Refund policy

Freeflo Club – Refunds, Returns & Warranty Policy

At Freeflo Club, we stand by our gear. Every bath, tray, and freeze cube is built tough for Aussie conditions. If something isn’t right, we’ll make it right — fairly, quickly, and transparently.

Change of Mind Returns (Store Credit Only)

Freeflo Club does not offer refunds for change of mind under Australian Consumer Law.

However, eligible items may be returned within 30 days of delivery for a store credit.

To qualify for a store credit:

  • Return request must be initiated within 30 days of delivery.
  • The product must be unused, in its original packaging, and include all components.
  • Products used with water (ice baths, trays, freeze cubes, chillers, hoses, filters, etc.) cannot be returned for change of mind.
  • You must contact us at hello@freefloclub.com.au before sending anything back.

Store Credit Amount:
Store credit equals the amount paid minus the original shipping cost we incurred to deliver the order (including orders with free shipping).
Store credits do not expire.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or incorrect due to our error, we will make it right.

  • Freeflo Club covers all return shipping costs.
  • You may choose a refund, replacement, or store credit.

Refund processing:
Refunds are processed within 3 business days once the returned item is received and inspected.

Safe Use & Sharp Object Disclaimer (Ice Trays & Freeze Cubes)

Our ice trays and reusable freeze cubes are manufactured using thick, high-quality materials built for real-world fishing, camping, and cooler use — but they are not designed to withstand direct contact with sharp objects.

Sharp objects include (but are not limited to):

  • Knives
  • Hooks
  • Filleting tools
  • Sharp fish spines or hard fins
  • Any tool used to cut, scrape, or pry

Important clarification:
Our Freeze Cubes are thick and durable and will likely be perfectly fine with many fish species, but puncture resistance cannot be guaranteed. Damage caused by sharp pressure is not covered under warranty.

Usage Guidance:

  • Do not stab, cut, pry, or scrape the silicone.
  • Avoid direct pressure from sharp bones, hooks, spines, or knives.
  • Regular fish with smooth scales or non-sharp fins remain completely safe to use.

Warranty Limitation:
Cuts, tears, slices, or punctures caused by sharp objects — including fish spines — are considered accidental damage and are not covered.

Backorders

When products sell out, we offer backorders so you can secure your item in the next shipment.

  • Backorder status and ETA appear clearly on the product page.
  • This information also appears in your cart and confirmation email.
  • Orders ship once all items are in stock (no part shipments unless arranged).

Order flexibility: You may swap to an in-stock item before dispatch. No refunds will be given on backorder products due to change of mind.

1-Year Warranty

All Freeflo Club products include a 12-month manufacturer’s warranty covering defects in materials or workmanship.

Covered:

  • Structural faults
  • Leaks
  • Manufacturing defects in trays, baths, chillers, filters, or accessories

Not covered:

  • Normal wear and tear
  • Misuse, accidents, or improper handling
  • UV/sun damage
  • Incorrect storage
  • Mould or hygiene issues
  • Damage from sharp objects (see disclaimer above)
  • Unauthorised repairs or modifications
  • Lack of maintenance or failure to replace filters
  • Blockages caused by debris, hair, or buildup
  • Restricted water flow or airlock issues

Care & Maintenance Requirements:
Warranty coverage requires correct use and ongoing maintenance, including cleaning, storage, UV protection, and routine filter replacement (where applicable).

Chiller Maintenance & Warranty Conditions

Chillers are high-performance systems that require ongoing maintenance to operate correctly.

Maintenance Requirements:

  • Paper filters must be replaced regularly (typically every 2–3 weeks depending on usage)
  • Hair strainer filters must be cleaned frequently
  • Flow meters must be kept clear of debris and blockages
  • System must maintain proper water flow at all times

Consumables:
Filters are consumable items and are not covered under warranty.

Support Process:

  • All troubleshooting is handled via email
  • Customers may be required to provide photos/videos and proof of maintenance
  • Claims cannot be assessed without this information

Onsite Support:
Freeflo Club does not provide onsite repairs. Onsite support may be offered at additional cost at our discretion.

Our Promise

We work closely with our manufacturers to produce long-lasting, reliable products. If something goes wrong because of how it was made, we’ll fix it — fast, fair, and without hassle.

We believe in transparency and treating customers the same way we’d want to be treated — with honesty, respect, and clarity.