Warranty and support · homeowner guide
A “10-year battery warranty” is only the headline.
The useful questions are what is covered, what conditions apply, who registers the system, which business owns the first response and what evidence you need if performance changes.
Four layers of protection
Read the warranty as a support pathway.
A home battery project can include a product warranty, a battery performance warranty, an inverter warranty and a workmanship or installation warranty. They may have different providers, periods, exclusions and claim processes. Australian Consumer Law consumer guarantees sit separately from voluntary manufacturer warranties and cannot simply be removed by contract wording.
Before signing, ask the seller to identify each responsible party in writing. If one business sells the products and installation as a package, ACCC guidance explains that the supplier generally remains responsible for helping provide a remedy rather than directing the customer away without assistance.
Do not collapse the terms
What each warranty usually answers.
Product warranty
Defines the manufacturer’s stated remedy for covered defects in the battery, inverter or other equipment, subject to the applicable policy and exclusions.
Performance warranty
Describes retained capacity or energy-throughput conditions over time. It is not the same as guaranteeing a household bill saving or daily runtime.
Workmanship warranty
Covers defined installation work. Ask who provides it, for how long, and how issues involving mounting, cabling, switchboard work or water ingress are assessed.
Monitoring and communications
App access can help diagnose performance, but internet, Wi-Fi or portal outages are not automatically battery faults. Confirm who supports commissioning and account handover.
Registration conditions
Some policies require registration or supporting records for an extension. Keep the confirmation, serial numbers, installation date and current policy document.
Consumer guarantees
Automatic Australian Consumer Law rights are separate from manufacturer and extended warranties. The appropriate remedy depends on the facts and nature of the problem.
Your handover file
Keep the records that make support faster.
Documents to retain
- Accepted contract, quote and written inclusions
- Complete battery, inverter and accessory models
- Product, performance and workmanship policies
- Serial numbers and warranty registration confirmation
- Commissioning, safety and shutdown information
- Grid, rebate and installer documentation supplied
Evidence for a support request
- Date and time the issue first appeared
- Fault code exactly as shown
- Safe screenshots from the monitoring app
- Whether there was a grid outage or recent change
- What loads or behaviour were affected
- The support ticket and actions already taken
Ask how support works before you buy.
Send the proposed equipment and warranty wording. We’ll explain the SUNNY handover, registration and first-response pathway alongside the system scope.
Warranty questions
Know the responsibility before a fault occurs.
Is a battery product warranty the same as a workmanship warranty?
No. Product and performance warranties cover defined manufacturer obligations and conditions. A workmanship or installation warranty addresses installation-related issues. Australian Consumer Law rights are separate from these voluntary warranties.
Do I need to register a FoxESS home battery warranty?
Registration requirements and extensions depend on the applicable FoxESS Australia policy, product and installation date. Ask who completes registration, keep confirmation and serial-number records, and check the current policy rather than relying on a generic “10-year warranty” statement.
What documents should I receive after a battery installation?
Keep the contract, full system specifications, product and workmanship warranty information, operating and shutdown instructions, electrical safety documentation, commissioning record, installer contacts and any network or registration confirmations supplied for the project.
Who should I contact first when the battery has a fault?
Start with the business that supplied your system, using the support pathway in your handover documents. Provide the time, fault code and safe monitoring screenshots. Do not open equipment or change protected settings. Urgent electrical or safety concerns require the appropriate licensed or emergency response.
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