Warranty for business
About Emerald Warranty
Emerald is committed to quality and performance, and has dedicated Manufacturer Warranty relating to all products bearing the Emerald brand.
Here is a link to our consumer warranty page which shows our commitment and outlines your entitlements under manufacturer coverage and the Australian Consumer Law.
It is expected that consumers contact their installation company first as they will attempt to resolve the issue, and Emerald should only become involved if the issue requires warranty support that the Installer cannot address.
Warranty Process
If it has been determined that the installer is unable to resolve the issues, the following process will be required to claim on Emerald warranty:
- A support ticket will be required to be raised via the Emerald Support Portal. All mandatory fields must be completed and photos can be attached to the ticket. Training on this process can be provided if needed.
- If you experience technical difficulty and cannot submit a ticket, please email [email protected] providing as much information as possible, and a member of the team will contact you. Requests submitted via the portal with full details are the preferred process, and do receive priority over emails.
- All tickets will be processed based on urgency and impact to consumers.
- An initial remote assessment will be made using trouble shooting guides, and contact will be made with end users to seek further information if needed.
- If a service call is deemed necessary, Emerald will coordinate this with the end user and an update will be made on the service ticket.
- If a unit is received damaged, the installer should report it to Emerald via phone, or [email protected] immediately. Please share photos of the unit and the carton so a root cause analysis can be conducted. It is strongly recommended that installers do not cut cartons until they have inspected the product inside, as damaged units are expected to be returned in original packaging at Emerald’s cost (as per Emerald policy).
- If a damaged unit is installed without notifying Emerald, all future end user concerns or compensation claims become the responsibility of the Installer.
- Replacements can only occur after approval has been given by Emerald. If this process is not followed by the Installer, we will not be liable to replace the unit for them.
Important: contact your installation company first
For issues with any Emerald solutions that were installed by a professional installer, please contact the installer first. The installer will attempt to resolve the issue. Emerald will only become involved if the issue requires warranty support that the installer cannot address.
Smart Tech and Lighting Warranty
Warranty periods
In addition to your consumer guarantees, Emerald offers manufacturer’s warranties for the following products:
- Smart Tech solutions: Warranty under the standard Australian consumer Law.
- Lighting and other: Warranty under the standard Australian consumer Law.
Product eligibility and maintenance requirements
Products not updated with regular firmware (hardware) and app (software) updates, or not used in accordance with usage guidelines, may not qualify for a warranty replacement. For instance, the Emerald Energy Management System App (Emerald App) should sync daily with the Electricity Advisor to ensure optimal function. If you are experiencing any issues with the Emerald App, AC Link, Live Link or Electricity Advisor, please first visit the technical support and FAQs pages via our support centre where we can support you with any technical issues.
Claims process for smart tech and lighting
- Contact Emerald Customer Support via our support centre.
- Provide proof of purchase and details of the issue.
Limitations
This warranty does not cover:
- Freight, return delivery, or transportation costs, unless pre-authorised.
- Service call fees outside the Labour Warranty Period.
- Damage from misuse, neglect, vandalism, or acts of God.
- Fair wear and tear, rust, corrosion, or repairs by unauthorised repair agents.
Contact us
For questions regarding our warranty policy, please reach out to Emerald Customer Support via our support centre or at:
Emerald | Warranty Claims
Level 2, 12A Rodborough Road, Frenchs Forest
New South Wales 2086