Warranty Information

Last updated: 29 October 2026

How long is the warranty?

All Joolca products come with a 2-year warranty, from the date of delivery. If something goes wrong under normal use, we repair, replace or refund 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 send a product back under warranty, we provide a prepaid return label. Shipping is on us.

What about the Joolca Extended Warranty?

The Joolca Extended Warranty extends the 2-year warranty to 4 years in total. It covers the HOTTAP V2, HOTTAP Go or GottaGo kit it is bought for, so choose the cover that matches your kit. ENSUITE tents keep the standard 2 years.

What if my product arrives not working?

If your product is completely non-functional when you first receive it, email support@joolca.com.au or use our contact page within 10 days of delivery. 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?

Email support@joolca.com.au or use our contact page. Include your order number, a description of the issue, and photos or a video of the fault if you can. We'll assess your claim and get back to you promptly. Most claims are resolved within two weeks.

The section below contains the full terms and conditions. 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 Limited ("Joolca", "we", "us") gives the following warranty on its products. It matches sections 7 and 8 of our Terms of Service.

Standard 2-year warranty

Every Joolca product has a 2-year warranty against defects in materials and workmanship under normal use, from the date of delivery. For a pre-order, cover starts when it arrives. If a claim is approved, we repair, replace or refund the product, and it costs you nothing. Products bought from an authorised retailer are covered too, with proof of purchase.

Spare parts for Joolca products will be available for at least two years after purchase.

What is not covered

The warranty does not cover faults or damage caused by:

  • Consumable parts that wear out with normal use, such as filters, seals and bags.
  • Commercial or rental use.
  • Normal wear and tear, or weathering over time.
  • Accidents, misuse, neglect, or unauthorised changes or repairs.
  • Not following our instructions for installation, use or maintenance.
  • A serial number that has been removed or altered.

We may ask for proof of purchase and, where relevant, evidence that the product was installed and maintained as our instructions say.

Dead on arrival

A product is dead on arrival if it is completely non-functional when you first receive it. Contact us within 10 days of delivery and we will either send a replacement, with a prepaid return label for the faulty one, or repair it under the warranty. After 10 days, the standard warranty applies.

Joolca Extended Warranty

The Joolca Extended Warranty is a paid add-on that extends the 2-year warranty to 4 years in total, on the same terms. It covers the HOTTAP V2, HOTTAP Go or GottaGo it is bought for, plus the accessories that came in that kit. ENSUITE tents and accessories bought separately keep the standard 2 years.

You already have rights under the Australian Consumer Law if a product is not of acceptable quality, and those rights are not limited to 2 or 4 years. The Extended Warranty adds a fixed period in which we repair, replace or refund without you needing to show the problem is covered by the law. It is optional. If you return the product under the 30-day trial, we refund the Extended Warranty too.

Choose the cover that matches the kit you own. You can change it within 30 days of buying; after that, cover applies only to the items in the kit you chose.

Other conditions

  • Products or parts we replace become ours.
  • If a product or part has been discontinued, we may replace it with an equivalent or better one.
  • The warranty covers products bought from Joolca or from an authorised Joolca retailer. Products bought from unauthorised resellers are not covered.
  • The warranty applies once the product has been paid for in full.
  • If a product sent to us under a warranty claim is found to be working, or the problem was caused by something this warranty does not cover, you may have to pay our reasonable testing costs and return shipping, where the law allows.
  • As far as the law allows, our decision on whether a defect exists and what caused it is final.
  • No agent, employee or reseller can change these warranty terms.

How to claim

To make a claim, email support@joolca.com.au with your order number, a description and photos or a video of the fault.

Your rights under the 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. This warranty is given by Joolca Pty Limited, 17 Charles Street, Coburg North VIC 3058, phone 1300 669 500, email support@joolca.com.au. We cover the cost of approved claims, including shipping.

Contact

Joolca Pty Limited, 17 Charles Street, Coburg North VIC 3058, Australia. Email support@joolca.com.au.