Warranty Registration Required
For newly-installed products, the installer must register the warranty online within 1 month of installation. This registration serves as proof of warranty coverage.
Claim Procedure
How to file a
warranty claim.
A clear five-step procedure for lodging a Foton warranty claim — from initial troubleshooting through to resolution. Have your documents ready and your claim will move faster.
- 5 Clear Steps
- 2–3 Day Reviews
- Australia-Wide Logistics
Procedure Guide
The Foton warranty claim process
In the event of a fault, the End-User should first contact the Installer from whom the Foton product was purchased to arrange preliminary troubleshooting. If the product is suspected to be faulty, Foton will advise you to submit a warranty claim with supporting reasons.
Step by Step
The five-step procedure.
Step 0101
Contact Your Installer
In the event of a fault, contact the installer who supplied the Foton system. They are familiar with your installation and may be able to resolve the issue without escalating.
- Reach out to your installer first — they know your installation
- They can perform initial diagnostics and remote troubleshooting
- Many issues can be resolved without lodging a warranty claim
Step 0202
Gather Required Information
Collect everything you'll need before submitting a claim — having documents ready dramatically speeds up review.
- Product serial number (printed on the product label)
- Product model and date of purchase
- Detailed description of the fault
- Photos of the fault and serial number
- Installation certificate or invoice
- Notes on any troubleshooting steps already taken
Step 0303
Submit Online Warranty Claim
If your installer cannot resolve the issue, lodge a warranty claim online through the Foton portal.
- Fill out the online warranty claim form
- Upload all required documents and photos
- Provide a detailed fault description
- Include shipping address for return (if needed)
Step 0404
Claim Review
Our engineering team reviews each claim and may request additional information or testing before approval.
- Claims are typically reviewed within 2–3 business days
- We may contact you for additional information
- Returns may be requested for inspection
- Status updates are sent by email automatically
Step 0505
Resolution
Once approved, we proceed with the resolution method appropriate to your warranty terms — repair, replacement, or refund.
- Repair: product is repaired and returned to you
- Replacement: a new or refurbished unit is dispatched
- Refund: refund processed under the terms of warranty
- Foton coordinates all freight and logistics
Important Notes
Things to know
before you lodge.
A few prerequisites and timeframes that help your claim move smoothly.
Required Documentation
Have your invoice, installation certificate, and product photos ready before submitting your claim. Missing documents will delay the review process.
Product Returns
If a unit needs to be returned for inspection or replacement, ensure it is properly packaged in the original packaging — or equivalent protective packaging — before pickup.
Response Times
We aim to respond within 2–3 business days. During peak periods this may extend slightly. You can track your case status online at any time.
Ready to submit your claim?
Use our online warranty claim form to submit a claim quickly. Have all required information and documents ready before starting.
Need Help
Questions about
the procedure?
If you have questions about lodging a claim, gathering documentation, or what to expect during review — our warranty support team is happy to help, Monday to Friday.
Next steps
- Speak with a warranty specialist on 04 2893 1714
- Email support@foton.net.au — replies within 24h
- Track an existing case using your reference number