ArcMate Product Warranty

WARRANTY INFORMATION 

All ArcMate products are manufactured using high-quality materials and are covered by a 3-year structural and material warranty against manufacturing defects under normal domestic use.

This warranty applies only where products have been used, maintained, and stored in accordance with ArcMate’s supplied care guides, safety information, warning labels, and intended operating guidelines for the duration of the warranty period.

To submit a warranty claim, customers must provide:

• Proof of purchase
• Written details of the issue being reported
• Clear photographs of the product and alleged fault
• Any additional information reasonably requested by ArcMate for assessment purposes

ArcMate may require the product to be returned for physical inspection and assessment before a warranty decision is made.

WARRANTY ASSESSMENT & SHIPPING

Where a physical product assessment is required, a $48 return shipping and handling fee applies prior to assessment.

If the warranty claim is approved and a manufacturing defect is confirmed:

• The $48 shipping and handling fee will be refunded; and
• ArcMate will provide an appropriate remedy in accordance with the Australian Consumer Law, which may include repair, replacement, or refund depending on the nature of the issue.

If the warranty claim is declined following assessment:

• The shipping and handling fee is non-refundable
• Return shipping of the product back to the customer may incur additional charges

WHAT IS NOT COVERED UNDER WARRANTY

The ArcMate warranty does not cover damage caused by:

• Excessive fire size or overloading with excessive timber, charcoal, or fuel
• Restricted airflow or prolonged excessive heat exposure
• Improper care, storage, or maintenance
• Thermal shock, including rapid cooling with water
• Weather exposure, moisture exposure, or leaving charcoal/ash inside the product
• Improper tie-down methods or transport damage
• Accidental damage, including drops, impacts, or vehicle accidents
• Product misuse, neglect, or use outside intended operating guidelines
• Modifications, alterations, welding, cutting, drilling, or unauthorised attachments
• Use of inappropriate fuels or flammable liquids

The following are considered normal characteristics of stainless steel fire pit products and are not manufacturing defects:

• Heat discolouration
• Surface rust or corrosion over time
• Cosmetic marks or finish changes
• Minor heat distortion or movement of stainless steel components
• Darkening from repeated fire use

430 stainless steel is corrosion resistant, not corrosion proof. Prolonged exposure to excessive heat, charcoal residue, ash, moisture, salt, or environmental conditions may accelerate corrosion if the product is not maintained correctly in accordance with our care guide.

TIE DOWN DISCLAIMER

Damage or loss resulting from incorrect tie-down methods is not covered under warranty, even where minimum strap ratings have been used.

Due to the wide range of tyre sizes, strap types, mounting methods, travel conditions, and third-party accessories available, ArcMate cannot guarantee the installation process or manufacturing quality of third-party tie-down equipment.

Customers are responsible for ensuring the ArcPit is correctly secured prior to travel.

AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Customers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Customers are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For clarity, damage caused by misuse, abnormal use, excessive heat exposure, overloading, improper care, improper storage, failure to follow supplied care guides and warning information, or use outside ArcMate’s intended operating guidelines does not constitute a manufacturing defect, major failure, or failure to meet acceptable quality standards under this warranty policy.

ArcMate products are designed for outdoor campfire and cooking use when operated within the recommended care and usage guidelines supplied with the product. Stainless steel fire pit products exposed to excessive or concentrated heat beyond intended operating conditions may experience heat distortion, corrosion, discolouration, or other heat-related wear that is not considered a product defect.

This warranty policy operates in addition to rights available under the Australian Consumer Law.

TO SUBMIT A WARRANTY CLAIM

Please contact our customer service team with the required information.

Phone: 0438 270 428
Email: support@arcmate.com.au

For information on how to correctly care for your ArcPit and accessories, please refer to our ArcMate Care Guide included in all ArcPit boxes and sent as a digital PDF at time of purchase.

Please allow up to 6-weeks for a response from ArcMate regarding a warranty claim.