Who handles my Victron warranty claim if the dealer I bought from won't respond?

Answered by RV Parts Giant · Upland, CA · October 3, 2026

Short answer: Your dealer still does. Victron's warranty is with its direct customers, the distributors and dealers it sells to, and claims are made at the place of purchase or through the original direct customer. So push the dealer in writing, go up to the distributor that supplied them, and open a support ticket with Victron so the claim is on record.

This is the situation the Victron warranty is least forgiving of, so it helps to know exactly how it is built before you decide who to chase.

Why it is still the dealer's job

Victron's limited warranty is a warranty between Victron and its direct customers: the distributors, OEMs and dealers it sells to. The policy says end users have no rights or remedies under it towards Victron directly. The direct customer is obliged to pass an identical warranty on to you, and claims are made at your place of purchase or through the original direct customer.

So a quiet dealer does not move the claim to Victron. It stays with the seller, and with whoever supplied that seller.

What to do, in order

Put the claim to the dealer in writing. Model, serial number, purchase date, what failed and when. A phone call leaves no record; an email does.
Go to the direct customer. If your dealer bought from a distributor, that distributor is the one Victron invoiced, and the policy names it as a route for the claim. Ask the dealer who supplied the unit.
Open a support ticket with Victron. In the thread this page answers, Victron's own community manager told an owner in exactly this position to raise a ticket so the claim is on record, and to escalate to the regional sales manager listed on Victron's contact page.

Victron may repair, replace or partly credit the unit at its discretion. A replacement does not restart the warranty; you keep what was left of the original term, with a minimum of six months.

Make the claim hard to refuse

Whoever ends up handling it will ask for the same things, and they map onto the exclusions in the policy:

The invoice, which sets the start of your term. Most products carry five years, capped at 66 months from Victron's own invoice; lithium batteries three years, lead-acid two.
The serial number, photographed at install.
Photos of the installation, showing a dry, suitable mounting spot. Liquid, dust, heat and mechanical damage are excluded.
A note that terminals were torqued to the manual. Terminals overheated from under-tightening are excluded.
Monitoring data for a battery claim. Battery claims need proof of correct usage, which is what a SmartShunt history and your charge settings provide.

Also expect removal, shipping and reinstallation to be on you; the warranty does not cover them.

If you bought from us

We ship from Upland, California, and a claim on something you bought here comes back to us. For a unit bought elsewhere, send us the model and serial and we will tell you what we can see, and say plainly if it belongs with Victron or with your original dealer rather than guess.