Warranty Information

Last updated: April 2026

How long is the warranty?

All Joolca products come with a 2-year warranty. If something goes wrong under normal use, we'll repair or replace it at no cost to you. You won't be out of pocket at all.

Do I have to pay for return shipping?

No. If you need to return a product under warranty, we'll provide a prepaid return label. Shipping is on us.

Where are repairs done?

We handle all inspections and repairs in-house in Melbourne. This means we can turn things around quickly rather than sending items off to a third-party repair network.

The whole process typically takes up to two weeks from start to finish, with shipping time being the main variable. Once we receive your item, we get it back out the door as fast as we can.

If you need your warranty claim processed urgently, get in touch via our contact page and we'll do our best to help.

What about the Joolca Care extended warranty?

Joolca Care extends your HOTTAP warranty by an additional two years, giving you four years of total coverage. You can purchase Joolca Care for your specific kit (Essential, Outing, or Nomad) at the time of buying your HOTTAP.

What if my product arrives not working?

If your product is completely non-functional when you first receive it, contact us via our contact page within 10 days of purchase. We'll confirm whether it's Dead on Arrival and either send a replacement straight away or arrange a repair under warranty.

How do I make a warranty claim?

Head to our contact page and get in touch with our support team. Include your order number, a description of the issue, and photos or video of the fault if you can. We'll assess your claim and get back to you promptly.

 

The section below contains the full terms and conditions for our warranty policy. We know it's not the most exciting read, but it's here for transparency and to make sure everyone is on the same page. The short version is above.

Full Warranty Policy

Joolca Pty Ltd ("Joolca", "we", "us", "our") provides the following warranty on its products. This policy is provided in addition to, and does not limit, your rights under the Australian Consumer Law.

Definitions

"Product" means all products manufactured or supplied by Joolca, including any component or accessory, but excluding Joolca solar products which are covered by a separate Solar Product Warranty.

"Customer" means the person who purchased and paid for the Product.

Australian Consumer Law

Our products 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Warranty Policy limits or excludes your rights under the Australian Consumer Law.

Standard 2-Year Warranty

All Joolca products are warranted to be free from defects in materials and workmanship under normal use for two years from the date of purchase, provided the product is handled and maintained in accordance with Joolca's instructions.

If a covered fault arises within the warranty period, Joolca will, at its discretion, repair, replace, or refund the product. The Customer will not be out of pocket for any approved warranty claim, including return shipping.

Spare parts and materials for Joolca products are guaranteed to be available for a minimum of two years after purchase.

Joolca Care (Extended Warranty)

Joolca Care extends your HOTTAP's standard 2-year warranty by an additional two years, giving four years of total coverage.

When purchasing Joolca Care, the Customer must select the warranty tier corresponding to their kit: Essential, Outing, or Nomad. If a lower-tier warranty is purchased, coverage will only apply to the components included in that kit. The warranty tier can only be adjusted within the first 30 days of purchase and cannot be upgraded at the time of a claim.

Dead on Arrival (DOA)

A product is considered Dead on Arrival if it is completely non-functional when first received. If a Customer believes their product is DOA, they must contact Joolca Support via the contact page on our website within 10 days of purchase. Joolca will determine whether the product is DOA and offer either a replacement (with prepaid return label provided) or a repair under the standard product warranty. For claims made more than 10 days after purchase, the standard 2-year warranty applies.

Exclusions

This warranty does not cover defects, damage, or failures caused by:

Consumable parts subject to normal depletion.

Commercial use of the product.

Normal wear and tear, or deterioration from weather exposure over time.

Accident, misuse, abuse, negligence, vandalism, or unauthorised alteration or modification.

Failure to follow Joolca's instructions for installation, operation, or use.

Failure to properly maintain the product in accordance with Joolca's instructions.

Alteration, removal, or defacement of the product's serial number.

Inability to provide valid proof of purchase or evidence of proper installation and maintenance where relevant.

Additional Conditions

If a returned product is found to be in working order on inspection, the Customer will be responsible for Joolca's reasonable costs of testing and investigation, as well as return shipping charges.

Any replaced products or components become the property of Joolca.

Where a product or component has been discontinued, Joolca may substitute an equivalent or superior product or component to fulfil its warranty obligations.

This warranty applies only to products purchased from Joolca directly or from an authorised Joolca reseller. Products purchased from unauthorised resellers are not covered.

This warranty only applies once all amounts owing for the product have been paid in full.

Joolca does not warrant that the operation of its products will be uninterrupted or error-free. To the maximum extent permitted by law, Joolca's determination of whether a defect exists and its cause will be conclusive.

No agent, officer, employee, distributor, or reseller is authorised to vary or extend the terms of this warranty.

Contact

Joolca Pty Ltd Melbourne, Australia

For all enquiries, please use the contact form on our website at joolca.com.au.