Returns & Exchanges Policy

Estimated warehouse dispatch time: 1-2 business days (excluding public holidays).

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. 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.

Nothing in these Terms and Conditions excludes the application of these guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at http://www.consumerlaw.gov.au.

Warranty

Minor and major faults, short or long-term failure:
In addition to your rights under the Australian Consumer Law, we warrant to the purchaser that the goods will be free from defects caused by faulty materials or poor workmanship for a reasonable period of time based on the product's value and intended purpose(i.e, generally no longer than 12 months from the date of purchase for domestic use, unless it is reasonably expected to be a longer period of time) and for a period no longer than 90 calendar days from the date of purchase for commercial use unless otherwise stated in the listing or advertisement at the time of purchase. This warranty does not cover minor accessories or attachments or consumable parts, including but not limited to, chainsaw chains, pull starts, cutting blades or discs, instrument strings, product bags and cases, and carry straps etc. Our examination of such goods (or photos of the faulty goods if requested) shall disclose to its satisfaction that such defects exist and have not been caused by misuse, neglect, accident, improper storage, installation or handling, other incorrect or lack of proper maintenance, opening cartons with blades, or by repair or alteration not affected by us. Further item specific failures for products such as fuel powered products, trampolines, outdoor structures (gazebos, tents, and umbrellas), bedding, and pool covers are detailed later in this document.

Defects and failures not covered by warranty include, but are not limited to:

Damage due to user misuse or use in a manner contrary to the operating instructions
Damage resulting from the item being used in a manner other than originally intended as advertised
Improper or neglected maintenance including oiling and cleaning where required
Improper storage or neglect to properly prepare the item for storage
Exposing products to the elements where the product advertisement does not specifically state that the product is weatherised or can be left outdoors (i.e., power tools, camping products, jockey wheels, trailer accessories).
Incorrect fuel or oil use, including 2-stroke fuel mixture where applicable
The user’s inability to properly use the item, including starting or tuning of engines
Storm or wind damage to items which have not been correctly installed or adequately secured
Failure due to improper user installation or assembly
Damage cause when assembling, tuning, or adjusting the product
Dismantling or modifications carried out to the product without obtaining prior written approval from us.
Cuts and scratches etc such as those caused by opening packaging with blades or knives
Diaphragms used in pool cleaners which are regarded as consumable accessories.
Items sold as ex-demo, or used unless otherwise stated in the advertisement at time of sale
Comfort choice issues relating to mattresses, beds, couches and furniture (i.e., too firm or too soft) will not give rise to a warranty claim as comfort is a subjective notion and will not be considered a manufacturing fault.
Body impression on mattresses, sofas and chairs where the indentation is less than 52mm and moderate sagging over time is considered normal wear and tear, and does not give rise to a warranty claim.

Conditions for warranty under short-term or long-term failure:

Warranty claims must be made within a reasonable period of time of the defect being discovered.
The product must not be used after any problem or defect is detected, failing which, all guarantees and warranties applicable to that product or part will be rendered void.
Warranty claims are limited to the original warranty period from the date of purchase
All warranties only apply to the original purchaser, and are not transferable.
We may require pictures of, or return of the faulty/damaged item(s) or parts
Re-delivery of the repaired item or replacement parts will be at our cost where the warranty claim is found to be a legitimate claim under the terms of this warranty.
The Australian Consumer Law provides certain guarantees to consumers when they purchase goods and these guarantees cannot be excluded, restricted or modified. These consumer guarantees are different to, and separate from, this warranty, which is given voluntarily. The time limit of consumer guarantees varies depending on the price and quality of the goods and may extend beyond this warranty or any applicable warranty provided by the manufacturer of the goods.
On occasion we may supply a full or partial refund as compensation for item damage, failure, or restricted function, subject to this being permitted under the Australian Consumer Law, and agreed to between us and the Purchaser.
Unless otherwise stated in the advertisement this warranty does not apply to items sold as ex-demo, or used.

Faulty or damaged on arrival warranty claims:

This provision is an extension of the regular warranty condition for ‘Product Failure’ as described above and covers items damaged in transit, missing parts, partial delivery, or items having existing defects on delivery.

Claims under this provision will only be accepted within reasonable period of time from the date of delivery (usually 7 calendar days)
The buyer must inform us by email or in writing within the reasonable period after delivery of the item being received in a damaged on arrival state.
Cuts and scratches to the product caused by opening cartons with blades etc are not covered under warranty
Unless otherwise stated in the advertisement this clause does not apply to items sold as ex-demo, or used

Returning items where requested by us – under warranty:

When required by us, goods may need to be returned to us to effect the warranty.
No refunds or replacements will be issued prior to the returned goods or parts being received by us
Goods must be returned using the freight method agreed to by us and the Customer which will be determined according to the product and product location. Items must be disassembled and packed to their original delivery state
Return freight costs will not apply to goods found to be in working order or where the fault is other than originally described by the customer in the course of making the original warranty claim
Items must be authorised for return by us prior to the goods being returned. We will issue the customer a ‘Return Authority’ number (RA) which must be included with the returned item
All returned goods must arrive back with us as soon as reasonably possible from the date the RA was issued
In cases where the goods or parts must be returned to us for assessment and these goods or parts can be easily returned, Purchaser is to arrange return of goods using our approved freight delivery method at the purchaser’s expense and we will reimburse the Purchaser reasonable return postage costs if we confirm that the product or part returned is faulty.
If no fault is found, or products or parts exhibit signs of physical damage, or neglect, the Purchaser will be responsible for reimbursing us the shipping costs to and from the Purchaser.
If a product is too large or too heavy and the Purchaser did not pick up the product from our premises, we will arrange for it to be returned to us at our expense, for inspection, within a reasonable period of time after being informed that a fault exists. Should no fault be found with the returned item or part, the Purchaser will be required to reimburse us all shipping costs to and from the Purchaser.
We may require up to 14 days after receiving the returned item to assess and/or repair the problem prior to initiating any return or refund

For the avoidance of doubt, this policy does not limit any consumer guarantees that are available to you under the Australian Consumer Law. The ACL provides certain guarantees which cannot be modified, excluded or restricted. Those guarantees are separate from any warranty offered (which is provided voluntarily).

RETURNS & REFUNDS PROCESS

Please see further details about the returns and refunds process for goods ordered via the caravancampingsales Store here, including the steps that you should take if you wish to return an item. View return process instructions.