1. Is your product over 10-years old?
2. Is the failure due to damage caused by UV rays, freezing, accidents, pets, misuse or other exemptions?  Read Warranty Exemptions.

If the answer to both questions is "NO", then your hose reel is likely still under our 10-Year Warranty. Please take a photo or short video of the failed part of the hose and upload it using our online Warranty Claim Form, and someone from our customer support team will promptly reply to your request.

If the answer to either question is "YES", then it is not covered by our warranty.

The first thing to do is to replace the garden hose gasket (or O-ring) to see if that doesn't stop the leak. If your fitting has a flat washer gasket, we recommend replacing it with our Item #1113 O-ring Gasket which provides a much better seal.

If the #1113 O-ring gasket still doesn't stop the leak, then please Contact Us.

This is rare, but can occur due to the natural arc in the polyurethane hose.  The fix is quick and easy.  Watch the following video demonstration on how to properly attach an ELEY polyurethane garden hose to an ELEY garden hose reel. 

What you see on the brass is called patina, a natural occurrence that can form on various types of metal depending on the environmental conditions to which it is exposed. Just like fading and discoloration from the sun's UV rays, patina is also not covered by our warranty. It may not be the most aesthetically pleasing, but thankfully, it does not affect the performance of your ELEY product, and it can be cleaned up and removed. The following is a link to a detailed article on the subject on our website.

Understanding Brass Pantina – Eley Hose Reels

Here’s a safe, garden-friendly, organic cleaning solution specifically for polyurethane garden hose exteriors:

Ingredients:

• 1 cup warm water
• 1 tablespoon white vinegar (cleans & deodorizes)
• 1 teaspoon castile soap (like unscented or lavender Dr. Bronner’s)
• Optional: 2–3 drops tea tree oil (antimicrobial, but skip if using around sensitive plants)

Instructions:

1. Mix all ingredients in a small bucket or spray bottle.
2. Dip a soft sponge or microfiber cloth into the solution (or spray onto the cloth).
3. Wipe down the hose, working in sections.
4. Use a second damp cloth or rinse with plain water from another hose to remove any soap residue.
5. Let it air dry in the shade.

Avoid:

• Abrasive scrubbers (they can scuff or wear the coating)
• Harsh chemicals like bleach or ammonia
• Pressure washers — too intense for the hose surface

Safe Internal Cleaning for Drinking Water & Garden Hose (Polyurethane)

Ingredients:

• 1 tablespoon baking soda (natural deodorizer & mild cleaner)
• 1 cup white distilled vinegar (natural disinfectant)
• 1-gallon warm filtered water (not hot — avoid damaging polyurethane)

Step-by-Step Instructions:

• Pre-Rinse the Hose:
  • Run clean water through the hose to flush out any loose debris or stagnant water.
• Prepare Cleaning Solution:
  • In a large pitcher or bucket, mix baking soda and vinegar (it will fizz).
  • Once the fizzing slows, dilute with warm water.
• Fill the Hose:
  • Use a funnel to pour the solution into the hose.
  • Cap both ends (you can use hose caps or simply thread the two ends together).
  • Let it sit for 30–60 minutes.
• Shake & Move:
  • If possible, move the hose around or gently shake it during the soak to help dislodge any possible buildup.
• Thoroughly Flush:
  • Drain the hose and run water through for 3–5 minutes to ensure all vinegar and baking soda are rinsed out.
• Optional Final Rinse (for drinking use):
  • Mix ½ cup lemon juice with 1 gallon of filtered water and run it through to freshen the interior and help neutralize any odors.

Important Notes:

• Do not use bleach, hydrogen peroxide, or essential oils inside hoses used for drinking water — they can linger or cause taste/safety issues.
• This method is safe for drinking-rated polyurethane hoses (like RV or marine drinking hoses) and also protects garden plants from chemical exposure.

Yes. You can leave the hose outside all winter long, but you should still drain the water out of it first before the onset of freezing temperatures. Freeze damage is not covered by our warranty.

It won't "damage" the hose, but over time it may "settle into" that shape at that location. Also, depending on the severity of the kink, it might create some flow restriction. We do offer a "kink-free" spring on our website that is designed to prevent this type of kink by inserting it into the female fitting where it attaches to the reel. However, because it is an "internal" spring, it also might create a slight flow restriction, but it should prevent the kinking of the hose.

Polyurethane is highly durable, resisting abrasion, cuts, punctures, and mold while staying lightweight, flexible, and kink-resistant. We add UV blockers to prevent degradation; however, when exposed to the sun's UV rays, it does tend to fade. Over time, the colors will blend into a uniform shade.

Since extended periods of exposure to the sun's UV rays is often unavoidable, discoloration and fading are exempted from our warranty coverage, which states,

"Discoloration or fading of the exterior cover is a natural occurrence due to long-term exposure to the sun's UV rays and is specifically excluded from this warranty."

Polyurethane hose handles differently than any other type of hose you've used. However, this is not a bad thing. The unique characteristics that make polyurethane material less pliable than other hoses, are also what's makes it so much more durable and superior to any other type of hose material.

Our recommendation is that if the length of your hose is 75 feet or more, we strongly recommend that you consider purchasing a hose reel to reel the hose onto. However, once you learn and get used to the coiling technique demonstrated in this video, you can coil any length of polyurethane hose into a coil. The hose coiled up in this video is 100 feet long.

We'll be happy to help you out. Please use the linked email form below to explain the issue you're encountering. Including photos or a video is always helpful and can greatly speed an answer or remedy.

Contact Us