Warranty Policy

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:

My product has arrived damaged - what do I do?

EVAKOOL is committed to delivering high‑quality products. If your item arrives damaged, faulty, or not as described, you must notify us immediately. Our team will assess the issue and advise you on the appropriate next steps, including what support or resolution you may be eligible for under our policies.

To lodge a damage or transit‑fault notification, please include the following in your email to sales@evakool.com:

• Your original order number(eg. EK.....)

• Your contact details (full name, address, and phone number)

• Photos of the damage or fault

• Photos of both the exterior and interior of the product

• Photos of the packaging, including any visible damage

Once received, our team will review your submission and provide guidance on the next steps.

If a return is required as part of the resolution, the product must be returned in its original condition, including all components, accessories, and packaging.

Please note: Notifications received after 7 days from the date of delivery may be denied, as we cannot guarantee the condition of the product outside this timeframe.

I ordered a product from you, but now I've changed my mind, what do I do?

If you’ve changed your mind after placing an order, please contact our team before your order is dispatched to discuss whether a change‑of‑mind request can be accommodated. Refunds for change‑of‑mind purchases are only eligible prior to dispatch. Once an order has been dispatched, EVAKOOL reserves the right to deny any change‑of‑mind requests. You can reach us on 1300 385 665 or via email at sales@evakool.com. If you attempt to contact us but your order is dispatched before we are able to respond, the order will unfortunately no longer be eligible for a change‑of‑mind return. 

If you wish to request an exchange, this is only eligible within 30 days of dispatch, and the item must be returned in brand‑new, unused condition, including all original components, accessories, and packaging. Please note that customers are responsible for all shipping costs associated with an exchange.

*Promotional Products associated with change-of-mind requests: 

If you purchased your item during a promotion where a free or bonus product was included, and you later request a return or exchange, the promotional item must also be returned in its original, unused and unopened condition along with your purchased product.

If the promotional item cannot be returned (for example, if it has been opened, used, damaged, or misplaced), the full retail value of that promotional item will be deducted from your refund.

If you miss the prior‑to‑dispatch cut‑off for refunds and instead request an exchange, you may retain the promotional item only when exchanging for a product of equal or greater value, subject to promotional terms and stock availability.

If you choose to exchange your item for a product of lesser value, the promotional item must be returned in its original, unused, unopened condition. If it cannot be returned, the retail value of the promotional item will be deducted from the value difference before any credit or refund is issued.

I’m having an issue with my fridge - what do I do?

Your first step should always be to refer to your product manual. If you don’t have a copy on hand, you can download it from the product page on our website. Each manual includes troubleshooting steps tailored to your specific model and can often help you resolve common issues quickly.

If you have completed the troubleshooting steps and exhausted all available options, please refer to the next section of our policy for instructions on how to lodge a warranty inquiry with our team.

EVAKOOL also has independent service agents located across Australia. These agents operate as separate businesses and have their own operating hours, booking processes, and fee structures. You will need to contact your local service agent directly to check availability and make an appointment at their discretion.

Basic Troubleshooting

What information do I need to make a warranty claim? Do you have repairers around Australia?

To lodge a warranty claim, you will need to provide EVAKOOL with the required information so we can properly assess your case. This can be submitted via our online warranty form or emailed to warranty@evakool.com.

Please supply the following:

• Proof of purchase (receipt, tax invoice, or order confirmation)

• A written description of the model and the fault you are experiencing

• Photos or videos, if possible, to help our team understand the issue

• Your contact details so we can follow up if further information is required

EVAKOOL provides warranty and service support directly from our HQ in Burpengary East (please refer to our website for current business hours). We also have independent service agents located across Australia. These agents operate as separate businesses, so you will need to check their hours of operation, availability, and booking requirements directly with them, as appointments are made at their discretion.

Please allow adequate time for your chosen service agent to assess, repair, and test your fridge. Proper diagnosis and repair require sufficient time, and we appreciate your patience in allowing the technician to complete the job thoroughly.

I purchased my unit as a ‘Red Dot’ or ‘Reconditioned Unit’ — what does this mean for my warranty?

Red Dot (RD) Units-  RD's are factory seconds. This means the product may have a minor cosmetic blemish or similar imperfection that prevents it from being sold as a first‑grade unit. RD units havenever been previously owned, and any cosmetic issue does not affect the performance or functionality of the product. All RD units are covered by the full standard warranty applicable to that model.

Reconditioned (RC) Units - RC's are products that have either been previously owned or have had a minor fault that has since been repaired. Each RC unit is fully inspected, repaired, and tested to ensure it is in near‑new working condition. RC's include a 30‑day warranty, valid from the date of purchase.

Please note that EVAKOOL's standard and commercial warranty policies continue to apply to both RD and RC units.

How long is the warranty on my unit?

Your warranty period is specified in your product manual.

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. If you have purchased a second‑hand unit — whether from a private seller, a friend, or an online marketplace — the warranty for that product is considered void, as it cannot be passed on to subsequent owners.

My fridge is installed in my caravan. How can I get it looked at for repair?

Repairs do require the fridge to be removed from its installation in your caravan, motorhome, or vehicle so our technicians can properly inspect and assess the unit. Please note that EVAKOOL does not cover any costs associated with the removal or re‑installation of fridges. If you are unable to remove the unit yourself, we recommend contacting your installer or a qualified auto electrician who may be able to assist.

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?

We are notable to provide loan fridges while your unit is in for repair. Our team will endeavor to advise you of any expected wait times before you drop your fridge off, and we appreciate your understanding in allowing us the necessary time to properly assess and complete the repair.

I placed my order incorrectly - what happens now? 

EVAKOOL is not responsible for costs or losses arising from customer ordering errors, including but not limited to selecting an incorrect product, entering an incorrect delivery address, or placing duplicate or accidental orders. Consumers are responsible for ensuring all order details are accurate at the time of purchase. While we may accommodate change‑of‑mind cancellations prior to dispatch, once an order has been dispatched it is no longer eligible for a refund and may only be exchanged within 30 days in accordance with our exchange policy. 

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.