Warranties & Guarantee Information

Rapid Hot Water only uses quality Watermark Certified and Australian Standard parts in our installations.

In the rare occasion that something does go wrong, you are covered by different warranties and protections, depending on your problem.

Consumer rights and guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Any warranties provided by Rapid Hot Water and our manufacturers are in addition to the rights you receive under consumer protection laws. All warranties begin from date of purchase (invoice date).

Original purchaser and installation

Warranties only apply to the original purchaser from where the purchase was made from our website www.rapidhotwater.com.au or via a Rapid Hot Water employee and is strictly non transferable.

Your warranty only applies to the original installation. If your hot water system has been moved, altered, defaced or had the serial number changed, your warranty is void.

Why?

Almost all hot water system manufacturers require their products to be installed by a licensed electrician, plumber or gasfitter, in a way that complies with a whole host of building standards and state government regulations. If there have been changes after our installation (including by other tradespeople), we can't be expected to warrant another people’s work.

Proof of purchase and assessment

Proof of purchase (invoice or order confirmation) must be given when requesting warranty repair or replacements.

Change of mind purchases

Please research your options beforehand to make an informed decision. We are hot water system installers, not retailers. Once your unit is installed, you can't "return" the hot water system because you don't like it. A common issue is when a customer buys a unit that is too small for their needs.

Workmanship claims

If there is a problem with our workmanship, it is normally immediately apparent and we will return and rectify the work at no cost to you. If you have preferences for your installation, please be present to discuss.

Please be aware, we will not reimburse you if you hire another trades-person instead.

Manufacturer warranties

We sell hot water systems only from reputable brand name manufacturers. Warranties varies between manufacturers and products, but there are three types of warranties offered being cylinders, heat exchangers, parts & labour warranties.  There are normally differences between domestic and commercial use (which is lower).

Cylinder warranties

Cylinder warranties range from 5 to 12 years and apply to electric storage, gas storage and heat pumps. It normally covers things like cracking, splitting and cylinder leaks. All manufacturers require new valves to be installed at the time of installation.

Cylinder warranty claims will need to be lodged directly with the manufacturer with your original proof of purchase.

Heat exchanger warranties

Continuous flow hot water systems have heat exchangers that transfer heat from the burnt gas into your water. As this is a major part, heat exchanger warranty claims will need to be lodged directly with the manufacturer with your original proof of purchase.

Parts and labour warranties

Most major manufacturers offer a parts and labour warranty on their hot water units. This is to cover repairs or replacement of faulty components free of charge including labour.

Common exclusions

While this may seem like common sense, there are some common warranty exclusions that all manufacturers have including:

  • Non-licensed installations (don't get your mate to do it)
  • Acts of god including freezing
  • Power surges and hard water
  • Circuit breakers tripping (Electrical system overload or fault)
  • Getting the unit stolen
  • Abuse or alteration (Don't fiddle with the unit or how its installed)
  • Fair wear and tear (The paint or finish will eventually fade)
  • Fire (Don't set your unit on fire or keep anything flammable near it)
  • Insect infestation (Keep it free from insects like ants and wasps, these can cause fires)
Valves and bases

If you want to hot water system to last invest in new valves and a base or mount.

Valves

If you want your manufacturer warranty to be valid, it is a good idea to get new valves with your installation - Pressure relief valve, continuous flow valves, pressure limiting valve, tempering valve, isolation and non-return valve.

Why?

Valves help hot water systems run within their design limits. Your unit will last longer and it is a requirement for many manufacturer warranties.

Some council areas require a cold-water expansion control valves (ECV) to be installed. This valve dumps cold water (versus hot water) to relieve pressure during normal heating cycles. This saves energy and increases the life of your pressure relief valve. Please note that the ECV is not included in the valve pack, as its application is rare in Sydney. If you need an ECV valve, your installer will advise you on the day, the cost will vary depending on the model of your unit.

Hot water system bases

All manufacturers require their units to be installed inline with Australian Standards, state and local government regulations.

It is common sense, your warranty won't cover the bottom rusting out, if it is sitting in the dirt. Give your new system the best chance of lasting the distance. Support your new hot water system with a concrete base.

Making a claim

Submit all workmanship and warranty claims through the form below.

Depending on the age of your unit & your problem, you may be directed to claim directly through the manufacturer.  

Please complete the form details below, including photos and a description of the problem: