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Navien warranty information

Navien Resale Policy – Consumer purchases through the internet or other e-commerce channels shall void Navien’s warranty.

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Navien products are backed by a limited warranty that covers labor, parts and the heat exchanger. For more details, select a product using the menu above, call 1-800-519-8794 for customer service, or start a live chat.

Navien NWP500 Series Heat Pump Water Heater

10 Year Limited Warranty

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Effective Terms

This Limited Warranty is provided by Navien, Inc. (“Navien”) to cover only labor, parts and the tank for the Navien NWP500 Heat Pump Water Heater (“Product”) as originally installed by a properly licensed plumber or contractor and operated in strict compliance with the Installation & User’s Information Manuals procedures and subject to the terms within this Warranty document. Improper installation or use will void this Warranty.

How Long is the Coverage?

The warranty periods begin from the date of original installation (“Commencement Date”), and proof of such date must be provided to Navien. When the Product is installed in new construction, the Commencement Date shall be the date that the end-user takes title to the property. If proof of the installation date is unavailable, then the original installation date shall be deemed to be six months afterthe unit’s manufacture date.

This Warranty runs from the Commencement Date and extends to the original purchaser and subsequent owners (“Purchaser”), but only while the Product remains at the site of the original installation. This Warranty includes a limited warranty as set forth herein.

What is covered?

Subject to the terms and conditions set forth in this limited warranty, Navien will repair or furnish replacement parts, at no charge, for installation by a qualified service provider, if the part fails due to a manufacturing defect under normal use and maintenance. This limited warranty for the Applicable Warranty Periods specified herein (“Warranty”) covers defects in materials or workmanship when the Product is installed by a properly licensed plumber or contractor and operated in strict compliance with the Installation & User’s Information Manuals procedures, subject to the terms within this Warranty document. Navien will pay reasonable labor charges for the repair subject to Navien’s prior written approval and in accordance with Navien’s schedule of approved labor allowances for a period of one (1) Year from the Commencement Date. All repair parts must be genuine Navien parts unless otherwise authorized by Navien. All repairs and replacements must be performed by an individual or servicing company that is qualified to do the type of repair. During the applicable warranty period, replacement of the Product or part requires Navien’s direct prior written approval, and no third party is authorized to provide such approval on behalf of Navien. The replacement part or Product will be warranted only for the unexpired portion of the applicable warranty period for the original part or Product.

Warranty Coverage Periods
  Residential* Commercial
Labor 1 Year No coverage for commercial use
Parts 10 Years No coverage for commercial use
Tank 10 Years No coverage for commercial use

*Residential use means a Single-Family Residence

Eligibility Requirements

To be covered under this limited warranty, the Product or Parts must meet the following requirements:

(i) The Product must be in the same location where it was originally installed.

(ii) The Product must be properly installed, operated, and maintained by a licensed HVAC service provider in accordance with the specifications or installation, operation, and maintenance instructions provided by Navien, and you must upon request, present written maintenance records.

(iii) The Product or Parts replaced under this limited warranty must be given to the servicing provider for return to Navien.

(iv) All claims under this limited warranty must be filed within 30 days of the failure date.

How do I get service?

You must contact the original installer of your Product who must then contact Navien to report the issue. If you cannot find or do not wish to use the original installer, you may choose any service provider who is qualified to complete the necessary repair. Your service provider must contact and obtain approval from Navien’s Technical Support team at 800-519-8794 or an authorized Navien distributor prior to commencing any warranty service. The installer and/or service provider must comply with Navien’s warranty service and return procedures as available on Navien’s website..

What is not covered?

This warranty does not cover issues that are cosmetic and have no effect on the functionality of the Product, or for reasons of noise, taste, odor, discolored and/or rusty water. This warranty does not cover damage to the surrounding property. A properly sized metal drain pan must be installed in an area where leakage from the tank or its connections would result in damage to the area adjacent to the water heater. This warranty does not apply to water heaters used to heat pools, whirlpools or hot tubs or used for space heating. This warranty gives you specific legal rights, and you may have other rights which vary under the laws of each state. If any provision of this warranty is prohibited or invalid under applicable state law, that provision shall be ineffective to the extent of the prohibition or invalidity without invalidating the remainder of the affected provision or the other provisions of this warranty.

Navien’s Limited Warranty shall be void in the event of an occurrence of any of the following:

  • Product purchased through the Internet, other e-commerce channels, or any installer that obtained the Product from a supplier or distributor not authorized by Navien.
  • Improper installation, failure to install in strict compliance with the Installation Manual procedures, installed by a non- licensed installer, and installation in violation of applicable rules, fire codes, plumbing codes, ordinances, regulations, good industry practices and proper safety practices.
  • Failure to perform regular maintenance, misuse, operation at settings other than those recommended or specified, non- compliance with instructions or guidelines set forth in the User’s Information Manual.
  • Modification or alteration of the Product in any manner, including but not limited to, removal of any component or part, addition of any non-approved components, relocating or moving the Product from its original installation site, or any accidental or intentional damage to the Product.
  • Installation for non-recommended uses including Commercial use, or installation outdoors.
  • Any damage caused by local adverse conditions including but not limited to hard water deposits, lime or mineral build- up, operating in corrosive atmospheric elements; any operation of the water heater on desalinated (deionized) water.
  • Any damage, malfunction or failure caused by abuse, negligence, alteration, accident, fire, flood, freezing, wind, lightning, power supply issues, electrical surges, acts of God, abnormal external temperature, and any other cause of damage not directly caused by a manufacturing defect.
  • Installer’s failure to fully comply with the Warranty Service and Return Policy procedures as available on Navien’s website. Such policies include but are not limited to the Installer’s failure to first contact Navien Tech Support while in front of the product for purposes of trouble shooting the identified problem or issue.
  • Performance problems caused by improper sizing of the water heater, the venting connection, combustion air openings, electric service voltage, wiring, fusing or any other components, parts or specifications.
  • Operating, using or storing the water heater in a corrosive or contaminated atmosphere or environment.
  • Operating the water heater at water temperatures outside the factory calibrated temperature limits and/or exceeding the maximum setting of the high limit control.
  • Operating the water heater when it is not supplied with potable water at all times, free of damaging water sediment or scale deposits.
  • If a new temperature and pressure relief valve, certified by the Canadian Standards Association, is not properly installed and piped to the nearest drain.
  • Any damage caused by attempts to repair tank leaks or parts.
  • Installation at any location outside the United States and Canada.
  • Removal or alteration of the rating plate.
  • Used at water pressures exceeding 80 psi static pressure.
  • When water is not able to freely circulate at all times and with the tank; dry-firing.
  • Installation anywhere other than its original installation location.
  • Product is not sized in accordance with proper sizing techniques for residential water heaters.
  • Product is not being used with a properly sized and installed thermal expansion tank.
  • Product is not connected to the proper voltage or operated outside of the factory rated input.
  • Any attempt to modify or alter the water heater’s design in any way, including but not limited to, the attachment of non-company approved appliances or equipment, including any additional after-market equipment introduced into the sealed system.

Warranty Limitations

EXCEPT AS EXPRESSLY PROVIDED HEREIN, THERE ARE NO OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO WARRANTIES OR MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, WHICH EXTEND BEYOND THE DESCRIPTION OF THE WARRANTY HEREIN AND FURTHER NAVIEN SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE OR OTHER SIMILAR DAMAGES THAT MAY ARISE, INCLUDING LOST PROFITS, DAMAGE TO A PERSON OR PROPERTY, LOSS OF USE, INCONVENIENCE, OR LIABILITY ARISING FROM IMPROPER INSTALLATION, SERVICE OR USE OF THE PRODUCT. ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS ARISING UNDER STATE LAW ARE LIMITED IN DURATION TO THE PERIOD OF COVERAGE PROVIDED BY THIS WARRANTY, UNLESS THE PERIOD PROVIDED BY STATE LAW IS LESS.

No one is authorized to make any other warranties on behalf of Navien. Some states do not allow the exclusion or limitation of incidental or consequential damages, or how long an implied warranty lasts, so the above limitation may not apply to you. This Limited Warranty gives you specific legal rights and you may also have other rights which vary from state to state. If this Product is considered a consumer product, please be advised that some local laws do not allow exclusions or limitations on incidental or consequential damages, or limitations on how long a warranty lasts; or how long an implied warranty lasts, so that the above limitations may not apply to you. Refer to your local laws for your specific rights under this limited warranty. If you have any questions regarding this limited warranty, please contact your original installation dealer, or any participating dealer, should your original installation dealer no longer be available. No action arising out of any claimed breach of this limited warranty may be brought by the Purchaser (or any subsequent purchaser retaining the balance of a properly transferred limited warranty) more than one (1) year after the cause of action or claim has arisen.

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