WARRANTY & RETURNS

Warranty & Returns Policy

SJM OFFROAD Pty Ltd (“SJM Offroad”) supplies both SJM-manufactured products and third-party branded goods. Warranty coverage depends on the product type.

1) Warranty – Third Party / Supplier Brands (Reseller Products)

SJM OFFROAD Pty Ltd (“SJM Offroad”) resells products supplied by multiple manufacturers (“Supplier Brands”). Where a product is a Supplier Brand product, it may be covered by the supplier’s own warranty terms, conditions and warranty period.

To request warranty assistance, customers must contact SJM Offroad by email and provide:

  • A description of the fault
  • Photos/videos showing the issue (where possible)
  • Proof of purchase (receipt or invoice)

SJM Offroad will lodge a warranty claim with the supplier on the customer’s behalf, provided the claim meets the supplier’s warranty requirements.

Inspection / Return Requirements

The supplier may require the faulty product to be returned for inspection before determining the outcome of the claim.

  • Return freight and inspection handling may be payable by the customer upfront, depending on the supplier’s process.
  • If the product is confirmed to have a fault that constitutes a failure under the Australian Consumer Law (ACL), you may be entitled to reimbursement of reasonable return shipping costs.

Timeframe

Supplier warranty claim processing times vary. The supplier’s assessment and response may take up to 30 days from the time the claim is submitted by SJM Offroad.

If the Claim is Approved

If the supplier accepts the warranty claim, the supplier may choose to (at their discretion):

  • Repair the product
  • Replace the product
  • Refund the purchase price (full or partial), based on the supplier’s warranty terms and assessment

2) SJM Manufactured Goods Warranty (5 Years)

SJM manufactured goods (excluding items listed under “Limited Warranty” sections below) are covered by a 5-year warranty against manufacturing defects, commencing from the original date of purchase.

This warranty applies only where the product has been used under normal recreational use in a non-commercial setting.

Commercial use, hire/rental use, competition use, or use outside the product’s intended purpose may void this warranty.

What This Warranty Covers

This warranty covers faults caused by:

  • Defects in materials
  • Defects in workmanship
  • Manufacturing faults occurring under normal recreational use

If a valid claim is approved, SJM Offroad may (at its discretion):

  • Repair the product
  • Replace the product
  • Refund the purchase price (full or partial), depending on the fault and product condition

What This Warranty Does Not Cover

Off-road recovery equipment is exposed to extreme loads and harsh environments. The following are not covered:

  • Misuse, abuse, or incorrect application
  • Exceeding rated limits / improper loading
  • Use for unintended purposes
  • Failure to follow operating or maintenance guidelines
  • Normal wear and tear (including abrasion, fading, rust, corrosion, fibre breakdown, or deterioration over time)
  • Damage caused by accidents, impact, fire, or extreme weather
  • Neglect, improper storage, or lack of maintenance
  • Cosmetic damage that does not affect safe operation (scratches, dents, wear marks)
  • Altered, modified, or repaired products (unless authorised by SJM Offroad in writing)

3) Limited Warranty – SJM Recreational Electric Winches (4,000lb to 20,000lb)

This Limited Warranty is provided by SJM Offroad Pty Ltd (“SJM”) for SJM branded recreational electric recovery winches with rated capacities from 4,000lb to 20,000lb, including ATV winches (“Products”).

Australian Consumer Law (Mandatory Statement)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (“ACL”). 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 Limited Warranty is provided in addition to, and does not exclude, restrict or modify, any rights or remedies available under the ACL.

Warranty Coverage Period

SJM warrants to the original retail purchaser (“Purchaser”) that the Products will be free from defects in materials and workmanship under normal recreational use for the following periods from the original purchase date:

a) Mechanical Components – 3 Years
Including (but not limited to): gearbox housing, clutch ring gear, planetary gear sets, driveshaft, brake mechanism, drum endplates and cross bars, and winch rope drum.

b) Electrical Components – 3 Years
Including (but not limited to): electric motor and solenoid.

c) Wireless Remote – 3 Years
Receiver and transmitter unit only (batteries excluded).

Water Ingress Exclusion

The Products are sealed but are not waterproof. This warranty excludes faults or damage caused directly or indirectly by:

  • water ingress
  • moisture
  • submersion
  • corrosion resulting from water exposure

Following immersion for any duration, SJM recommends disassembly and regreasing of the gearbox as a maintenance precaution.

Eligibility and Proof of Purchase

This Limited Warranty applies only to the original Purchaser and is non-transferable. Proof of purchase is required.

If proof of purchase cannot be provided, SJM may refuse warranty service. Where warranty coverage is denied, any inspection, repair or service may be performed only after the Purchaser accepts a written quotation and pays costs in advance.

Installation Requirements

The Product must be installed by a competent and suitably qualified person experienced in winch installation. Improper installation, wiring or setup may cause injury or damage and will void this Limited Warranty.

Exclusions (to the maximum extent permitted by law)

This Limited Warranty does not cover:

  • Removal, reinstallation, or installation labour costs
  • Freight, shipping, or transport costs (unless required under ACL)
  • Cosmetic finish, coatings, or appearance
  • Synthetic rope or wire rope
  • Rubber or urethane seals
  • Normal wear and tear (including motor brush wear)
  • Corrosion of any component

Warranty Void Conditions

This Limited Warranty is void if the Product:

  • Is used for commercial, industrial, competition or hoisting purposes
  • Is operated without meeting minimum recommended battery specifications
  • Has been improperly installed, wired, maintained or serviced
  • Has been damaged by accident, misuse, abuse, overloading, collision, modification, misapplication, or unauthorised repair

Limitation of Liability

Except as required under the ACL, SJM’s liability is limited (at SJM’s option) to repair or replacement of the Product or defective component. To the extent permitted by law, SJM is not liable for indirect or consequential loss (including loss of use, income, or damage to other equipment).

Authority and Amendments

No dealer, distributor, agent or employee is authorised to vary this Limited Warranty.

Design Changes

SJM may alter or discontinue Product designs at any time without notice and has no obligation to upgrade or retrofit earlier Products.

4) Limited Warranty – 4×4 Recovery Straps, Ropes, Shackles, Winch Rings & Spool-Lock (12 Months)

Warranty Coverage

This limited warranty applies to recovery equipment (“Product”) purchased from SJM Offroad or an authorised seller and covers defects in materials and workmanship under normal recreational, non-commercial use.

Warranty Period

12 months from date of purchase, applicable to the original purchaser only.

Conditions of Use

This warranty applies only where the Product has been used correctly and within rated limits. It does not cover:

  • Overloading or exceeding rated limits
  • Incorrect recovery techniques or unsafe use
  • Using the Product for unintended purposes
  • Failure to follow care, maintenance, or safety instructions
  • Wear and tear (abrasion, fraying, fading, rust, fibre breakdown, deterioration over time)
  • Damage caused by accidents, fire, impact or extreme conditions

Exclusions

This warranty does not cover:

  • Products altered, modified or repaired by unauthorised persons
  • Exposure to corrosive chemicals, saltwater, or extreme conditions beyond typical off-road recovery use
  • Neglect, improper storage or poor maintenance
  • Cosmetic damage that does not affect safe function

Making a Warranty Claim

To lodge a claim, you must provide:

  1. Proof of purchase (receipt/invoice)
  2. Description of the fault and how it occurred
  3. Photos/videos of the Product and issue
  4. Return of the Product for inspection if requested

If a fault is confirmed and the claim is accepted, SJM Offroad may (at its discretion):

  • Repair the Product
  • Replace the Product
  • Provide a partial or full refund (based on assessment)

Return shipping costs are the customer’s responsibility unless the claim involves a failure under ACL, in which case reasonable costs may be covered or reimbursed.

📧 Email: [email protected]
🌐 Contact Page: https://sjmoffroad.com.au/sjm-offroad-contact/

Limitation of Liability

To the extent permitted by law, SJM Offroad is not responsible for indirect or consequential losses arising from use of the Product (loss of time, inconvenience, loss of use, loss of profits).

Product Care & Maintenance

To maintain warranty coverage, the Product must be inspected before use and maintained in accordance with product instructions. Continued use of damaged recovery equipment may void warranty and may be unsafe.

RETURNS & REFUNDS POLICY

SJM Offroad is committed to fair returns processes in accordance with the Australian Consumer Law.

Australian Consumer Law Notice

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.

1. Faulty or Defective Goods Returns (ACL)

If your item is faulty, unsafe, defective, or not as described, you may be entitled to a remedy under ACL.

Major Failure

You may choose:

  • Refund
  • Replacement

Minor Failure

SJM Offroad may choose:

  • Repair
  • Replacement
  • Refund

2. Returns Process

To request a return, please email:

  • Order number
  • Proof of purchase
  • Description of issue
  • Photos/video evidence

Items must not be returned without approval.

3. Return Shipping Costs

If a fault is confirmed under ACL:

  • reasonable return shipping costs will be covered or reimbursed

If the item is not faulty or is change-of-mind:

  • return shipping remains the customer’s responsibility

4. Change of Mind Returns (Optional)

Change-of-mind returns may be accepted at our discretion if:

  • requested within 14 days
  • item is unused, uninstalled, and in original packaging
  • item is in re-saleable condition

Not available for:

  • safety-critical recovery gear removed from packaging
  • installed electrical goods
  • clearance or special-order items
  • gift cards

Refund Timeframes

Approved refunds are processed within 5–14 business days.

📧 Email: [email protected]
🌐 Contact Page: https://sjmoffroad.com.au/sjm-offroad-contact/

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