Why warranties matter when you’re installing a heat pump
A heat pump is a significant purchase for most New Zealand homes, especially if you’re replacing an old wall heater, fitting one into a cold bedroom, or choosing a whole-house system. The unit itself is only part of the story. The quality of the installation affects how well it heats in winter, how efficiently it runs in humid summer conditions, and how long it lasts.
That’s why you should not look at the sticker price alone. A good heat pump installer should stand behind both the product and the labour. If something goes wrong, you want to know who is responsible for fixing it, how long the cover lasts, and whether you’re dealing with the manufacturer, the installer, or both.
In New Zealand, the three main protections to understand are:
- the installer’s workmanship guarantee - the manufacturer’s product warranty - your rights under the Consumer Guarantees Act 1993 (CGA)
The three layers of protection you should expect
Heat pump jobs usually involve more than one trade and more than one kind of warranty. A sensible quote should make the distinctions clear.
| Protection | What it covers | Who provides it | What to look for | |---|---|---|---| | Workmanship guarantee | Faults caused by poor installation, incorrect sizing, bad commissioning, leaks, noisy operation due to install issues, or unsafe work | The installer | Written terms, length of cover, what’s excluded, and who pays call-out costs | | Product warranty | Faults in the heat pump unit, remote, or manufacturer-supplied parts | The manufacturer or importer | Warranty period, registration requirements, proof of purchase, and approved service rules | | Consumer Guarantees Act | Products and services must be of acceptable quality, fit for purpose, and carried out with reasonable skill and care | Your legal rights against the retailer/service provider | Applies automatically; cannot be signed away by a trader |
These protections can overlap. For example, if the indoor unit leaks because it was installed badly, that is likely an installation issue. If the compressor fails due to a manufacturing defect, that’s more likely a product warranty matter. If the installer sold you a system that was obviously too small for the home, you may also have a CGA claim.
What a workmanship guarantee should cover
A workmanship guarantee is the installer’s promise that the job has been done properly. It is usually separate from the manufacturer’s warranty.
A solid workmanship guarantee should cover faults caused by the installation itself, such as:
- incorrect mounting of indoor or outdoor units - poorly flared pipe connections or refrigerant leaks caused by installation - incorrect electrical connection or wiring defects within the installer’s scope - poor drainage or condensate problems caused by the install - vibration, rattling or noise caused by improper fixing - failure to commission the system correctly - obvious air leaks or poor sealing around penetrations made during the work - insulation not reinstated properly after the install
For NZ homeowners, a workmanship guarantee is especially important because heat pumps are often installed in winter, when you’ll quickly notice if the system underperforms, cycles badly or struggles with damp and cold. A good installer should be prepared to return and correct workmanship faults without extra charge within the guarantee period.
What to ask before you accept a quote
Ask these questions in writing:
- How long is your workmanship guarantee? - What exactly does it cover? - Does it include follow-up visits and call-out costs? - If a problem turns out to be caused by the installation, will you fix it at no extra cost? - Who do I contact if there is an issue after the job is finished? - Is the guarantee transferable if I sell the house?
A one-year workmanship guarantee is common, but not the only reasonable option. The key is not the length alone, but the clarity of the wording and whether it is backed by a reputable business.
Understanding product warranties on heat pumps
Most heat pumps sold in New Zealand come with a manufacturer’s warranty, often ranging from five to ten years on certain parts when installed and serviced according to the manufacturer’s conditions. The exact terms vary by brand and model, and extended warranties are often conditional on using authorised installers or scheduled servicing.
Product warranties commonly cover:
- the compressor - electronics and control boards - motors and fans - defects in the indoor and outdoor units - some replacement parts
They usually do not cover:
- damage from poor installation - damage caused by neglect, lack of cleaning or missed servicing - incorrect use or misuse - storm, flood or power surge damage unless specifically included - cosmetic wear and tear
Common warranty conditions to check
Read the small print carefully. Watch for conditions such as:
- mandatory registration within a set time after installation - proof of regular servicing by a qualified person - use of approved refrigerant handling and installation practices - exclusions for unapproved modifications or moving the unit later - requirements to keep purchase and service records
If the installer supplies the unit as well as fitting it, they should explain whether the invoice is from them as retailer, installer, or both. That matters because warranty claims may need to go through the seller or the local distributor.
How the Consumer Guarantees Act protects you
The Consumer Guarantees Act applies to most heat pump purchases and installation services in New Zealand. It gives you rights that sit alongside any written warranty.
For products, the heat pump should be:
- of acceptable quality - fit for purpose - match the description or specifications you were given
For services, the installer must:
- use reasonable care and skill - complete the work within a reasonable time if no time is agreed - use materials that are fit for purpose if they supply them
This is important because a trader cannot simply avoid responsibility by saying, “the warranty has expired” if the problem is really a CGA issue. If the fault was present from the start, or the product or service was not up to standard, you may still have rights.
For example:
- If the installer recommended a unit for a large open-plan living area in Dunedin but it cannot adequately heat the space, you may have a CGA issue around fit for purpose. - If the unit was installed incorrectly and starts leaking water into the ceiling cavity, that is likely a service problem. - If the brand-new unit fails prematurely because of a manufacturing fault, the CGA may require a remedy even if the written warranty period is short.
The licensing and compliance checks that matter
Warranty paperwork is important, but so is lawful, competent installation. In New Zealand, some parts of heat pump installation are restricted work.
Check that the installer can properly handle the parts of the job that require regulation or specialist competence:
- **Electrical work** must be carried out by, or under the supervision of, a person authorised under the **Electrical Workers Registration Board (EWRB)** framework. - **Plumbing, gasfitting and drainlaying** are restricted work under the **Plumbers, Gasfitters and Drainlayers Board (PGDB)**. - **Building work** associated with penetrations, structural alterations, mounting on certain surfaces, or alterations to moisture barriers may need to comply with the Building Act, and in some cases a **building consent** from the local council may be required.
A reputable installer should explain which parts they are doing themselves, which parts are subcontracted, and whether any council approvals or documentation are needed. If they brush this off, that is a red flag.
What should be in the quote and warranty documents
Before agreeing to the job, ask for a written quote that clearly states the scope of work. The best quotes usually include:
- the heat pump brand, model and capacity - whether the quote is supply and install or install only - where the indoor and outdoor units will go - what electrical work is included - whether a condensate drain is included and how it will be routed - whether wall brackets, pads, ducting or extra pipework are included - any assumptions about access, scaffold or height work - the workmanship guarantee period - the product warranty terms or link to them - any conditions for maintenance to keep warranties valid
If a quote says “installation warranty applies” but does not define the term, ask for a clearer version before signing.
Red flags that should make you cautious
Be careful if a heat pump installer:
- offers no written workmanship guarantee - cannot explain the difference between installer and manufacturer warranties - refuses to name the heat pump model in the quote - is vague about who does the electrical or plumbing-related work - says warranty is void unless you use their service plan, without showing the manufacturer’s actual conditions - will not provide a receipt, invoice or compliance paperwork - pressures you to pay everything upfront with no documentation - dismisses the need for multiple quotes or says “all installers are the same”
A professional installer should welcome questions. You are not being difficult by asking about cover, liability and compliance.
What to do if the installation is faulty
If something goes wrong, act quickly and keep records.
1. **Document the problem** - Take photos or video of leaks, noise, error codes or poor workmanship. - Write down dates, times and what happened. - Keep copies of quotes, invoices, emails and text messages.
2. **Notify the installer in writing** - Explain the fault clearly. - Ask for an inspection and a remedy. - Be specific about what outcome you want: repair, replacement, or correction of the work.
3. **Check whether the issue is workmanship or product-related** - If in doubt, ask the installer to identify the cause in writing. - If the installer blames the manufacturer, contact the manufacturer or NZ distributor as well.
4. **Refer to your CGA rights if needed** - If the problem is substantial or not fixed promptly, the Consumer Guarantees Act may give you stronger remedies than the written warranty.
5. **Escalate if the trader refuses to help** - You can seek advice from the **Citizens Advice Bureau**, **Consumer Protection**, or the **Disputes Tribunal** for lower-value claims. - For serious electrical or gasfitting concerns, report unsafe or unlicensed work to the relevant regulator.
Practical tips for homeowners before you hire
To reduce the chance of disputes later, do these things before you sign:
- Get at least two or three written quotes. - Check the installer’s trade credentials and public reviews. - Ask for proof of insurance, where relevant. - Confirm whether servicing is required to preserve the warranty. - Make sure the unit size suits your rooms and climate zone, not just the cheapest price. - Keep every document in one folder, including product manuals and compliance paperwork.
A slightly dearer installer who gives clear warranty terms, communicates well and does the job properly can save you money in the long run. In New Zealand’s variable climate, especially in colder centres and damp coastal areas, a well-installed heat pump should be reliable through winter and efficient enough for summer cooling too.
Bottom line
When hiring a heat pump installer, don’t just ask, “What’s the price?” Ask, “What cover do I have if something goes wrong?”
The best installers offer a clear workmanship guarantee, supply a product warranty with understandable conditions, and know their obligations under the Consumer Guarantees Act. They also work within NZ’s licensing and compliance rules, provide written quotes, and are willing to stand behind their work.
If a trader won’t put those commitments in writing, keep looking.