Warranty, Service & Support

Winches Warranty
U.S. Market Warranty Document – Carbon Offroad Recreational Recovery Winches Warranty Form

How to apply for a warranty directly through Carbon Offroad:
To start a warranty claim, please contact us by emailing sales@carbonoffroadusa.com
 or calling +61 1300 780 141

You’ll need to:

• Be the original purchaser of the winch
• Provide a copy of your proof of purchase
• Fill out our warranty form, which we’ll send you after your initial contact, along with a Return Authorization (RA) Number

Once we receive your completed form and proof of purchase, our team will assess the issue and guide you through the next steps. If you cannot provide proof of purchase, still reach out; we will do everything in our power to get you back out on the trails.

Initial steps:

If bought from a third-party seller, contact the seller of your Carbon Winch to discuss the problem. If the seller deems that the issue with the winch cannot be addressed other than through a warranty claim, the seller is required to contact Carbon Offroad USA on behalf of the user. Carbon Offroad USA will attempt to identify if the issue can be resolved without inspecting the components in question and may request additional proof, such as images or video. If it is deemed that the winch or components need to be sent back to Carbon Offroad USA, the customer must make arrangements to return them to our local service center at their own expense.

Once the winch has been returned along with a copy of proof of purchase, Carbon Offroad USA will assess the warranty claim and provide feedback on a successful or unsuccessful claim. The winch will be repaired and then arranged to be sent back to the customer. If the work is covered under warranty, Carbon Offroad USA will bear the return shipping cost. If not, the customer is responsible for return shipping costs.

Carbon 12K, Carbon Scout Pro, and TANK Range

• 5-Year Electrical Warranty
• 5-Year Water Ingress Protection Warranty
• Limited Lifetime Mechanical Warranty

The warranty applies only to the original purchaser of the winch. To apply for warranty service, you'll need to provide proof of purchase (like a copy of your invoice) that includes the purchase date and is acceptable to Carbon Offroad USA. If no such proof can be supplied, warranty work will not be authorized. Any components, labor, and other materials required will be quoted and paid in full prior to any work being conducted on the product in non-authorized warranty situations.

Carbon Offroad USA warrants to the original purchaser of our Carbon Offroad winches that:

• The mechanical components of the Carbon Winch will be free of defects in materials and workmanship for the lifetime of the winch gearbox housing, clutch ring gear, planetary gear sets, driveshaft and brake mechanism, drum endplates and crossbars, and winch rope drum.
• The electrical components, including the electric motor and solenoid, will be free of defects in materials and workmanship for a period of 5 years.
• The wireless remote receiver and transmitter unit will be free of defects in materials and workmanship for a period of 5 years (battery not included).

Winches must always be fitted by a competent person skilled in winch installation. A winch is a potentially dangerous piece of equipment and must be installed correctly.

The warranty does not cover or apply to:

• Removal or reinstallation of the winch or any labor costs in regard to installation
• Shipping costs of the winch to and from Carbon Offroad USA, unless otherwise stated at the time of the warranty claim
• The finish or appearance of the winch
• The synthetic or wire rope (other than manufacturer defect)
• The winch rubber and urethane seals
• The wear of brushes

The warranty is void if the winch:

• Is used in any commercial or industrial use or application, or any hoisting application
• If the minimum recommended battery size requirements stated for that particular winch are not adhered to
• Winches that have been incorrectly installed or wired
• Has been damaged by accident, abuse, misuse, collision, overloading, modification, misapplication, improper installation, improper maintenance or improper servicing
• Does not have the supplied isolator switch installed or an approved failsafe switch/fuse with a method of power disconnection with a minimum rating of 400 amps installed

No Carbon Offroad USA dealer, agent or employee is authorized to make any modification, extension, or addition to this warranty or represent Carbon Offroad USA in any verbal or written correspondence with regard to any warranty claim unless expressly approved by management.

Carbon Offroad USA reserves the right to change product design without notice. In situations in which Carbon Offroad USA has changed a product design, they shall have no obligation to upgrade or otherwise modify previously manufactured products.

Water Ingress Protection Warranty

CW-12K Winches dispatched after 24th December 2016 from Carbon Offroad USA will come with a 5-year Water Ingress Protection Warranty.

This warranty covers:

• Mechanical component failure due to water ingress of the electric motor, gearbox and brake mechanism.
• Electrical component failure of the electric motor, wireless receiver unit and electric solenoid unit.

What the Water IP Warranty doesn’t cover:

• The wireless transmitter hand remote control
• The plug-in hand remote control
• Mounting bolts
• Battery cables and lugs

Protecting your winch from water ingress:

There are no conditions on maintaining your IP Warranty. However, we would like you to understand the following information about your winch to get the best out of it in the long term.

The rubber lip seals on the winch rope drum are a wear item; they are subject to exposure to the elements and abrasive materials such as mud, sand, salt, dirt, and other environmental contaminants, and will wear out with use of your winch. We recommend you replace the drum lip seals every 12 months or as often as you feel necessary depending on the use of your winch. These are available for sale on the website. This will ensure that your winch maintains its high standard of waterproofing and provides you with years of hassle-free operation.

We highly recommend you download and read the maintenance and first use guideline document before installing and operating your winch.

Warranty for all ATV/Utility Winches

5-Year Mechanical Warranty, 5-Year Electrical Warranty. (No Water Ingress Warranty on these winches)

The warranty applies only to the original purchaser of the winch. When applying for any warranty service, proof and date of purchase acceptable to Carbon Offroad USA, such as a copy of your purchase invoice, must be supplied. If no such proof can be supplied, warranty work will not be authorized. Any components, labor, and other materials required will be quoted and paid in full prior to any work being conducted on the product in non-authorized warranty situations.

Carbon Offroad USA warrants to the original purchaser of our recreational electric recovery winches range that:

• The mechanical components of the Carbon Winch will be free of defects in materials and workmanship for 5 years for the winch gearbox housing, clutch ring gear, planetary gear sets, driveshaft and brake mechanism, drum endplates and crossbars, and winch rope drum.
• The electrical components, including the electric motor and solenoid, will be free of defects in materials and workmanship for a period of 5 years.
• The wireless remote receiver and transmitter unit will be free of defects in materials and workmanship for a period of 5 years (battery not included).

Winches must always be fitted by a competent person skilled in winch installation. A winch is a potentially dangerous piece of equipment and must be installed correctly.

The warranty does not cover or apply to:

• Removal or reinstallation of the winch or any labor costs regarding the installation
  Shipping costs of the winch to and from Carbon Offroad USA, unless otherwise stated at the time of the warranty claim
• The finish of the winch
• The synthetic or wire rope
• The winch rubber and urethane seals
• The wear of brushes inside the motor

The warranty is void or not valid if the winch:

• Is used in any commercial or industrial use or application, or any hoisting application
• If the minimum recommended battery size requirements stated for that particular winch are not adhered to
• Winches that have been incorrectly installed or wired
• If the winch has been damaged by accident, abuse, misuse, collision, overloading, modification, misapplication, improper installation, improper maintenance or improper servicing

The ATV winches are well-sealed but are not waterproof winches; therefore, we do not cover any components for water damage. We recommend after immersion for any period of time that disassembly and regreasing of the gearbox is good practice.

No Carbon Offroad dealer, agent or employee is authorized to make any modification, extension, or addition to this warranty or represent Carbon Offroad USA in any verbal or written correspondence with regard to any warranty claim unless expressly approved by management.

Carbon Offroad USA reserves the right to change product design without notice. In situations in which Carbon Offroad USA has changed a product design they shall have no obligation to upgrade or otherwise modify previously manufactured products.

General Warranty

We cover all items we sell for a minimum of 12 months for parts and manufacturing from the date of purchase. If a warranty is authorized, Carbon Offroad USA is only obligated to cover the replacement or re-issue of the original parts. Under no circumstances is Carbon Offroad USA liable for any costs involving shipping, removal and replacement labor costs or other associated work. The warranty is strictly a parts-only coverage.

International Warranty - Special Conditions

Lifetime Mechanical Warranty, 5-Year Electrical Warranty, 5-Year Water Ingress Protection Warranty

The warranty applies only to the original purchaser of the winch. When applying for any warranty service, proof and date of purchase acceptable to Carbon Offroad USA, such as a copy of your purchase invoice, must be supplied. If no such proof can be supplied, warranty work will not be authorized. Any components, labor and other materials required will be quoted and paid in full prior to any work being conducted on the product in non-authorized warranty situations.

Carbon Offroad USA warrants to the original purchaser of our 4WD recreational electric recovery winches range that:

• The mechanical components of the Carbon Winch will be free of defects in materials and workmanship for the lifetime of the winch gearbox housing, clutch ring gear, planetary gear sets, driveshaft, brake mechanism, drum endplates, crossbars and winch rope.
• The electrical components, including the electric motor and solenoid, will be free of defects in materials and workmanship for a period of 5 years.
• The wireless remote receiver and transmitter unit will be free of defects in materials and workmanship for a period of 5 years (battery not included).

Winches must always be fitted by a competent person skilled in winch installation. A winch is a potentially dangerous piece of equipment and must be installed correctly.

The warranty does not cover or apply to:

• Removal or reinstallation of the winch
• Shipping costs of the winch to and from Carbon Offroad USA or their representatives, unless otherwise stated at the time of the warranty claim
• The finish of the winch
• The synthetic or wire rope
• The winch rubber and urethane seals

The warranty is void if the winch:

• Is used in any commercial or industrial use or application, or any hoisting application
• If the minimum recommended battery size requirements stated for that particular winch are not adhered to
• Winches that have been incorrectly installed or wired
• If the winch has been damaged by accident, abuse, misuse, collision, overloading, modification, misapplication, improper installation or improper maintenance or improper servicing

Legal Disclaimer

On this page, we summarize the warranties applicable to certain products available on this website. The information contained in this website is for general guidance on the matters described herein. Given the inherent hazards of electronic communication, there may be delays, omissions or inaccuracies in information contained in this site. We strongly advise customers not to rely solely on the information contained on this website and to make their own inquiries in relation to the information provided.

The information on this site is provided with the understanding that the authors and publishers are not herein engaged in rendering any professional advice, services or any other advice in relation to the warranties summarized. As such, it should not be used as a substitute for reading the warranty information provided by the manufacturers or for consultation with professional advisors and/or the manufacturer directly.

While we have made every attempt to ensure that the information contained in this site has been obtained from reliable sources, Carbon Offroad USA is not responsible for any errors or omissions, or for the results obtained from the use of this information.

All information in this site is provided "as is", with no guarantee of completeness, accuracy, timeliness or of the results obtained from the use of this information, and without warranty of any kind, express or implied, including, but not limited to warranties of performance, merchantability and fitness for a particular purpose.

In no event will Carbon Offroad USA, its related partnerships or corporations, or the partners, agents or employees thereof be liable to you or anyone else for any decision made or action taken in reliance on the information in this site or for any consequential, special or similar damages, even if advised of the possibility of such damages.

Certain links in this site connect to other websites maintained by third parties over whom Carbon Offroad USA has no control. Carbon Offroad USA makes no representations as to the accuracy or any other aspect of information contained in other websites.