Refund policy
Our Warranty Promise
At Freeflo Club, we genuinely stand behind our products.
Every ice bath, chiller, tray and bag of ice cubes is designed to be used in the real world by everyday Aussies. If something goes wrong because of how a product was made, we'll work with you to make it right as quickly and fairly as possible.
We're a small Australian business and believe in treating customers the same way we'd want to be treated ourselves — with honesty, respect and common sense.
1-Year Warranty
All Freeflo Club products include a 12-month manufacturer's warranty covering defects in materials and workmanship under normal intended use.
What's Covered:
- Manufacturing defects
- Structural faults
- Leaks caused by manufacturing defects
- Failures resulting from defective materials or workmanship
- Products that do not perform as intended due to a manufacturing fault
What's Not Covered:
- Normal wear and tear
- Accidental damage
- Misuse or improper handling
- UV or weather-related damage
- Incorrect storage
- Damage caused by sharp objects
- Unauthorised repairs or modifications
- Damage caused by operation contrary to product manuals or instructions
- Damage caused by lack of maintenance
Warranty coverage requires products to be used, maintained and stored in accordance with the instructions provided.
How Warranty Claims Are Resolved
Most issues can be resolved quickly through troubleshooting assistance, replacement parts or product replacement.
To help us assess your claim, we may request:
- Photos
- Videos
- Order details
- Proof of maintenance (where applicable)
- Additional troubleshooting information
Once assessed, we will determine the most appropriate solution in accordance with Australian Consumer Law.
Depending on the issue, this may include:
- Troubleshooting assistance
- Replacement parts
- Repair of the product
- Replacement of the product
- Refund where required under Australian Consumer Law
Where a fault can be reasonably repaired, we may provide a repair or replacement part before replacing the entire product.
Cosmetic Variations
Some products may display minor cosmetic variations that occur during manufacturing or shipping.
These do not affect performance, safety or durability and are considered normal characteristics rather than defects.
Examples may include:
- Minor manufacturing marks
- Surface creasing
- Packaging marks from transport
- Minor moulding variations
- Slight differences in material appearance
- Minor distortion around valves, fittings or seams
Ice Tray & Freeze Cube Warranty Conditions
Our trays and Freeze Cubes are built tough for real-world use, but they are not designed to withstand direct contact with sharp objects.
To maximise product life:
- Allow ice trays to thaw briefly before removing ice
- Do not use knives, screwdrivers or tools to remove ice
- Avoid direct contact with hooks, blades, fish spines and other sharp objects
- Do not cut, puncture or forcefully pry products
Damage caused by punctures, cuts, tears or sharp objects is considered accidental damage and is not covered under warranty.
Chiller Maintenance & Support
Like any refrigeration system, your Freeflo Chiller performs best when routine maintenance is carried out.
To maintain warranty coverage:
- Paper filters should be replaced regularly
- Hair strainer filters should be cleaned frequently
- Flow meters should remain clear of debris
- Adequate water flow must be maintained
- The system should be operated with clean water
Issues resulting from blocked filters, debris, contamination, poor maintenance or restricted water flow are not covered under warranty. Proof of purchasing filters (from either us or a reputable retailer) is required to maintain warranty as this is the most important aspect of the chillers longevity.
Filters and sanitation products are consumables and are not covered under warranty.
App Connectivity & Device Management
Freeflo Chillers include wireless connectivity functionality for convenient control and monitoring.
To ensure ongoing connectivity, customers should not remove their device from the companion app once connected.
As outlined in our setup instructions and manuals, removing the device from the app may permanently prevent wireless reconnection.
If this occurs, a replacement display/control panel can be supplied to restore connectivity, however replacement parts, freight and associated costs are the responsibility of the customer in this instance.
Support Process
To keep costs down and provide support Australia-wide, warranty assistance is primarily provided remotely.
In the vast majority of cases, issues can be resolved faster through photos, videos, troubleshooting assistance and replacement parts than through onsite visits.
- Email support
- Phone support (where required)
- Video troubleshooting
- Replacement parts
- Product replacement where appropriate
Freeflo Club does not provide onsite installation, servicing or warranty callouts as a standard service.
What You Can Expect From Us
- Fast responses from a real Australian team
- Clear communication throughout the process
- Fair assessment of every claim
- Prompt resolution of genuine manufacturing faults
- Locally stocked replacement parts where possible
- Practical solutions focused on getting you back up and running quickly
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
Customers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Customers are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.