Understanding your Victron warranty

A warranty is most useful when you understand it before something goes wrong. Keep the purchase records, choose equipment suitable for its application and know where to start a support enquiry. Those practical steps make a future assessment easier to manage.

This guide summarises Victron’s commercial limited warranty, which preserves consumers’ statutory rights. Keep the applicable policy with your equipment records.

First, check which product you have

Victron's warranty overview gives a standard five-year period for its power products, with different periods for its own batteries: two years for lead-acid and three years for lithium. A different brand of battery has its own manufacturer's terms, even when connected to a Victron system.

Cover starts with the original end-user purchase, subject to Victron-invoice caps: 66 months for five-year products, 30 for lead-acid and 42 for lithium. Confirm your serial number’s dates with the supplier. See the policy.

Keep the original purchase invoice and a readable serial-number record together. If you are buying equipment that has been held in stock for some time, establish its warranty dates before purchasing. For used equipment, ask about the remaining cover and supporting documents; do not assume another purchase restarts the clock.

Arrange an extension early

Eligible five-year products can gain five years through Victron’s direct customers. Apply at least one year before expiry; the price is 10% of current net product price. Proof of working condition may be required.

Discuss this with your supplier while ordering, or well before the deadline. Ask for an actual quotation and confirmation against the product's serial number. The headline percentage is not a rand quotation for your installation. Keep the extension confirmation with the purchase record, and ask the supplier to explain the resulting end date.

Adding a product to a monitoring account is a separate task. If you want extended cover, explicitly ask the supplier to arrange and confirm that purchase.

Coverage depends on the cause and use

The policy covers manufacturing/material defects. Exclusions include unsuitable use or installation, impact, moisture/condensation, lightning, poor connections, alteration and unauthorised repair. Keep equipment closed while arranging assessment.

Model-specific instructions matter too. The Lithium Battery Smart manual, for example, sets conditions concerning the BMS, charging temperature and excessive discharge. Those are that product family's instructions; check the manual for your exact battery.

Likewise, the SmartSolar manual identifies excessive PV voltage as a potential source of damage outside warranty. Equipment selection, installation environment, correct configuration and operation within ratings belong in the commissioning discussion.

Battery claims also require evidence of correct use. Preserve monitoring history and commissioning records where available. Ask for help obtaining missing information rather than changing settings or clearing history in an attempt to remove an alarm.

Start with the seller and a clear fault record

Victron's support page uses the serial number to identify the original dealer. Begin with the place of purchase; if that route is unavailable, use Victron's support service for guidance.

Prepare a short description of what happened, when it started and what changed. Include the product model, serial number, purchase information, visible error messages and the main equipment around it. Photographs should be taken safely without removing covers. Our repair-enquiry checklist can help you organise the details.

Contact the team before removing or sending equipment. Agree the intake route, packaging instructions, any assessment charges and how findings will be communicated. If the system powers an essential operation, explain that early so you can discuss the practical arrangements during assessment.

Agree the work and the costs

Victron may repair, replace or issue partial/full credit. Removal, transport and reinstallation are excluded. Read the remedies and costs.

Ask for a clear distinction between the product decision and any site labour, courier or installation quote. Confirm what needs your approval before work starts. Assessment, parts availability and the appropriate remedy affect timing; establish expectations for your case with the team handling it.

Warranty repairs/replacements keep the remaining term, with a six-month minimum. Out-of-warranty repairs by Victron or its repair centres carry six months from delivery.

At Thanda, our approach brings quality products together with local support, training and repairs, and manufacturer escalation when needed. The useful result is an explained next step: what has been established, what still needs checking and who is responsible for the decision. Keep that record with your system documents.