Frequently Asked Questions

What is your return policy?

If you receive the wrong item or a faulty product, contact us straight away and we’ll arrange a return and send the correct item out. For change-of-mind returns, please get in touch — eligibility depends on item condition and timing. Return postage may be required.

Can I change a product in my order?

Once an order is placed, we get a very small window before it’s processed by our third-party warehouse, so changes aren’t usually possible.

Do you offer bundle deals or discounts?

We maintain the best price we can every day. Some RV kits on our Packages page include small bundled savings. Occasionally, stockists offer special promotions.

Can I buy directly from your factory?

Yes. Buying from our website means you’re buying directly from us. You can also purchase in person from our Port Macquarie office — please contact us to book an appointment.

What are your postage charges?

Add items to your cart, enter your email and delivery address, and shipping will be calculated at checkout.

How long will it take to receive my order?

Items are stored and shipped from a third-party warehouse in Sydney. This gives you better freight choices and a level of efficiency previously unachievable for our small business. Their usual dispatch expectation is 1–2 business days after your order, however this can be longer in peak trading times (e.g. around public holidays).

If you’re concerned about timing, please contact us. If your items are urgent, one of our expert stockists might have the products you’re after — sometimes they can do same-day dispatch, and if they’re closer to you the delivery time can be reduced.
Note: From October–January, Black Friday & Christmas delays may add 1–5 days before dispatch.

Can I receive my parcel by a specific date?

We’ll always do our best — but once your parcel is with the courier, delivery timing is outside our control. You’ll receive tracking details by email once it’s dispatched.

My parcel went to the wrong address — what do I do?

It’s crucial that you double-check your delivery address before placing an order. Your browser may auto-fill outdated details and we’re not responsible if the wrong one is selected. If this has happened, contact us immediately. We’ll notify our third-party warehouse so they can pass the information on to the carrier.

What is your warranty policy?

By default, Flat Out offers an industry-standard 1 year warranty for all our hoses and Multi-Reels. Register your purchase here to extend your warranty to 3 years.

Some products aren’t eligible for the extended warranty — for example, extension leads, which must be test and tagged annually for use in caravan parks, and third-party products, which are covered (and limited) by their manufacturer’s warranty.

Proof of purchase is required, but if you bought direct from us we can usually find your record. For out-of-warranty issues, please submit a request via our contact form. Further details are available on our Warranty page.

Can I repair my hose instead of replacing it?

Yes — we’re environmentally aware and believe in repair over replace.

Leaking through the hose wall:

• Near the end: Cut off the leaking section and re-terminate. Watch our DIY video (no specialty parts needed).
• Prefer not to DIY? Use an End Repair Kit.
• Leak in the middle: Use a Join Repair Kit — see how here.
  (Note: a join may stop the hose winding fully into the reel.)

Leaking at the fitting connection:

• Cut off the snap fitting and refit using our repair kit.

Snap fitting not gripping the tap:

• As above — cut and refit with the repair kit.

Snap fitting has come apart:

• Send us a photo and we’ll send replacement parts free of charge. Follow this reassembly video here.

In-house repairs:

• We offer free repairs — you just cover postage (about $14 each way). .

Can I join hoses together to reach longer distances?

Yes — our system is modular. If you’re close to the tap, use a short hose; mid-way, use your longer hose; further away, join them with a brass joiner. The modular system also makes it easy to add inline water filter to keep tanks clean and water fresh.

Can the hose be repaired, and can I buy spare parts?

Yes. See repair options above. Most fittings and accessories are available on our Accessories pages; if you can’t find a part online, contact us and we’ll help.

Is it compatible for use in the USA?

Yes — with the right fittings. If you’ve added our thread converter, you’ll likely only need one additional locally available part from a US hardware store.

Can I use the drink water hose for suction (e.g. from a creek)?

No. The hose will collapse under negative pressure. If creek-pumping, use a submersion pump at the water source so it pressurises the hose from the creek end.

How do I clean or season my drink water hose?

• Soak & brush: Connect both ends with a joiner to seal, dunk in soapy water, and use a soft brush to remove dirt/grit. Build-up can make the hose stiffer and affect winding.
• Self-spray: Leave the hose on the tap, put a nozzle on the other end, and spray the hose clean from the inside out.

Can I buy a hose without a Multi-Reel?

Yes. Hoses without a Multi-Reel are usually $30.00 less than the bundled option. Please contact us directly — these aren’t stocked in the warehouse and will be shipped from our Port Macquarie office.

My brass has some green corrosion — what can I do?

A green patina on brass is normal. It’s just oxidation that forms a protective layer and shouldn’t affect performance. If it does:

• Disassemble the snap fitting, apply a little food-grade silicone lubricant, and reassemble.
• For cleaning, use a soft brush with a mild vinegar–water solution, then rinse and dry thoroughly.

How do I choose the right sullage hose size?

• 25mm suits camper trailers, motorhomes and caravans with basic showers, sinks or grey water tanks.
• 32mm is best for higher-flow setups, such as those with a washing machine, full bathroom or multiple outlets. If you have a washing machine and no grey water tank, a 32mm hose is required.

If you’re unsure, contact us for advice.

Any tips for the best sullage setup?

For smooth drainage and fewer hassles (see our Sullage Setup)

• Use a downward-facing outlet for gravity flow
• Lay gentle curves, avoid sharp bends/kinks.
• Fully extend the hose before use
• Secure connections firmly. Use our Jumbo Pegs if necessary.
• Keep the path clear of sharp debris.

What if my sullage outlet is 25mm but I want to use a 32mm hose?

No worries — we have a range of outlet connections to convert to 25mm or 32mm. Alternatively, use our 25–32mm adaptor (Accessories) to step up from a 25mm outlet to a 32mm hose.

Can I extend my sullage hose to make it longer?

Yes — our hoses are modular and designed to be extended.

• 6m Kit: 2x 3m [25mm]
• 9m Kit: 1x 6m + 1x 3m [25mm | 32mm]
• Add extra 3m sections (available in 25mm or 32mm) to go longer.
  We only offer 3m as spare lengths. Modular sections help avoid excess slack that can reduce flow.

What’s different about the Flat Out sullage hose?

• Flat, compact design or easy storage.
• Fully extend the hose before use
• Secure connections firmly. Use our Jumbo Pegs if necessary.
• Keep the path clear of sharp debris.

My Multi-Reel has become stiff and hard to wind — does it require maintenance?

If your Multi-Reel becomes stiff, it’s usually due to dirt and grit inside. Remove the contents, wash the inside with warm soapy water, dry fully, then apply silicone spray to the inner petals and turning points to keep it spinning smoothly.

I’ve lost the guides on my Multi-Reel — can these be replaced?

Yes. We have replacement Multi-Reel guides available. This can happen if a reel is overwound or if it has become stiff and dirty over time.

Which reel suits Starlink cables?

• Compact Multi-Reel — suits the common 25m Starlink cable.
• Narrow Multi-Reel — use this if your cable is longer (e.g. 45m).

Can I use a Multi-Reel for a garden hose?

It depends on hose thickness and pliability. The Original Multi-Reel fits about 15m of a standard, flexible garden hose. Smaller reels fit less. For best performance, fully remove the hose from the reel before use.

Do I need to fully unwind the lead before use?

Yes — always. Power leads must be fully uncoiled to prevent heat build-up and potential damage. Our Multi-Reel helps: the plug sits in the centre so you can’t accidentally use the lead while it’s coiled.

Which lead size do I need, 1.5mm² or 2.5mm²?

It depends on length and load.

• Up to 15m: 1.5mm² is fine for most caravans, even with heavier appliances (e.g. induction cooktop or air fryer).
• 20m (general use): 1.5mm² suits home/worksite/modest demand.
• 20 m (higher caravan demand): 2.5mm² is recommended to reduce voltage drop and align with AS/NZS 3001 guidance for longer runs.

Are Flat Out leads compliant with caravan electrical standards?

Yes. Our leads and reels are designed for safe caravan use and align with AS/NZS 3001 (Electrical installations — Transportable structures and vehicles). They’re also built in line with the relevant cord and plug standards (e.g. AS/NZS 3199 for cord extension sets and AS/NZS 3112 for plugs and sockets). Use as specified for compliance and safety.

Can I use a domestic 10amp lead for my caravan?

For caravan park outlets, you need a 15amp lead. A 10amp lead is only suitable when running electrical items from your caravan’s own 240 V system or inverter (i.e. not when connecting the van to a 15amp park supply).

I need a cord with a 15amp female and a 10amp male — do you make this?

No. For safety and compliance we don’t make that combo. If you’re plugging a caravan into a household power point, use a certified 15amp → 10amp adaptor (e.g. Ampfibian). Home-made leads aren’t compliant.