FREQUENTLY ASKED QUESTIONS
If you change your mind (or bought the wrong size) but have not used the product you can post it back to us within 3 months of purchase and the product price will be refunded. Please contact us first if you wish to return an item. If you bought the item from a retailer, please contact the retailer directly.
Once used we cannot offer product refunds.
All Flat Out hoses and Reels come with a 3 year replacement warranty for manufacturing faults. Provision of warranty is subject to inspection of returned product.
Proof of purchase is required to ascertain age of the product. If you bought directly from us we will have your details on file and can look you up. We also accept receipts from other retailers who have sold the product to you as proof.
Under special circumstances we can provide discounts on replacement hoses/components if your product is out of warranty.
Yes when you buy from our website you are purchasing directly from us. We do open for retail purchases from our office in Port Macquarie however appointments are required. To book, simply call or email us from the details on the contact page.
This is a tricky one to answer. Although we sell directly to some retailers, most of our purducts are sold by industry specific distributors who send our products to various independent stores across all of Australia. We are not informed of who or where these stockists are.
We suggest if you wish to buy from a retail outlet that you ring the caravan accessories stores near you and ask if they have the item you are after.
Remember we also sell online and postage is heavily subsidised so you only pay $9.90 in freight.
Flat rate of $9.90 within Australia. International shipping is calculated at checkout.
Orders are shipped from our Sydney warehouse the next business day after your order (or maximum two days in peak periods), you will receive an email when your order is dispatched. In terms of receiving times, this will depend on where you are however your dispatch email will contain tracking information.
When you place an order with us we ask for your delivery information, email address and phone number.
This is stored on file with your purchase history and can be used to identify your previous purchase if you contact us with queries. We do not pass this information on to any third parties.
Your financial information in the process of a sale is handled by a payment gateway with the highest available security. We do not have access to this information.
For phone orders, we type your card details into the payment device as you recite them, no card information is stored.
As we are environmentally aware, we believe in repair over replace.
Leaking through the hose wall
- If the issue is near the end of the hose, then yes it can be repaired. If there is an issue in the middle, you can create a join using the repair kit, however it will no longer roll completely into your Reel
Leaking at fitting connection
- Cut snap fitting off hose and use our repair kit.
Snap fitting not gripping to tap
- As above
Snap fitting fallen apart
- Send us a photo of your situation and we will send you spare parts free of charge. Use this video instructional to put it back together.
- For convenience we sell repair kits however with a little extra work and your own hose clamp you can make one for yourself. Essentially you need to cut the outer brass ferrule (the crimped piece) away from the rubber sleeve. Once the ferrule is removed you will be able to retrieve the snap fitting and rubber sleeve. cut the hose wherever you had planned and then replace the rubber and brass in the same fassion it was before. Seal it with a sturdy hose clamp.
Yes, these are available on the accessories page.
if you wish to wash mud off the outside of your drink water hose without damaging it or affecting the integrity of the drink-safe liner we recommend draining your hose and connecting it to itself with a hose joiner (sealing the inside) then you can wash it is warm soapy water in a bucket with a light brushing. Of course having mud on your hose will not affect performance, there is no need to wash it, this is just if you want to (and in our FAQ because people ask).
Alternatively you can leave your hose attached to the tap, and put a nozzle on the other end and use it to spray itself clean.
You can roll your hose up wet, the polyester jacket is antimicrobial.
On our accessories page you will find an adaptor designed for this purpose. Product code is: S20