How to Return a Faulty Unit Under Warranty

Returning a defective Qvantum heat pump

If your heat pump has been assessed as defective and needs to be returned for repair or replacement, follow this process.

Before arranging a return

A return should only be arranged after Qvantum support has diagnosed the fault and confirmed that a return or replacement is required. If you haven't already done so, first submit a warranty defect report — see the article How to Submit a Warranty Defect Report.

The return process

1. Confirmation from Qvantum — You'll receive written confirmation that a return has been approved, including a return reference number.
2. Return label — Qvantum will send a return shipping label by email. Forward this to your installer or logistics contact if needed.
3. Packaging — Use the original packaging if available. If not, use sturdy packaging appropriate for the unit's size and weight. Secure all connections and protect vulnerable components.
4. Shipping — Hand the unit to the designated carrier as indicated on the return label.
5. Replacement dispatch — Once the return has been received and inspected, a replacement unit will be dispatched. You'll be notified by email with tracking details.

What about the installation?

Removal of the old unit and installation of the replacement unit is typically carried out by the original installer or an authorised service company. Please coordinate with your installer in advance.

Contact for return enquiries

Email: support@qvantum.com
Reference your case number in the subject line.