caravancampingsales Store - Returns & Refunds Process

The caravancampingsales Store is a multi-seller online marketplace, which allows you to purchase products from a number of third-party sellers. 

For each product listed for sale on the caravancampingsales Store, you can access the relevant seller’s return policy in the 'Seller's T&Cs, Refunds and Shipment Info' section displayed on that product’s listing page. Those documents outline how the seller will handle returns and refunds of products that are purchased from them (as well as some other relevant T&Cs).  We recommend that you review those terms and policies prior to purchase.

In addition to those policies, you have rights, including in relation to product returns, repairs, replacements and refunds, under the Australian Consumer Law.

This document provides a brief guide to how you can return a product that is purchased from a seller on the caravancampingsales Store. This document is merely a guide and is not intended to exclude, restrict or modify your rights as a consumer under the Australian Consumer Law. For a description of those rights, please refer to the ACCC website: Repair, replace, refund, cancel.

How do I return a product?

Please do not return a product until you have first contacted our Customer Service Team. Please follow the instructions below.

1. Submit a return request via our contact form.

Select the ‘caravancampingsales Store’ option from the ‘Please tell us what your enquiry relates to' drop down menu and select ‘Return / Exchange’ as the ‘Topic’.

To assist in processing your request, it is important that you provide us with the following information:

  • Name on the order
  • Email address on the order
  • Phone number
  • Order number
  • Reason for return (within the ‘Description’ box)

Returns will only be accepted if a form of 'proof of purchase' is provided to ensure that you purchased the product from the individual seller on the caravancampingsales Store. Please note, the seller’s return policy (available on the product page) may include time constraints for certain types of returns.

2. The caravancampingsales Store Customer Service Team will be in contact following your submission with details on where to send the product that is being returned. All returned or exchanged products must be shipped or delivered directly back to the nominated address of the relevant seller (in accordance with the instructions you receive). If the product can be returned using a postage service and the seller is covering the return shipping cost, a shipping label will also be provided to you by the caravancampingsales Store Customer Service Team. For details of who is responsible for paying the shipping costs of return, please refer to the section below titled 'Who pays for return shipping?'.

3. If you are returning your product via post, once you have packed the product and dropped it off at the post office, please provide the tracking number to our Customer Service Team, by either replying to the email communication received in the previous step or by submitting another request via the contact form. 

4. Once the product has been received by the seller, it will be inspected by the seller in accordance with its Returns Policy and your rights under the Australian Consumer Law. If pursuant to either or both of those regimes you are eligible to return the product and to obtain a refund or replacement (at your election), any refund will be processed using the same payment method used to purchase the product from the seller and any replacement will be shipped to the address used in the original order (unless you notify the seller otherwise). Please note that refunds can take up to 5 to 10 business days depending on your bank and the day of the week the refund is processed. 

Reasons for returns / exchanges

As mentioned above, the seller will determine whether a refund or exchange is available for your specific request in accordance with its returns policy and the Australian Consumer Law.

  • Change-of-mind or incorrect choice
    When a purchase has been made and you have changed your mind or selected the incorrect item, please indicate this in the ‘Description’ box in your return request. Items must be returned in their original, unused and undamaged condition, in the original packaging.

  • Incorrect item
    If the seller has sent you the incorrect item, please indicate this in the ‘Description’ box in your return request.

  • Damaged/Faulty item
    If an item arrives damaged or you believe your product is faulty or otherwise does not comply with the consumer guarantees under the Australian Consumer Law, please indicate this in the ‘Description’ box in your return request. Products which do not comply with the consumer guarantees contained in the Australian Consumer Law do not need to be retuned in their original packaging.

Who pays for return shipping?

  • The seller’s return policy for each product is available within the 'Seller's T&Cs, Refunds & Shipment Info' section of the product listing page. Those policies deal with who pays for return shipping (as well as other related matters).
  • However, regardless of the terms of those policies, sellers must cover reasonable return shipping costs where the product is returned for any of the following reasons:
    • The product does not comply with any of the consumer guarantees under the Australian Consumer Law, including because they are damaged or not of an acceptable quality.
    • The product supplied is not as described by the individual seller.
    • The wrong product is shipped by the individual seller.
  • Customers will be required to cover return shipping for change of mind returns or if the customer makes an incorrect order. We recommend you purchase shipping insurance, as products that are lost or damaged in transit will not in these instances be the responsibility of the seller.

Proof of Purchase

For any requested return or exchange of products, some form of proof of purchase must be provided so that your purchase from the individual seller can be assessed and verified.­ A valid proof of purchase is the order confirmation you receive with a valid order number or the receipt that you receive from the seller.

We recommend that you store these documents somewhere safe so, in the event of a return or warranty claim, you can provide them as proof of purchase.

Returning ‘Pick-up only’ products

If the product you purchased was ‘pick-up only’, then the product must be returned to the store you picked it up from or an alternative provided by the seller. In the event you need to return a ‘pick-up only’ product, please follow the return process above and the caravancampingsales Support Team will provide you with the correct instructions.

Disputing the return assessment

If you are unhappy with the outcome of your return submission, please let us know by submitting a return request and indicate this in the form.

If you have any questions, please contact Customer Support.