Warranty, Service & Support

CARBON OFFROAD – WARRANTY POLICY
Effective Date: February 2026

1. HOW TO MAKE A WARRANTY CLAIM
If you experience an issue with your product, do not remove it from the vehicle immediately. Many issues can be resolved with simple troubleshooting.
Step 1: Contact Support at warranty@carbonoffroad.com.au or call 1300 780 141. Please provide your Proof of Purchase and photos/video of the fault.
Step 2: Our team will attempt to diagnose the issue remotely. If the item requires inspection, we will give you details to complete the return.
Step 3: You must return the item to our facility. Do NOT ship goods without approval from the team.

2. SHIPPING COSTS FOR WARRANTY
Returning to Carbon: The customer is responsible for the freight cost to return the product to our facility for inspection.
Returning to Customer: If the claim is approved (warrantable defect), Carbon Offroad will pay for the return shipping to you. If the claim is rejected (due to misuse, wear and tear, or no fault found), the customer is responsible for return shipping costs.

3. PREMIUM CARBON WINCH WARRANTY (PURCHASED AFTER JANUARY 2025)
- 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 motor/gearbox against water failure.

*Exclusions & Conditions: This warranty is strictly limited to non-commercial, recreational use. Coverage does not apply to damage resulting from misuse, neglect, or operation determined by Carbon Offroad technical staff to be outside the engineered specifications or normal intended usage of the winch.
**Water Ingress Protection: This warranty does not cover the remotes supplied with the winches. They are splash resistant but not waterproof.

4. CARBON WINCH WARRANTY 4X4 AND TRUCK WINCHES ONLY (PURCHASED BEFORE JANUARY 2025)
- 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 motor/gearbox against water failure.
*Exclusions & Conditions: This warranty is strictly limited to non-commercial, recreational use. Coverage does not apply to damage resulting from misuse, neglect, or operation determined by Carbon Offroad technical staff to be outside the engineered specifications or normal intended usage of the winch.

5. CARBON WINCH WARRANTY ATV AND UTILITY WINCHES ONLY (PURCHASED BEFORE JANUARY 2025)
- 1-Year Mechanical Warranty: Covers gearbox, clutch, planetary gears, driveshaft, brake, and drum.
- 1-Year Electrical Warranty: Covers motor, solenoid, and wireless receiver.
- No Water Ingress: There is not enough sealing to have a water ingress protection warranty on these models.

6. RECOVERY GEAR WARRANTY
Carbon Offroad warrants to the original purchaser that our Kinetic Recovery Ropes, Soft Shackles, Winch Lines, and Static Straps are free from defects in materials and workmanship for a period of one (1) year from the date of purchase. This warranty is provided exclusively to the original purchaser and is non-transferable.

LIMITATIONS & EXCLUSIONS
Our gear is engineered for extreme conditions, but it is not indestructible. This warranty does not cover damage resulting from:
- Misuse or Abuse: Including, but not limited to, shock-loading static gear, exceeding Minimum Breaking Strain (MBS), or using gear over sharp/unprotected edges.
- Normal Wear & Tear: Fading, fraying, or staining that does not compromise the structural integrity of the product.
- Negligent Maintenance: Damage caused by storing gear wet, dirty, or in direct UV light for extended periods.
- Commercial Use: Use in industrial, mining, or professional recovery applications is not covered.
- Unauthorized Alterations: Any product that has been cut, spliced, or repaired by anyone other than Carbon Offroad will void the warranty.

7. EXCLUSIONS (WHAT IS NOT COVERED)
- Removal and re-installation labor costs.
- Synthetic Rope (unless defective on arrival).
- Finish/Paint (corrosion or fading from environmental exposure).
- Damage caused by overloading, accidents, or failure to install the supplied Isolator Switch.
- Commercial or industrial hoisting applications (unless specified).
- Shipping costs of the winch to and from Carbon Offroad, unless otherwise stated at the time of the warranty claim.
- The winch rubber and urethane seals.
- The wear of Brushes.
- Transfer of warranty.

THE WARRANTY IS VOID IF THE WINCH:
- Is used in any commercial or industrial use or application, or any hoisting application.
- If the minimum recommended battery size requirements stated for that particular winch are not adhered to.
- Winches that have been incorrectly installed or wired.
- Has been damaged by accident, abuse, misuse, collision, overloading, modification, misapplication, improper installation or improper maintenance or improper servicing.
- Does not have the supplied isolator switch installed or an approved failsafe switch/fuse with a method of power disconnection with a minimum rating of 400amps installed.

No Carbon Winches Australia dealer, agent or employee is authorised to make any modification, extension, or addition to this warranty or represent Carbon Winches Australia in any verbal or written correspondence with regard to any warranty claim unless expressly approved by management.

8. LEGAL GUARANTOR
Our goods come with guarantees in addition to consumer rights under Australian Consumer Law. This warranty is provided by KPD Industries Pty Ltd (Trading as Carbon Offroad Australia).