Warranty Information

The Warranty Policy for the Sanden “Eco”® Hot Water Heat Pump System, is outlined below.

Model numbers covered by this warranty: 

GAUS-160FQTS
GAUS-250FQTS
GAUS-300FQTS
GAUS-315FQTS
GAUS-315FQTV
GAUS-160FQTD
GAUS-250FQTD
GAUS-300FQTD
GAUS-315FQTD

Note: It is recommended that owners of the Sanden “Eco”® Hot Water Heat Pump System (ie. consisting of Heat Pump unit, Tank with valves and connectors, Rubber Feet and Wifi Controller) always keep receipts, invoices, warranties and any installation record forms where applicable, in a safe place, to allow faster processing of Warranty/after sales support request.

Warranty Terms and Conditions

Eligibility Requirements to Make a Claim

1. The person(s) making the claim must be the original System owner.

2. The person(s) making the claim must contact either the authorised Sanden Dealer/Installer who originally installed their System, or Sanden International (Aust.), as soon as they notice any defect(s) without excessive delay, and the System must be within its warranty period.

3. The Sanden “Eco”® Hot Water Heat Pump System must have its original serial numbers and/or rating labels where applicable.

4. The Sanden “Eco”® Hot Water Heat Pump System must be installed in Australia by both a licensed Plumber and licensed Electrician, who are trained by and work for/with the authorised Sanden Dealer/Installer. Only the authorised Sanden Dealer/Installer can complete warranty work on the Sanden “Eco”® Hot Water Heat Pump System.

5. The warranty period begins from the date of installation of the component(s), in the event that proof of installation cannot be provided, the period begins from date of purchase, and in the event that this is also not available, the warranty will begin from date of manufacture of the product plus 3 months.

Warranty Period

Subject to the Warranty Conditions and Exclusions stated above, your Sanden “Eco”® Hot Water Heat Pump System is warranted, in a Residential application, as follows:

Table 1: Warranty Details for GAUS-160FQTS, GAUS-250FQTS, GAUS-300FQTS, GAUS-315FQTS, GAUS-315FQTV

Notes: See below Table 2. 

Table 2: Warranty Details for GAUS-160FQTD, GAUS-250FQTD, GAUS-300FQTD, GAUS-315FQTD

Notes (apply to Table 1 and Table 2):                                                                                                                                    

1. Labour costs are paid directly to the servicing contractor per the payment cost schedule published by Sanden and capped at 3 hours labour charge (ie. at $85/hour), unless prior agreement from Sanden. Travel costs are the responsibility of the System Owner.
2. In a Light Commercial application, the warranty period on both the Heat Pump Unit and Tank will be based on detail provided and determined upon application.
3. For the Wifi Controller, the following are not covered under warranty and may incur a service charge and/or cost of parts:
   1. Connection issues with owners’ Wi-Fi modem and service provider
   2. Smart Life app related issues and functionality

4. Warranty service is provided to the original owner of the equipment only, by an authorised Sanden Dealer/Service agent.
5. For the Vitreous Enamel Tank, warranty is based on replacement of the magnesium anode every 5 years and is the responsibility of the System Owner.

Warranty Conditions

1. The Sanden “Eco”® Hot Water Heat Pump System must be installed in accordance with the installation instructions supplied with the Sanden “Eco”® Hot Water Heat Pump System and in accordance with all relevant statutory and local requirements of the state in which the water heater is installed. Failing to install or maintain the system per instructions of the installation manual may void the warranty.

2. Where a failed component or Sanden “Eco”® Hot Water Heat Pump System is replaced under warranty, the balance of the original warranty period will remain effective. The replaced part or Sanden “Eco”® Hot Water Heat Pump System does not carry a new warranty.

3. Where the Sanden “Eco”® Hot Water Heat Pump System is installed outside the boundaries of a metropolitan area as defined by Sanden or further than 25 kilometers from an accredited service agent, the cost of transport, insurance and travelling costs between the nearest accredited service agent’s premises and the installed site shall be the owner’s responsibility.

4. Where the Sanden “Eco”® Hot Water Heat Pump System is installed in a position that does not allow safe, ready access, the cost of accessing the site safely, including the cost of additional materials handling and/or safety equipment, shall be the owner’s responsibility.

5. The warranty only applies to the Sanden “Eco”® Hot Water Heat Pump System and original or genuine (company) component replacement parts and therefore does not cover any plumbing or electrical parts supplied by the installer and not an integral part of the Sanden “Eco”® Hot Water Heat Pump System. Such parts would include pressure limiting valve, isolation valves, non-return valves, electrical switches, pumps or fuses.

6. The Sanden “Eco”® Hot Water Heat Pump System must be sized to supply the hot water demand in accordance with the guidelines in the Sanden “Eco”® Hot Water Heat Pump System literature.

7. This Warranty is for domestic use of the hot water heating only. Any application with hot water consumption above 700 L/day is considered NON residential. Domestic is defined per below: a. Units installed in any domestic dwelling. b. Hot water consumption below 700 Litres per day.

8. To the extent that a claim falls under the ‘Parts Only’ Warranty Period, the Warranty covers the repair and/or replacement of such failed component in domestic use free of charge. However, the transport, installation and labour costs of repairing the component or delivering the replacement component and removing and replacing the existing component will be the responsibility of the System owner of the existing component.

9. To the extent that a claim falls under the ‘Parts and Labor’ Warranty Period, the Warranty covers the repair and/or replacement of such failed component in domestic use and any associated labour costs free of charge. Please note the cost of freight is for customer to pay.

10. The decision to repair or replace the component that is the subject of the Warranty will be entirely at the discretion of Sanden International (Aust.).<

11. Sanden International (Aust.). reserves the right to alter the design, components or construction to its Sanden “Eco”® Hot Water Heat Pump System. Such alterations shall not constitute a defect in design or construction under this Warranty.

12. Any claim under this Warranty must include full details of the defect and/or damage to the Sanden “Eco”® Hot Water Heat Pump System or component(s) in domestic use. All claims must be made within one (1) month of the detection of the defect.

13. Dated proof of purchase is required prior to commencement of any work under this Warranty.

14. Sanden International (Aust.) does not warrant any installation work conducted by the installer of the Sanden “Eco”® Hot Water Heat Pump System or component(s) in domestic use.

15. This Warranty only applies to the Sanden “Eco”® Hot Water Heat Pump System  and its components, or component(s) in domestic use and does not cover any plumbing or electrical associated parts, including but not limited to any parts supplied by any person installing the Sanden “Eco”® Hot Water Heat Pump System or component(s) in domestic use.

16. To the extent permitted by law, Sanden International (Aust.) shall not be liable under this Warranty for any consequential loss or damage or any incidental expenses resulting from any breach of this warranty, including but not limited to, claims for damage to buildings, roofs, ceilings, walls, foundations, gardens, personal belonging or household effects, fixtures and fittings, or any other consequential loss, damage or inconvenience, either directly or indirectly due to leakage from the Sanden “Eco”® Hot Water Heat Pump System or component(s) in domestic use or any other matter related to the system or its operation.

17. The benefits conferred by this Warranty are in addition to all other rights and remedies in respect of the Sanden “Eco”® Hot Water Heat Pump System or component(s) in domestic use, which the purchaser has under the Competition and Consumer Act 2010 and consumer protection legislation of the States and Territories. Nothing in this Warranty has the effect of excluding, restricting or modifying those rights.

18. Goods presented for repair may be replaced by refurbished goods of same type rather than being repaired. Refurbished parts may be used to repair/replace the goods.

19. If the Customer has not paid in full for the Sanden “Eco”® Hot Water Heat Pump System or component(s) in domestic use then this Warranty does not apply (Proof of purchase is a MUST).

20. The Sanden “Eco”® Hot Water Heat Pump System and its components or component(s) in domestic use are covered by a warranty against defective factory parts or workmanship from the date the Sanden Eco Plus Hot Water Heat Pump System or component(s) in domestic use, is installed, for the relevant period for such component, as outlined in Table 1.If the date of installation is unknown, the Warranty commences three (3) months after the date of manufacture.

21. Sanden International (Aust.) goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

22. Sanden “Eco”® Hot Water Heat Pump System is covered by Sanden International (Aust.) for any cost of labour and parts in the event of a Component failure due to any defects that may arise either from workmanship and or faulty material.

23. Sanden International (Aust.) does not accept liability for consequential damage or any incidental expenses resulting from any breach of the Warranty.

Warranty Exclusions

1. The Sanden International (Aust.) warranty does not cover the following:
   1. Subject to any statutory provisions to the contrary, this warranty excludes any and all claims for damage to furniture, carpets, walls, foundations or any other consequential loss either directly or indirectly due to leakage from the Sanden “Eco”® Hot Water Heat Pump System, or due to leakage from fittings and/or pipe work of metal, plastic or other materials caused by water temperature, workmanship or other modes of failure.
   2. Warranty does not cover any faults that may arise from connecting to a water source that is unfiltered such as dams bore water, rain water, rivers etc.
2. The warranty will be rendered void in the following circumstances:- 
   1. Failure due to misuse, natural disasters, Acts of God, accidental damage, installation by an installer who is not authorized to install a Sanden Eco Plus Hot Water Heat Pump System or incorrect installation and attempts to repair the System, by an unqualified person.
   2. Repairs and service carried out by a person who is not an Authorized/accredited Sanden Dealer/Installer.
   3. Faults caused by incorrect installation, water problems and or electricity supply.
3. Where the Sanden Eco Plus Hot Water Heat Pump System is installed in a position that does not allow safe, ready access, the cost of accessing the site safely, including the cost of additional materials handling and/or safety equipment, shall be the owner’s responsibility.
4. This Warranty does not apply to any defects or damage NOT due to faulty factory parts or workmanship including, but not limited to, defects or damage caused by or resulting from:-
   1. Accidental damage, storm damage, vandalism, failure due to misuse or abuse, or neglect of any kind.
   2. Incorrect or improper installation of the Sanden Eco Plus Hot Water Heat Pump System, including but not limited to, installation otherwise than in accordance with the instructions contained in the Installation manual supplied by Sanden International (Aust.) or incorrect system selection.
   3. Alteration or repair of the Sanden “Eco”® Hot Water Heat Pump System other than by an authorised/accredited Sanden Dealer/Installer.
   4. Attachment of any parts or accessories other than those manufactured or approved by Sanden International (Aust.).
   5. Freezing in regions with minimum temperatures below -10 C.
   6. The power supply to the Sanden “Eco”® Hot Water Heat Pump System being cut; plus (a) power surges; (b) animals, birds and/or rodents;
   7. Excessive water pressure, negative pressure (partial vacuum), excessive temperature, corrosive atmosphere.
   8. Faulty plumbing and/or electrical wiring.
   9. Sludge/sediment as a result of connection to a water supply from unfiltered or untreated sources (ie. spring, dam bore water, rain water, river or town supply from a bore).
   10. Contamination and corrosion from particles in the water supply.
   11. Serial tags/stickers on any of the components being removed or defaced.
   12. The Sanden “Eco”® Hot Water Heat Pump System being relocated from its original point of installation.
5. Where it is found there is nothing wrong with the Sanden “Eco”® Hot Water Heat Pump System; where the complaint is related to excessive discharge from the temperature and/or the pressure relief valve due to high water pressure; where there is no flow of hot water due to faulty plumbing; where water leaks are related to plumbing and not the Sanden “Eco”® Hot Water Heat Pump System or its components; where there is a failure of electricity or water supplies; where the supply of electricity or water does not comply with relevant codes or acts.
6. The Condensate drain has not been installed or blocked or corroded.
7. Where the Sanden “Eco”® Hot Water Heat Pump System has rusted as a result of a corrosive atmosphere.
8. Where the unit fails to operate as a result of ice formation in the pipe work to or from the Sanden “Eco”® Hot Water Heat Pump System.
9. Where the Sanden “Eco”® Hot Water Heat Pump System is located in a position that does not comply with the Sanden “Eco”® Hot Water Heat Pump System installation instructions or relevant statutory requirements, causing the need for major dismantling or removal of cupboards, doors or walls, or use of special equipment to bring the Heat Pump Water Heater System to floor or ground level or to a serviceable position.

10. Repair and/or replacement of the Sanden “Eco”® Hot Water Heat Pump System due to scale formation in the waterways or the effects of either corrosive water or water with a high chloride, low pH level and unacceptable Langeliers index (LSI) when the water heater has been connected to a scaling or corrosive water supply or a water supply with a high chloride, low pH level and unacceptable Langeliers Index (LSI), as outlined in the Owner’s Guide and Installation Manual.

11. Where the Sanden Eco ® Hot Water Heat Pump System or its components have failed directly or indirectly, as a result of inclusion in either a Ring Main system or an Off Grid application.
12. Where the Sanden “Eco”(r) Hot Water Heat Pump System or any of its components has failed directly or indirectly as a result of excessive power surges, lightning strikes, or high voltage “fusion” of components on the PC Boards.
13. Warranty service is provided to the original owner of the Sanden Eco Plus Hot Water Heat Pump System only.

Importance of Water Quality

1. It is recommended that an analysis of the water from a rainwater tank be conducted before connecting this type of water supply to the system.

2. Where the chloride level exceeds 200 mg/litre or Water Hardness level exceeds 200 mg/litre warranty does not apply to the heat pump unit and tank unit.

3. No warranty applies to the heat pump unit and tank unit where the pH is less than 6.5 or more than 8. 

4. Where there is a changeover from one water supply to another, (e.g. a rainwater tank supply, desalinated water supply, public reticulated water supply or water brought in from another supply), then water chemistry information should be sought from the supplier or the water should be tested to ensure it meets the warranty requirements in this installation manual.

Figure 1: Water Quality Requirements For Sanden Eco Plus Hot Water Heat Pump system

Total Dissolved Solids: 600 mg/L or ppm
Total Hardness (CaCO3): 200 mg/L or ppm
Electrical Conductivity: 850 μS/cm
Chloride: 300 mg/L or ppm
pH Level: Min 6.5 to Max. 8.0
Magnesium: 10 mg/L or ppm
Sodium: 150 mg/L or ppm
Iron: 1mg/L or ppm
Alkalinity (as CaCO3): 200 mg/L or ppm
Dissolved (free) CO2: 25 mg/L or ppm
Langeliers Index (LSI): -0.3 to +0.3

Warranty Registration 

Please complete the Warranty Registration form with details of your purchase in order to register your system for warranty purposes.