Duracell Energy Bank 2 – Manufacturer’s Warranty
1.1 In this warranty, terms have the following meanings:
a) Authorised Partner; Distributors, technicians, installers or service agents authorised by Social Energy to sell,
install, repair or service Social Energy and/or Duracell equipment;
b) Authorised Repairer; Authorised Partners authorised by Social Energy to repair or service Social Energy and/or
c) Battery Energy Storage System or BESS: Equipment consisting of an inverter, battery management system and
one or more battery modules which functions to store energy and release it in a series of charge and discharge
d) Customer: The purchaser of the Equipment, for whose benefit the Equipment is brought into service and where the
purchase of the Equipment is not for the purpose of resupply or resale;
e) Equipment: The products described in this owner’s manual, as first delivered to the Customer and or any
replacement or repaired product provided to the Customer under the terms of this warranty;
f) Full Cycle means a full charge and discharge cycle of a BESS where the discharge is from full capacity down to the
rated depth of discharge and the charge returns the battery to full capacity. A cycle can similarly be made up of any
number of fractions of a cycle which, when aggregated together, constitute a full charge and discharge.
g) Installation Registration: The registration of the Equipment during the commissioning and installation process
whereby details such as serial number and property address are entered into the Social Energy database by the
installer via a web portal or applications interface; and
h) Social Energy: Social Energy Australia Pty Ltd, ACN 631 510 042.
1.2 This warranty is given to the Customer in respect of the Equipment. To the extent permitted by law, the warranty will not
transfer to any subsequent purchasers of the Equipment without the prior, written consent of Social Energy. Such consent
will not be unreasonably withheld.
1.3 In the event of a transfer of title over the property on which the Equipment is installed, the warranty will transfer to the new
owner of the property only after written advice from the individual(s) transferring ownership of the sale or transfer, the
receipt of contact details of the new owner and confirmation that all manuals and warranty documents have been supplied
to the new owner by the individual(s) transferring ownership.
1.4 If the Customer subsequently purchases additional Equipment, Social Energy or its Authorised Partner will issue new
warranty documents in respect of each new Equipment which will be subject to the terms and conditions of the warranties
2. Warranty Details
2.1 If the Equipment develops a fault or defect (as determined by Social Energy) during the warranty period, and subject to the
terms and conditions within this document, Social Energy will replace or repair the Equipment. Equipment may be
replaced at the discretion of Social Energy by a new or refurbished item of the same type being repaired, being of a similar
or superior condition, age and function.
2.2 Subject to the terms of paragraph 2.1, due to the duration of the warranty and the nature of technological changes and
advancements, the replacement Equipment may be of a different appearance and may be functionally different to the
warranted Equipment. Interaction through technologies such as mobile device Apps may differ and any stored historical
data may be unable to be preserved.
2.3 Social Energy offers this warranty in addition to any guarantees imposed by any applicable State, Territory or Federal
legislation, including the Competition and Consumer Act 2010 (Cth).
2.4 The warranty period commences on the date that the Equipment is first brought into service as recorded during the
installation and commissioning process. The warranty period ends after whichever occurs first: (i) 10 years from the date
of commencement of the warranty; or (ii) 6000 Full Cycles of the BESS. Battery modules forming part of the BESS are
warranted to retain not less than 60% of their original usable capacity at the end of the warranty period.
2.5 Where Equipment is replaced or repaired under this warranty, the balance of the original warranty period will apply. The
replacement parts do not carry a new warranty.
2.6 The warranty does not cover:
a) any Equipment where:
i) it has not been installed by an Authorised Partner certified by Social Energy to install the Equipment;
ii) it was installed in an unsuitable location according to the datasheet/specification set out in this owner’s
iii) the sealing of the Equipment has been damaged or compromised;
iv) it is installed in such a way as to be exposed to direct sunlight in temperatures greater than 40°C for a period
greater than 30 minutes;
v) it has been installed incorrectly or that has not been properly commissioned during the installation process;
vi) it has been used or maintained other than in accordance with the operating instructions or as set out in the
technical datasheet or specification provided with the Equipment;
vii) Mains Power has been disconnected from the Equipment for more than 10 days where the equipment
includes Battery Storage module and the Batteries were not switched off and where the Batteries have
viii) regular examinations of the equipment have not been carried out according to Social Energy’s instructions;
ix) it has not been continually connected to a reliable internet connection and where this lack is deemed by
Social Energy to have caused, contributed to or prevented the avoidance of a defect; or
x) the rating plate or serial number has been removed or altered.
b) damage to the Equipment or negligence on the part of the Customer;
c) normal wear and tear;
d) faults or defects caused by third parties including (but not limited to) freight companies, unauthorised installers and
unauthorised service agents;
e) damages caused by events beyond Social Energy’s control including (but not limited to) fire, flood, vandalism, theft,
lightening, hail, earthquake, exposure to a strong magnetic or electromagnetic field, or extreme weather or
f) any losses, damages, loss of data, loss of profits or any other indirect damages;
g) any costs or expenses incurred by any party for the procurement of alternate or substitute equipment or services;
h) damage caused by excess voltage from the electrical supply or power network which the Equipment is connected;
i) after the first 5 years of the warranty period any transport or travel costs incurred by any party in the repair or
replacement of the Equipment in excess of $250 per event or $500 annually; and
j) reasonable travel time costs incurred due to a technician travelling to a remote non-metropolitan area (being more
than 2 hours travel time).
3. Repair and refurbishment notices
3.1 If we opt to repair the Equipment in accordance with this document the repair of the Equipment may result in the loss of
any user-generated data. Customers should ensure that they have made a copy of any data saved on the Equipment.
3.2 Equipment presented for repair may be replaced by refurbished goods of the same type rather than being repaired.
Refurbished parts may be used to repair the Equipment.
4. Making a Warranty Claim
4.1 If there is a fault or defect within the warranty period, the Customer must stop using the Equipment and take steps to
isolate or switch off the Equipment.
4.2 The Customer must contact Social Energy immediately as they become aware of a fault or defect and must assist Social
Energy to understand and diagnose the problem as required. Such assistance may include taking photos or video,
switching equipment on or off and/or carrying out visual inspections of externally accessible parts of the Equipment under
the guidance of Social Energy support staff.
4.3 Warranty claims must be made within 3 months after the date on which the Customer becomes aware of the issue or after
which the issue becomes apparent.
4.4 When contacting Social Energy, the Customer must provide the following details;
a) name, address, phone number and email address for a contact person as well as the same details for the property
at which the Equipment is installed if different from the details for the contact person;
b) the Equipment model and serial number;
c) proof of purchase with date of purchase and details of the Authorised Partner from whom the Equipment was
d) installation date;
e) a complete description of the observed fault; and
f) photographs of the Equipment and its surroundings.
4.5 The warranty claim may be dealt with by Social Energy or its Authorised Partner, as follows:
a) accessing the Equipment through remote access in order to assess the warranty claim, and perform any repairs or
updates to its software; and/or
b) replacing or otherwise repairing the Equipment.
4.6 Any Physical repairs, replacement or collection of Equipment will be performed by Social Energy or one of its Authorised
Partners at the instruction of Social Energy. The repair, replacement or collection will be carried out at the original
installation address. Repaired or replaced Equipment will be delivered back to the Customer. Equipment which is not
covered under the warranty will also be delivered back to the Customer.
4.7 If a warranty claim is not covered, the Customer will be responsible for any freight, travel or labour costs incurred by Social
Energy or by any third party in dealing with the claim.
5. Guarantees under Australian Consumer Law
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.
6. Social Energy Contact Details
Website: www.social.energy Email: email@example.com
Address: Level 13, 465 Victoria Avenue, Chatswood NSW 2067 Phone: 1300 322 059