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Every heat pump installation in New Zealand involves two distinct warranty types that are often conflated but are entirely separate.
This is the warranty provided by the brand that made the unit Mitsubishi Electric, Daikin, or Panasonic in Varcoe’s case. It covers defects in the equipment itself: a compressor that fails prematurely, a PCB that develops a fault, a fan motor that stops working when it should not.
Manufacturer warranty periods in New Zealand currently sit at five years for most residential units, though this varies by brand and model. Some brands split it further for example, five years on parts but a shorter period on specific components like compressors. Check your documentation carefully because “five-year warranty” does not always mean every component for five years.
What the manufacturer warranty does not cover: physical damage from installation, damage caused by incorrect use, wear items like filters, faults caused by inadequate servicing, or damage from external events like flooding or power surges.
This is the warranty provided by the company that installed the unit, covering the quality of the installation work itself. If a refrigerant pipe connection develops a leak because it was not properly sealed during installation, or a drain line was pitched incorrectly and causes water damage, that falls under the installer’s workmanship warranty rather than the manufacturer’s.
Workmanship warranty periods vary significantly between installers. Some offer one year, others offer two, and a small number offer five years or more. Varcoe provides a five-year workmanship warranty on installations which aligns with the manufacturer warranty period and means you have full coverage on both equipment and labour for the same period.
This is worth checking before you choose any installer, because a cheap installation with a short workmanship warranty can become very expensive if a problem emerges in year two or three.
Under a standard manufacturer warranty for a residential heat pump in New Zealand, you can generally expect coverage for:
Parts that fail due to manufacturing defects including compressors, PCBs, fan motors, heat exchangers, and other internal components that fail during normal use within the warranty period.
Labour costs for warranty repairs most NZ manufacturer warranties include the cost of a technician attending to diagnose and replace a faulty component, though this sometimes has geographic or call-out limitations.
Replacement of the unit in cases where a fault cannot be repaired and the unit is still within the warranty period, replacement is usually covered.
Under a workmanship warranty from your installer, coverage typically includes:
Refrigerant leaks caused by improper pipe connections or fittings at the time of installation. Any water ingress or drainage issues traceable to incorrect installation. Electrical faults caused by improper wiring. Brackets or mounting that fails due to incorrect installation technique.
This is the section most people wish they had read before calling a warranty claim.
Lack of servicing. This is the most common reason warranty claims are declined. Manufacturers specify that units must be professionally serviced at regular intervals typically every one to two years to maintain warranty validity. If a compressor fails in year four and the unit has never been serviced, the manufacturer can reasonably decline the claim on the basis that inadequate maintenance contributed to the failure.
Booking your heat pump for regular servicing and maintenance is not just good practice it is a warranty requirement. Keep the invoices as proof.
Physical damage. If the outdoor unit is hit by a falling branch, damaged by flooding, or impacted in any way, that is not a manufacturer defect and is not covered. This typically falls under your home and contents insurance instead.
Incorrect installation by an unqualified person. In New Zealand, heat pump installations must be carried out by a registered and certified installer. If you have had a unit installed by someone without the appropriate certification and a fault develops, the manufacturer can decline the claim. All Varcoe installers are fully certified and registered, and every installation is documented.
Consumable and wear items. Filters are considered consumable items and are never covered under warranty. Cleaning and replacing filters is owner maintenance. Similarly, remote control batteries, cosmetic scratches, and surface corrosion from coastal environments are typically excluded.
Coastal and corrosive environments. This one surprises some homeowners. If your property is within a certain distance of the coast typically around 500 metres from salt water, though this varies by manufacturer you may need to specify a coastal-rated or marine-grade unit. Standard units installed in coastal environments can corrode faster than expected, and manufacturers may decline warranty claims if the unit was not the appropriate specification for the location.
Power surges and electrical events. Damage from a power surge or lightning strike is an insurance matter, not a warranty matter. If you live in an area prone to voltage fluctuations, a surge protector on the circuit is worth considering.
Unauthorised repairs or modifications. If anyone other than an authorised service agent opens the unit and attempts a repair, the warranty on that unit is typically voided in full. If something goes wrong, call the installing company or an authorised service agent rather than attempting to address it yourself.
The process is straightforward when both parties understand what is covered. You contact your installer, describe the fault, and they arrange for a technician to attend. The technician diagnoses the issue and determines whether it is a manufacturing defect covered under the manufacturer warranty, an installation issue covered under the workmanship warranty, or something outside warranty coverage entirely.
Where it gets complicated is when there is ambiguity for example, a fault that could be attributed either to a manufacturing defect or to inadequate servicing. This is where having documentation matters: records of your annual services, a copy of your installation certificate, and any correspondence about the unit.
The other complication is when the original installer is no longer in business or difficult to reach. This is a genuine risk with any trade service. Varcoe has been operating continuously since 1975, which means if you have a warranty issue five years after your installation, we are still here to deal with it.
A few practical steps that protect your coverage:
When you install a heat pump through Varcoe, the coverage breakdown is:
Five years on parts and labour from the manufacturer (Mitsubishi Electric, Daikin, or Panasonic, depending on the unit installed). One year workmanship warranty from Varcoe on the installation itself. All installs carried out by certified and registered technicians, with full documentation provided.
If something goes wrong within that period, contact us directly and we will assess it and manage the process on your behalf whether the fix falls under manufacturer warranty, workmanship warranty, or requires a service call.
Most residential heat pump manufacturers in NZ provide a five-year warranty on parts and labour for domestic installations. The exact terms vary between brands and models, so check your specific documentation. Workmanship warranties from installers vary Varcoe offers one year.
Generally yes, for in-warranty faults caused by manufacturing defects or installation issues. Some manufacturers may apply geographic or call-out conditions. Check your warranty documentation or ask your installer before assuming full coverage.
Most manufacturer warranties in NZ are attached to the unit and the installation address, not the owner. If you sell your property, the remaining warranty typically transfers to the new owner. Check your specific warranty terms to confirm this.
Most manufacturer warranties require servicing by a qualified technician but do not necessarily restrict you to the original installer. However, using an authorised service agent reduces the risk of any dispute. What will void your warranty is having unqualified work carried out or having someone open the unit without proper certification.
This depends on the specific warranty terms, but many manufacturers include a servicing requirement as a condition of warranty validity. It is worth checking your documentation. Going forward, booking a professional service now will protect your coverage for the remaining period and is worthwhile regardless of warranty status.
Warranty disputes usually happen at the worst possible time mid-winter, when you need your heat pump most. Understanding your coverage now, keeping your servicing up to date, and choosing an installer who will still be around to honour their workmanship warranty a year are the three things that protect you.
Varcoe has been installing and servicing heat pumps across Auckland since 1975. We back our installations with a one-year workmanship warranty and carry out all work to manufacturer certification standards so your equipment warranty stays intact from day one.
For new installations, servicing questions, or a warranty-related issue, get in touch with our team and we will help you work through it.
Most homeowners don’t realize they could be eligible for the Warmer Kiwi Homes grant. That’s up to $3,450 off a professional heat pump installation. Let us check if you qualify.
