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
- Damage caused by use outside the product's intended purpose
- Customer preference, dissatisfaction or change of mind where no manufacturing fault exists
Warranty coverage requires products to be used, maintained and stored in accordance with the instructions provided.
Returns & Change of Mind
We encourage customers to choose carefully before placing an order.
Freeflo Club does not offer refunds or exchanges simply because you have changed your mind, no longer require the product, ordered the incorrect item or your circumstances have changed after purchase.
Many of our products are purchased for planned fishing trips, camping holidays, boating adventures and other time-sensitive events. While we always aim to dispatch orders as quickly as possible, we cannot guarantee delivery by a particular date unless expressly agreed in writing.
For this reason, we do not accept returns or provide refunds where:
- You have changed your mind
- You no longer require the product
- The product arrives after your planned trip, holiday or event
- You did not end up using the product
- You ordered the incorrect product, size or quantity
- You found the product at a lower price elsewhere
If your order has not yet been dispatched, please contact us as soon as possible. While we cannot guarantee that an order can be cancelled or amended once it has been placed, we will always do our best to assist before it leaves our warehouse.
Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.
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
Warranty claims are assessed on a case-by-case basis. We reserve the right to inspect products, request additional information or require troubleshooting before determining the appropriate remedy.
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 Freeflo Club or a reputable retailer may be required to demonstrate that appropriate maintenance has been carried out, as regular filter replacement is essential to the chiller's 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.
Customers are responsible for safely retaining the product while a warranty assessment is underway. Products should not be disposed of without our written approval, as this may prevent us from assessing the claim.
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.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.
Except where required under Australian Consumer Law, Freeflo Club does not provide refunds or exchanges for change of mind, incorrect product selection, products that are no longer required, orders that arrive after a planned trip or event, or products that have been used and are free from manufacturing defects.