Warranty Policy
At EvaKool we strive to provide friendly and comprehensive support to our valued customers. Here are some answers to more commonly asked questions that we receive.
For further assistance, please contact 1300 385 665 or email warranty@evakool.com for technical assistance.
Alternatively if you require shipping and product information, you can email sales@evakool.com
Warranty
My product has arrived damaged - what do I do?
You must notify EvaKool within 7 days of receiving the goods of any damages/physical faults with the product by email to warranty@evakool.com
In your email, you should include:
- Your original order #
- Your contact details (full name, address and phone number)
- Photos of the damage/fault
- Photos of the exterior and interior of the product
- Photos of the packaging
From here, the EvaKool team will review and advise next steps moving forward.
Any notification of damage/physical faults with the product after 7 days of receiving the goods may be denied by EvaKool.
I’m having an issue with my fridge - what do I do?
Your first point of call should always be your product manual. If you don’t have a copy of this with you, you can find it on the product page on our website. Your manual will have relevant troubleshooting options depending on what fault you’re experiencing with your fridge.
We always encourage you to complete the troubleshooting to the best of your ability prior to visiting a service agent because if there is no manufacturing fault found with your product, you will be charged the assessment fee by the service agent.
How long is the warranty on my unit?
Your warranty period is specified in your product manual.
What information do I need to make a warranty claim? Do you have repairers around Australia?
You must supply a copy of your proof of purchase to have your item assessed and repaired under warranty. EvaKool offers service and warranty directly at its HQ in Caloundra (please refer to our website for current business hours). Alternatively if you are travelling, you can use our Service Agent map to find your closest service agent.
Please note, you will need to allow adequate time for your service agent to properly assess your fridge and have the opportunity to repair it and then test it afterwards. It’s important to us that we’re given this opportunity and can repair your fridge properly rather than rush through the job or have the fridge collected before any work will be done.
I purchased a second hand unit off another person, a friend or off the internet, do I still get a warranty?
No - warranty on EvaKool manufactured products is not transferable and only applies to the original purchaser of the product.
The only time a warranty is available on a “second hand” product is when you purchase a red dot or reconditioned item directly from EvaKool.
My fridge is installed in my caravan. How can I get it looked at for repair?
EvaKool does not cover the cost of installation or removal of fridges from caravans or motorhomes and in most cases, your fridge will need to be removed from your caravan to be properly assessed. If you are unable to do this yourself, we recommend you get in touch with a local auto electrician or the business that installed your fridge; they may be able to offer assistance.
Do you cover call out fees for service agents to come to me?
No we don’t. Our products are designed to be portable. We do not cover any service agent call out fees.
My fridge is in for repair, can you give me a loan fridge?
No we can’t. We will endeavor to make you aware of any wait times prior to you dropping your fridge off and ask that you be reasonable in allowing us sufficient time to properly assess and work on your fridge.
I ordered a product from you, but now I've changed my mind, what do I do?
You must notify EvaKool within 7 days of receiving the goods that you would like to return your product. Contact us by email on sales@evakool.com for further assistance.
Returns will be assessed on a case by case basis, and conditions and charges may apply.
For all shipping related queries, please email shipping@evakool.com
Does EvaKool warranty cover commercial use?
EvaKool warranty does not extend to any products acquired for the purposes of re-supply, to be used up or transformed in a production or manufacture process or in repairing other goods. To the extent permitted by law, this warranty does not extend to any claim for damages that you or any other person may have for any loss (including without limitation consequential damages or loss of profit) or damage howsoever caused.
For more information regarding commercial use, or to inquire about purchasing EvaKool products for commercial use, please contact sales@evakool.com.
Our warranty process is in-line with the relevant consumer warranty and guarantees which are applicable. Please refer to the ACCC brochure.
