Warranty, Service & Support

CARBON OFFROAD AUSTRALIA - WARRANTY POLICY

Applies to: carbonoffroad.com.au

Effective Date: June 2026

1. Warranty Provider

This voluntary warranty is provided by:

KPD Industries Pty Ltd trading as Carbon Offroad Australia

ABN: 80 142 983 382

Business Address: 1a/1 Waterway Dr, Coomera QLD 4209

Email: warranty@carbonoffroad.com.au

Phone: 1300 780 141

This Warranty Policy applies to eligible Carbon Offroad products purchased directly from carbonoffroad.com.au or from an authorized Carbon Offroad Australia dealer.

2. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The benefits provided under this Warranty Policy are in addition to, and do not limit, any rights or remedies you may have under the Australian Consumer Law.

3. What This Warranty Covers

This Warranty Policy covers eligible manufacturing defects in materials or workmanship during the applicable warranty period. A manufacturing defect means a fault caused by the way the product was manufactured, assembled, or supplied.

It does not include damage caused by incorrect installation, electrical overloading, transit damage (handled via Shipping Protection), normal wear and tear, poor maintenance, or unauthorized modification.

4. How to Make a Warranty Claim

If you experience an issue with your product, do not remove it from the vehicle immediately unless it is unsafe to leave installed. Many operational issues can be resolved through remote troubleshooting.

  • Step 1: Contact Support: Email warranty@carbonoffroad.com.au or call 1300 780 141 with your proof of purchase, order number, product model/serial number, clear photos/videos of the issue, and photos of the installation wiring.

  • Step 2: Remote Diagnosis: Our team will review your data, voltage readings, or symptoms to attempt a remote diagnosis.

  • Step 3: Inspection & Return: If physical assessment is required, we will issue formal written return instructions. Do not ship goods to us without prior written approval. Unidentified packages arriving at our warehouse may be rejected or heavily delayed.

5. What We Will Do When a Claim Is Made

Once a warranty claim is submitted and assessed, Carbon Offroad Australia will determine the appropriate remedy based on the product type, stock availability, and your statutory rights under the ACL. Remedies may include remote troubleshooting parts deployment, component repair, full product replacement, or a refund where required by law.

6. Warranty Claim Expenses & Freight

  • Returning to Carbon: For items that can be easily posted, you may be asked to return the component for assessment. If the product is confirmed to have a warrantable defect, we will reimburse reasonable return freight costs where required by law.

  • Returning to You: If the claim is approved, Carbon Offroad Australia covers the freight costs to ship the repaired or replacement item back to you.

  • Rejected Claims: If a claim is rejected due to misuse, wear and tear, or no fault found, the customer is fully responsible for all return freight costs.

  • Heavy/Installed Items: For winches or large components, please contact us prior to removal so we can coordinate a reasonable inspection process.

7. Premium Carbon Winch Warranty - Purchased After January 2025

For eligible Carbon winches purchased after January 2025, the following voluntary warranty applies to non-commercial, recreational use:

  • Limited Lifetime Mechanical Warranty: Covers eligible manufacturing defects in the gearbox, clutch, planetary gears, driveshaft, brake, and drum.

  • 5-Year Electrical Warranty: Covers eligible manufacturing defects in the motor, solenoid, and wireless receiver.

  • 5-Year Water Ingress Protection: Covers eligible water-related failure of the motor or gearbox. Note: This does not cover remotes supplied with winches, which are splash-resistant but not waterproof.

8. Carbon Winch Warranty - 4x4 and Truck Winches Purchased Before January 2025

For eligible Carbon 4x4 and truck winches purchased before January 2025, the following voluntary warranty applies to non-commercial, recreational use:

  • Limited Lifetime Mechanical Warranty: Covers gearbox, clutch, planetary gears, driveshaft, brake, and drum.

  • 5-Year Electrical Warranty: Covers motor, solenoid, and wireless receiver.

  • 5-Year Water Ingress Protection: Covers eligible water-related failure of the motor or gearbox.

9. Carbon Winch Warranty - ATV and Utility Winches Purchased Before January 2025

For eligible Carbon ATV and utility winches purchased before January 2025, the following voluntary warranty applies to non-commercial, recreational use:

  • 1-Year Mechanical Warranty: Covers gearbox, clutch, planetary gears, driveshaft, brake, and drum.

  • 1-Year Electrical Warranty: Covers motor, solenoid, and wireless receiver.

  • Water Ingress: No water ingress protection is provided for these utility models due to their standard factory engineering specifications.

10. Recovery Gear Warranty

Carbon Offroad Australia warrants to the original purchaser that eligible Carbon Offroad kinetic recovery ropes, soft shackles, winch lines, and static straps are free from defects in materials and workmanship for a period of 1 year from the date of purchase. This voluntary warranty is non-transferable.

11. Recovery Gear Safety & Use

Recovery gear is designed for demanding conditions but is not indestructible. Customers must inspect recovery gear before each use and must not use gear that is cut, frayed, contaminated, or overloaded. Incorrect use can result in serious injury or death. Use gear strictly in accordance with supplied instructions and mandatory safety labelling standards.

12. Warranty Exclusions

To the maximum extent permitted by law, this voluntary warranty strictly does not cover faults or damage caused by:

  • Misuse, abuse, accidents, collisions, overloading, or shock-loading static gear.

  • Incorrect installation or incorrect electrical wiring.

  • Commercial, industrial, mining, fleet, trade, or professional recovery use.

  • Hoisting, lifting, or use as a crane device.

  • Failure to install the supplied isolator switch or an approved failsafe fuse/switch.

  • Inadequate battery size or inadequate power supply.

  • Normal wear and tear, cosmetic deterioration, surface corrosion, or UV fading.

  • Wear items including winch rubber, urethane seals, brushes, or synthetic rope wear (unless defective on arrival).

  • Removal and reinstallation labor costs.

13. When Warranty Coverage May Be Declined

Warranty coverage will be declined to the extent that an excluded condition (such as commercial use, hoisting, incorrect wiring, lack of an isolator switch, or operating with an undersized battery) caused or contributed to the fault.

14. Dealer, Agent & Employee Authority

No dealer, agent, or representative is authorized to modify, extend, or add to this voluntary Warranty Policy unless approved explicitly in writing by Carbon Offroad Australia management.

15. Contact

For all warranty enquiries and claims, contact:

Carbon Offroad Australia

Email: warranty@carbonoffroad.com.au

Phone: 1300 780 141