Appliance Troubleshooting Self Service

Before submitting a warranty claim please see our self service help centre with articles about our appliances and products that cover basic troubleshooting and common issues.

Please check the help centre when you are experiencing issues with our appliances, it may be an easy to solve problem. If you don't find a solution to your problem, please proceed to submit a warranty claim.

Item Warranty

• Misuse of a product and/or use for which it was not designed
• Neglect, deliberate damage, failure to care for or maintain the product in an acceptable manner
• Unauthorised repairs or modifications to the product
• Minor imperfections not affecting performance or decorative value
• Damage caused after removal and reinstallation, for example when moving house
• The warranty is for personal or household use only.

Trade Depot Warranty

In general, the Trade Depot motto is: “When things go wrong, we’ll do our best to right them no matter who is at fault.” We will endeavour to assess each warranty claim on a fair basis and perform remedial actions as necessary to resolve the claim to your satisfaction.

By default, you are protected by the New Zealand Consumer Guarantees Act 1993. The Act specifies rights and remedies available to you if our goods fail to meet one or more of these guarantees. Trade Depot Limited, its warranties and its terms of sale will comply with all requirements of the Consumer Guarantees Act.

This specific warranty statement outlines terms, exclusions and guidelines over and above the standard consumer rights as stipulated by the New Zealand Consumer Guarantees Act 1993 and is applicable only to products purchased from Trade Depot Limited.

General Warranty Statement

For this product, Trade Depot Limited provides a 15 Year Warranty.

The warranty covers materials, workmanship and labour within these specified and respective timeframes. Where no labour warranty period is specified, a standard 12 months labour warranty is provided. The labour warranty is subject to terms outlined in the “Warranty Service Areas” section.

Trade Depot Limited will repair, replace or refund the item depending on how serious the fault is, except in circumstances outlined under “Warranty Conditions and Limitations”. We will endeavour to remedy the warranty claim within a reasonable timeframe. Where it is not possible to provide repair or replacement, we will offer a refund. If we offer a replacement and the specific product is not available or no longer manufactured, we reserve the right to provide a similar product.

Trade Depot Limited shall not be liable for consequential losses, damages, costs or inconvenience of any kind including loss of profit. In particular, Trade Depot shall not be liable for any loss, damage, expense, or inconvenience arising from:

a) the faulty installation of this Trade Depot product;
b) the combination, integration, or operation of this Trade Depot product with product not provided by Trade Depot;
c) where goods are used or adapted for a purpose for which they are not designed.

Proof of purchase is required for a warranty claim and warranties are not transferable. Contact Trade Depot Limited directly as soon as you can and generally before engaging tradespeople to service or repair your item.

• Phone 09 636 1111
• Email: [email protected]
• Email: Contact Us Page
• Submit a warranty claim

Warranty Conditions and Limitations

This product warranty does not cover:

• Normal wear and tear

Solar Product Warranties

Warranty Coverage
a. Product Replacement or Refund

• For the first 10 years, the warranty covers 100% of the product cost only (excludes labour and other associated costs) in cases of manufacturing defects or significant performance issues.
• From years 11 to 20, coverage decreases by 10% annually based on the original purchase cost: 
  • Year 11: 90% coverage
  • Year 12: 80% coverage
  • …continuing through to Year 20, which provides 10% coverage.

b. Performance Guarantee

• Solar panels are guaranteed to maintain at least 90% of their rated performance capacity for the first 10 years.
• From years 11 to 20, the panels are guaranteed to maintain at least 80% of their rated performance capacity.

c. System Performance Disclaimer

• Trade Depot advertises peak/optimal output values, but actual system performance will vary depending on factors such as weather, shading, and installation conditions. For example, an 8kW system may not always generate 8kW under real-world conditions.

Limitations and Exclusions

• The warranty excludes labour costs and other associated expenses.
• The warranty does not cover damage or defects caused by:
  • Improper installation, handling, or maintenance.
  • Environmental conditions such as storms, floods, or earthquakes.
  • Unauthorized modifications or repairs.
  • Normal wear and tear or cosmetic damage that does not affect performance.

Warranty Service Areas

In general, free warranty service areas include homes in central city suburbs/areas of Auckland, Hamilton, Tauranga, Mt Maunganui, Wellington and Christchurch (excluding outlining areas and Islands).

In these areas, Trade Depot will endeavour to repair, replace or service your warranty claim within a reasonable period.

In other areas, a travel surcharge and callout fees will apply which will be waived in a return-to-base situation.

Items to be serviced/inspected must be in a suitable (thoroughly clean) condition otherwise costs of cleaning and repair preparation may apply.

Repairs and repairers must be authorised by Trade Depot Limited otherwise their repair costs may not be covered in full by warranty. The amount covered will be assessed by Trade Depot Limited.

Standard service areas for air conditioners and heat pumps are:

• Auckland
• Hamilton
• Tauranga
• Rotorua
• Napier
• Palmerston North
• New Plymouth
• Wellington
• Nelson
• Christchurch
• Queenstown
• Dunedin
• Invercargill

Installation, Workmanship, Testing and Inspection before Commissioning

Installations and workmanship not carried out by personnel authorised by Trade Depot Limited are excluded by the provisions of this warranty. Please ensure you obtain a comprehensive written warranty from your tradesperson for all materials and workmanship completed and keep a copy of quotes, invoices, warranties and all correspondence.

All goods must be installed, serviced and/or operated by a qualified experienced tradesperson.

• Installations must comply with industry standards and normal practices including pre-installation inspection and checking and post-installation testing of all functions for failure. Failure to comprehensively inspect for defects/flaws before installation (and on immediate arrival) can in some circumstances limit your claim under this warranty. This is due to the Trade Depot Limited not having control/care or custody of the product.
• Sanitary, Plumbing and Drainage items must be installed by a registered industry professional.
• Electrical Installations must be undertaken by a licensed electrical worker and a Certificate of Compliance or Electrical Safety Certificate (including Registration / Practicing licence number) may be required.