WARRANTY POLICY

Victron Energy warrants its products to be free from defects in workmanship and materials for a period of 5 years from the date of purchase by the end-user, with a maximum of 66 months from the Victron Energy invoice date. Exceptions on this are: lead-acid batteries; 2 years from date of purchase by the end-user, with a maximum of 30 months from the Victron Energy invoice date,
Lithium batteries; 3 years from date of purchase by the end-user. In addition to this, proof of correct battery usage is required when making a battery warranty claim.

For a 10% surcharge on the net price for products that came with a 5-year warranty, an additional 5 years of warranty can be purchased, bringing the total warranty to 10 years. Warranty extensions need to be applied for ultimately one year before expiration of the original term.

During the warranty period, Victron Energy will, at its discretion, repair, replace or credit the defective product free of charge. The warranty does not include performing or reimbursing de‐installation, transportation, and re‐installation. This warranty will be considered void if the unit has suffered any physical damage or alteration, either internally or externally, and does not cover
damages arising from improper use like:
• Reverse of battery polarity.
• Inadequate connection.
• Mechanical shock or deformation.
• Contact with liquid or oxidation by condensation.
• Use in an inappropriate environment(dust, corrosive vapor, humidity, high temperature, biological infestation…).
• Breakage or damage due to lightning.
• Connection terminals and screws destroyed or other damages, like overheat, due to insufficient tightening.
• For any electronic breakage except due to lightning (reverse polarity, over‐voltage due to external cause), the state of the
internal control diode and/or the input/output X and Y capacitors determine the warranty.

This warranty will not apply where the product has been misused, neglected, improperly installed, or repaired by anyone else than Victron Energy or one of its authorized Repair Centres. In order to qualify for the warranty, the product must not be disassembled or modified.

Repair, replacement or credit are our sole remedies and Victron Energy shall not be liable for damages, whether direct, incidental, special, or consequential, even caused by negligence or fault.

Victron Energy owns all parts removed from repaired products. Victron Energy uses new or reconditioned parts made by various manufacturers when performing warranty repairs or building replacement products.

If Victron Energy repairs or replaces a part of a product, its warranty term is not extended regardless if the product is still within a 5-year warranty period and if the 5-year was upgraded to a 10 year warranty period, even after the first claim (It is not an endless warranty term.)

All remedies and the measure for damages are limited to the above.

Victron Energy shall in no event be liable for consequential, incidental, contingent or special damages, even if having been advised of the probability of such damages. Any and all other warranties expressed or implied arising by law, course of dealing, course of performance, usage of trade or otherwise, including but not limited to implied warranties of merchantability and fitness
for a particular purpose, are limited in duration to a period of five (5) years from the date of purchase, with the exception of batteries. For lead acid batteries a two (2) year period applies and for lithium batteries a three (3) year period applies.

Life Support Policy
As a general policy, Victron Energy does not recommend the use of any of its products in life support applications where failure or malfunction of Victron Energy’s product can be reasonably expected to cause the failure of the life support device or to significantly affect its safety or effectiveness. Victron Energy does not recommend the use of any of its products in direct patient
care. Victron Energy will not knowingly sell its products for use in such applications unless it receives in writing assurances satisfactory to Victron Energy that the risks of injury or damage have been minimized, the customer assumes all such risks, and the liability of Victron Energy is adequately protected under the circumstances.
As a product requires service, it must be brought back to the place of purchase. In case no contact can be taken with the merchant, or if he is either unable or not allowed to provide service, direct contact should be taken with Victron Energy.

Warranty on repairs for products outside their warranty period
The warranty period on products that are outside their warranty period and have been repaired by Victron Energy or one of the Victron Energy Repair centres is six (6) months from delivery. The same applies to spare parts and circuit boards that have been supplied or repaired by Victron Energy.

Transport
It is the responsibility of the sender to sufficiently package these products. The transport must be organized in a way to avoid any damage, especially when a single unit or heavy unit is sent.

Warranty and service guidelines

To get an idea of the age of the unit, rather than getting the date of the original invoice, you can also look at the serial number.

The first two digits stand for the production year and the next two digits stand for the production week.

For example: serial number 10110100380 means that this unit was build in 2010, in week 11 of that year.

We expect from our customers that they perform the first line of service.

This means that our “direct” customers are responsible to not send nonwarrantable units to our to a repair agent or to the service department. If the repair agent or service department received a non-warranty unit they are obliged to charge you with investigations cost.

Also communicate this to your installers. Don’t get caught up in situations where the installer returns a product and it turns out that the unit is not faulty or has a fault that is not covered under warranty.

Water damage – not warranty

The unit needs to be checked internally and externally. Be aware that the external evidence is usual removed by the customer. It is therefore very important that an internal visual check is performed. Please pay special attention to corrosion or dried water marks. Also inspect on and around the circuit boards or on any mechanical parts.

Reverse polarity – not warranty

Reverse polarity is when the negative battery cable is connected to the positive terminal and vice versa Most of the time people do not purposefully mix up the cables, but reverse polarity can also be caused by a wiring mistake or wrongly labelled cables Reverse polarity can usually only be detected by a repair agent. In some cases the customer will tell you about it, or you might notice the wiring mistake yourself

Lightning strikes and power surges – not warranty

Lightning strikes and power surges are not always evident when inspecting a unit This can usually only be detected by a repair agent. But in most cases the customer will tell you about is, or many more electrical devices broke down at the same time

Insects and other pests – not warranty

Insects and other pests, even geckos and mice can get into the unit and cause a short circuit someplace inside the unit.
In most cases they are only visible after opening the unit and when closely inspecting inside.

Mechanical damage – not warranty
Mechanical damage can be anything from clearly dented cases, to accidental holes drilled into the units casing, straight through an essential internal part.It is therefore necessary to always thoroughly visually inspect the outside and inside of the unit. Also look for loose items present inside the unit, like foreign items such as metal filings and bits of
electricity cable. Another item that gets easily damaged are the AC and DC connectors. The bolts and screws that make up these connectors are made of copper and can break when excessive force is applied when tightening.

External factors – not warranty
A Victron Energy product is nearly always part of a system. It is therefore necessary to pay special attention to that system. A unit can appear to be faulty, while in reality an external factor can be the cause of this fault.
Some examples
• Empty or bad batteries
• Blown fuses and circuit breakers
• Bad or insufficient thickness AC or DC wiring
• AC wiring mistakes
• Bad or faulty generators
• Too large, faulty or short-circuiting AC loads

Lodging a warranty claim

Info to include in a warranty claim

Please make sure when lodging a warranty claim to always include the
following:
• Article number
• Product description
• Serial number
• Firmware version (if applicable)
• Concise fault description
• Contact person details

Firmware number and serial number

The article number, the serial number and the product description can be found on the sticker on the back of the unit and in our larger models also on the inside of the unit, visible after the front plate is removed.

The firmware version can be found on a sticker on the large black chip on the control circuit board.

Warranty approved

The outcome can be any of the following:
• The service department will send you a replacement unit
• The service department will instruct you send the faulty unit to one of our service agents for repair
• The service department will send you replacement circuit board(s). This is only applicable if you are able to repair the unit yourself.

The outcome can be any of the following:

• You can choose to have the faulty unit repaired by one of our service agent at cost.
• We can send you replacement board(s) at cost
• In some cases we can make an offer for a replacement unit for a special price.

Sending units for repair

When sending faulty units to our Service Partners agents, please accompany the shipment with a copy of RMA packing list
Please note that Victron energy does not refund any warranty related shipping costs.
We also do not refund any cost made by installation and un-installation of our products.

Do not add manuals, non-original cables or mounting materials to the package.
Exceptions:
-When returning a VGR2 or VER, please include all cables.
-When returning a BMV you only need to send the BMV display and the shunt PCB. It is not necessary to send the coppery part of the shunt or the wiring

Packaging instructions

Where possible use the original box

Care for proper packaging to prevent damage; it is good practice to wrap the product in plastic or foil.

Packages over 25 kg must be shipped on a pallet