Warranty & Claims – Red Earth Energy Storage – On & Off Grid Solar Storage Specialists

Welcome to RedEarth Support

Issues with your RedEarth system? Please contact your certified installer.
They are the experts on your system and environment.
If RedEarth installed your system, please contact us directly.

Making a warranty claim

At RedEarth, we strive to make the warranty claim process as clear and simple as possible. If your RedEarth system has encountered a problem, and is still under warranty, please follow the steps below.

Contact your certified installer or authorised reseller

Direction Arrows

Step 1

Send system ID and technical report from your installer to RedEarth

Direction Arrows

Step 2

RedEarth review your warranty claim and opens a case

Direction Arrows

Step 3

If approved, RedEarth coordinates everything!

Direction Arrows

Step 4

Peace of mind, built in.

RedEarth systems are backed by up to 10 years of warranty coverage and the support of our Australia-based team. With a dedicated warranty team on hand, we’re here to ensure your system runs reliably and you feel supported every step of the way.

Before submitting this warranty enquiry have you:

👉 Contacted your installer or reseller?
👉 Confirmed that the issue is related to hardware (software and technical issues can be escalated through the Technical Support page)?
👉 Confirmed that your RedEarth system is still under warranty?

Support that lasts as long as your system.

See system warranty information below. For our complete library of system documentation, please visit the Resource Centre.

BlackMax Warranty

BushChook Warranty

Dingo Warranty

Gecko Warranty

Troppo ULTRA Inverter Compatibility Statement

Troppo ULTRA Warranty

Terms and Conditions

Site Visits & Scheduling

Site visits depend on the availability of local installers and are the responsibility of the installer and system owner to arrange. If you require assistance locating a suitably qualified electrician, please let us know and we will be happy to assist. In some cases, a RedEarth employed electrician may be required to attend.

Site Visits and Costs

Site visits performed by Installers on behalf of RedEarth or RedEarth-employed electricians are covered under warranty only if a manufacturing fault is found and confirmed on your RedEarth system.

Faults found on peripherals not supplied or manufactured by RedEarth, including but not limited to generators, solar panels, network/data, switchboards, or building circuitry, are not covered under warranty.

The system owner is liable for all costs and will be invoiced by the Installer or by RedEarth Energy Storage directly.

Where a fault is deemed non-warrantable, and a RedEarth-employed electrician has attended, the following costs will be payable by the system owner to RedEarth Energy Storage:

– Electrician labour rate: $250 per hour

– Travel surcharge: $1.50 per kilometre for travel distances exceeding 50 km from RedEarth premises in Brisbane

– Additional surcharges may apply for incurred costs such as; tolls, parking, or specialised travel requirements (including flights, accommodation, meal allowances, etc. for remote locations)

RedEarth will provide a full site report. Costs and rates are set based on economic and industry factors and are subject to change.

Warranty Coverage – Site Visits

Site visits performed by Installers and/or RedEarth‑employed electricians are covered under warranty only where a manufacturing fault is found and confirmed on your RedEarth system.

Non‑Warrantable Faults

Faults relating to peripherals not supplied or manufactured by RedEarth—including but not limited to generators, solar panels, network/data equipment, switchboards, or building circuitry—are not covered under warranty.

Non‑Warrantable Site Visit Costs

Where a fault is deemed non‑warrantable, the system owner will be liable for all costs and will be invoiced directly by the Installer and/or RedEarth Energy Storage where a RedEarth electrician has attended.

Site Reporting

Installers will provide a full site report following any site visit requested by RedEarth Energy Storage. Site Reports can be submitted here or sent directly to RedEarth Support at support@redearth.energy

Replacement Parts

Replacement components are subject to availability and may require RedEarth to liaise directly with original equipment manufacturers. Timeframes will be provided as soon as possible. All faulty units must be retained for collection by RedEarth.

Warranty & Invoices

Where warranty applies, RedEarth will cover approved site visit and freight costs. Invoices must be submitted to RedEarth for approval using the applicable Case Number as a reference.

Please email to ems+redearth+157+invoice@ems.expense-manager.com

RedEarth reserves the right to reject invoices where warranty coverage is void, expired, or not applicable. Please refer to your system’s warranty documentation for full terms and conditions.

Upgrades & Out‑of‑Warranty Items

RedEarth does not sell directly to the public. For system upgrades, battery expansions, or out‑of‑warranty replacements, please contact an authorised RedEarth installer or licensed solar electrician.

Approved Work Only

All work on a RedEarth system must be carried out by an appropriately licensed and certified electrician. RedEarth is not liable for unauthorised repairs, modifications, or works completed without approval.