hardness: 200 mg/L
Chloride: 250 mg/L
Magnesium: 10 mg/L

Bore, dam, highly mineralised, contaminated or otherwise unsuitable water may cause scaling, corrosion or premature component failure.

Where water quality may reasonably have contributed to a failure, North Solar may request an independent water analysis.

Failure or damage caused by water quality outside the product’s specified operating conditions is not covered by the North Solar voluntary warranty.

9. Wetback Systems and Corrosion

NS-200WB and NS-300WB systems may be used with compatible wetback/water-jacket systems where correctly designed and installed.

Wetback circuits can introduce additional corrosion risks depending upon system design, water chemistry, materials and maintenance.

Where specified by North Solar or the relevant equipment manufacturer, an appropriate corrosion inhibitor must be maintained at the manufacturer’s recommended concentration.

Damage resulting from corrosion caused by an external wetback system, unsuitable heating medium, incompatible metals, exhausted inhibitor or unsuitable water chemistry is not a manufacturing defect.

10. Replacement Parts

North Solar recommends the use of genuine North Solar or North Solar-approved replacement components.

Use of a third-party component does not automatically void the entire product warranty.

However, failure or damage caused or contributed to by an incompatible, incorrectly specified or defective third-party component is not covered by the North Solar voluntary warranty.

11. Freight and Transport

Customers should inspect goods promptly after delivery and notify North Solar as soon as reasonably practicable if transit damage is identified.

Photographs of the packaging and damaged product should be retained.

Responsibility for freight or transport expenses associated with a valid claim will be determined in accordance with this warranty and the customer’s rights under applicable law.

Damage occurring after the customer, their contractor or their nominated carrier has taken possession of the goods is not a manufacturing defect.

12. Remedy Under the North Solar Voluntary Warranty

Where North Solar accepts a claim under this voluntary warranty, North Solar may, subject to applicable law:

repair the defective component;
replace the defective component with the same or an equivalent component; or
provide another appropriate remedy.

Replacement components may be a current equivalent where the original component or model has been superseded.

Replacement of a component does not restart the original voluntary warranty period unless North Solar agrees otherwise in writing.

13. Consequential and Third-Party Costs

To the maximum extent permitted by law, North Solar is not responsible under this voluntary warranty for costs or losses that are unrelated to a defect in the North Solar product or which were unnecessarily or unreasonably incurred without giving North Solar a reasonable opportunity to investigate and provide a remedy.

This includes, where permitted by law, unauthorised:

plumber or electrician invoices;
call-out fees;
diagnostic fees;
removal and reinstallation costs;
building works;
accommodation;
travel;
equipment hire; and
third-party contractor charges.

Nothing in this section excludes liability for reasonably foreseeable loss or damage where North Solar is liable under the Australian Consumer Law.

14. Proof and Inspection

North Solar may reasonably require proof of purchase and information necessary to assess a warranty claim.

North Solar may also require the allegedly defective component to be:

photographed;
video recorded;
tested;
inspected on site; or
returned to North Solar or another nominated location.

Where reasonably practicable, the customer should preserve the allegedly defective component until the claim has been determined.

North Solar’s acceptance of a component for inspection does not constitute acceptance of liability.

15. No Admission of Liability

Providing technical assistance, replacement parts, attending a site, inspecting a product or assisting a customer does not by itself constitute an admission that:

the product was defective;
North Solar caused the problem;
the claim falls within this voluntary warranty; or
North Solar is responsible for third-party expenses.

North Solar may provide assistance or replacement components as a gesture of goodwill without admitting liability.

16. Transfer of Warranty

Unless otherwise agreed by North Solar in writing, this voluntary warranty applies to the original purchaser.

Any statutory rights attaching to the goods are unaffected by this provision.

17. Commercial Applications

Products used predominantly for commercial, industrial or other non-domestic applications may be subject to separate warranty periods and conditions specified in the quotation, invoice or supply agreement.

Nothing in these commercial warranty conditions excludes rights or remedies that cannot lawfully be excluded.

18. General

If any provision of this voluntary warranty is found to be invalid or unenforceable, that provision will be read down or severed to the extent necessary without affecting the remaining provisions.

No employee, installer, reseller or contractor may alter this warranty unless the alteration is confirmed in writing by an authorised representative of North Solar.

This warranty should be read together with the applicable North Solar installation instructions, product specifications and Terms & Conditions of Sale.

Warranty Provider

North Solar Pty Ltd
23B Brock Street
Thomastown VIC 3074
Australia