Tortuga Lab offers a manufacturer’s warranty on its products as well as an extended 3 year limited warranty in certain cases for registered products. If you have a warranty claim for your Tortuga Lab product, please see the terms and conditions that apply, below.

The warranty applies to the original purchaser of the Product and does not extend where Products have been resold, except for those Products purchased from a registered Tortuga Lab dealer. You will be required to provide proof of purchase. If purchasing a Product as a gift, the recipient of the Product should be noted/note this when registering warranty to qualify.

WARRANTY FOR RESIDENTIAL USE

This section sets out the manufacturer’s warranty offered to consumers who purchase our products for non-commercial, residential use.

How long is the warranty? Save for Ion 360 , the warranty for ION360  products is 1 year from the date of the original purchase, extended to 3 years if you register your purchase with us. Products must be registered within 60 days of purchase to qualify for the extended warranty.

In the case of ION360, you will automatically receive a 2 year warranty from the date of the original purchase of the ION360 without the need for registration. This 2 year warranty applies to all aspects of the ION360 except for the following individual components which will have a warranty period as set out below:-

warranty for head spray  is 1 year;

warranty for the main body  3 years; 

Proof of purchase must be supplied in all cases.

The warranty for products from our Tortuga Lab is 3 years from the date of original purchase. You can register products from our Tortuga Lab devices range as detailed in the section below.

This warranty shall apply to any replacement products supplied by us and any replacement goods shall be covered by time remaining from the original product’s warranty period.

How do I register my product for the warranty extension? Registering your product is simple, just head to the Tortuga Lab website and scroll down to the page titled ‘Registered your product’ alternatively, you can follow this link: https://tortugalab.com.au/pages/register-product If you are unable to access the website or have any questions with regards to registering your product, you can e-mail warranty@tortugalab.com.au where the customer experience team will be happy to assist.

What does the warranty cover? We warrant to you that during the applicable warranty period, our product will be free from material defects in materials and workmanship. If this warranty is not met, faulty components will be repaired/replaced unless the component cannot be accessed externally, in which case we will replace the whole unit. The warranty is subject to certain exceptions – see the section headed “What’s not covered” below.

WARRANTY FOR COMMERCIAL USE

This section sets out the manufacturer’s warranty offered to customers who purchase our products for commercial or professional use.

How long is the warranty? The warranty for Roccbox products is 1 year from the date of the original purchase. The warranty for products from our Gozney Master, Stone and Elite ranges is three years from the date of the original purchase. This warranty shall apply to any replacement products supplied by us and any replacement goods shall be covered by time remaining from the original product’s warranty period.

What does the warranty cover? We warrant to you that during the applicable warranty period, our product will be free from material defects in materials and workmanship. If this warranty is not met, faulty components will be repaired/replaced unless the component cannot be accessed externally, in which case we will replace the whole unit. The warranty is subject to certain exceptions – see the section headed “What’s not covered” below.

How do I register my product? Registering your product is simple, just head to the Tortuga Lab website and scroll down to the page titled ‘Registered your product’ alternatively, you can follow this link: https://tortugalab.com.au/pages/register-product  If you are unable to access the website, you can e-mail warranty@tortugalab.com.au or give us a call on +(614)449 659 465 , where the customer excellence team will assist. We note that registering a product intended for commercial use does not have any effect to the manufacturer’s warranty and will not extend this. It can however be a great way to store relevant product information in the unexpected occurrence of a warranty claim.

WHAT’S NOT COVERED

This section applies to the manufacturer’s warranty whether you have purchased our products for residential use or for commercial/professional use.

Your warranty will not cover the following items/instances:

Surface rust, however if you find corrosion caused by rust and have used the product in accordance with the instructions, you are entitled to repair/replacement

Heat tarnishing/discolouration to the end cap

Water damage – on any part of  body 

Severe weather conditions such as hail, acid rain, hurricanes, earthquakes, wildfires, tsunamis or surges, tornadoes or severe storms and other environmental factors

When the regulator is left exposed to direct sunlight for prolonged periods of time

Cracks caused by thermal shock or from not following the Manufacturer’s guidelines on heat up and safe storage

Small, cosmetic paint chips to the outer bottle surfaces that do not affect structural integrity

Discolouration to any surface including fasteningsLimited:

Silicone discolouration – 1-year warranty

Ash tray and handle on the wood burner- 1-year warranty

Dome

Your warranty will not cover damage, defects or failure to comply with the warranty conditions in any of the following events.

You make further use of the Product after giving notice that it may be damaged/defective unless you have received written confirmation from us advising otherwise.

The failure, in our reasonably held belief, is attributable to, caused by or been substantially aggravated by:

any improper use, misuse or unauthorised alteration storage or installation of the Products by you, your employees, agents or hired staff

any usage of the Products by you, your employees, agents or hired staff which is deemed to be of a manner that is inconsistent with any specification and our directions

The defect arises as result of you not following our instructions in relation to the type of fuel to be used with the Products, that being, only kiln dried hardwood with a moisture content of 20% or less, or in the case of ovens other than Dome and Roccbox, Gozney Wood or Briquettes.

The defect arises as a result of the use of salt

The defect arises as a result of not following the Product manual

The defect arises as a result of improper storage of the Product

The defect arises from caustic cleaning materials The defect arises as a result of fair wear and tear

The defect arises as a result of incidental loss or accidental damage

The defect arises as a result of natural disaster

You have modified the product in any way; or

The Products differ from any corresponding specification, as a result of changes to made to ensure compliance with applicable statutory of regulatory requirements

Unauthorised alterations to the Products will result in the warranty being void and that any purchase of Products made outside of an authorised third party or retail channel will result in the warranty being void.

You shall be liable to cover any reasonable costs incurred by us for the replacement of any Products under the above warranty claim conditions in the following circumstances:

The failure of the Products is a result of defective part(s) not covered by the commercial or residential warranty as previously set out.

No fault is found

The failure of the Products is a result of incorrect installation

The failure of the Products is due to damage caused at your premises

The failure of the Products is a result of the Products being used in conjunction with other goods not supplied by us

The failure of the Products is caused by modifications made by you or as a result of your instructions to a third party

The failure of the Products is caused by external or environmental factors; or

The failure of the Products is a result of theft, loss or removal of equipment by you or a third party, and such costs may vary depending upon the location of the Products and any other reasonable costs incurred by us.

This voluntary warranty will cease to apply after the time periods set out above. No other warranties given by any person, including a dealer or retailer, shall be binding on Tortuga Lab. In no event shall recovery under this warranty be for an amount greater than the purchase price of the Tortuga Lab products sold.

Tortuga Lab may from time to time change the design of its products. Nothing contained in this warranty shall be taken to oblige Tortuga Lab  to include such design changes into previously manufactured products, nor shall such changes be construed as an admission that previous designs were defective.

STATUTORY NOTICE

This warranty shall not affect your consumer or other statutory rights.

HOW TO MAKE A CLAIM

If, in the unexpected circumstance, you’re having trouble with your ION360 or any other device  and need to make a claim; email us at warranty@tortugallab.com.au with: (i) your full name, (ii) your serial number, (iii) photographs of any faulty parts and (iv) proof of purchase, and we’ll get back to you as soon as possible.

If you give us notice in writing during the applicable warranty period within a reasonable amount of time following the discovery that some or all of the Products do not comply with the applicable warranty as previously set out; and we are given a reasonable opportunity to examine the Products and we determine that the Products do not comply with the warranty as set out then we shall, at our discretion, repair or replace the defective Products. In certain circumstances, we may decide to refund the price of the Products, this would be done on a pro-rata basis based on the market value of the Products at the time any refund was payable and would take into consideration any wear and tear as well as normal market depreciation.

You must provide all information (including photographs/video’s where requested) as well as all assistance reasonably requested by us in order to properly assess the Products.

We reserve the right to require that faulty Products be returned to us. In such circumstances we shall cover the cost of the return carriage by normal means within our serviced territories and the replaced Products will be delivered free of charge by us to you at the original delivery address. If, following inspection of the returned Products, we determine that, acting reasonably, there was been no breach in the warranty for the Product as set out, we will return the product to you, at your cost.

We shall have no liability to you (whether the Products are found to breach the applicable warranty or not) for the cost of removing Products returned to us under the above conditions or for re-installing after they have been returned.