Returns & Exchange Policy - Ultimate9

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

Returns:

We understand that you might need to return something for a number of reasons. Please contact us before sending anything back. Instructions on how to submit a return/exchange request are available here. Items must be returned via tracked postage or courier. Without a verifiable tracking number, you accept the full risk of the item not reaching us. Any returned item not received by us will not qualify for replacement or refund.

Refunds:

Once we receive your item, we will inspect it. If your return is approved, a refund will be made to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer's policies.

Reasons for return:

  1. You changed your mind
  • We offer a 30-day return policy for change of mind. If you are not satisfied with your purchase, you are welcome to return it to us up to 30 calendar days from the date you received it for your choice of exchange or full refund, excluding original delivery costs.
  • To be eligible for a return, your item must be in brand new, unused condition.
  • Your item must be in the original shipped packaging and include all parts and accessories.
  • Your item needs to have a receipt or proof of purchase.
  • Where returned items are not received by us in the above stated condition, we will return them to you once you pay us the cost of redelivery to do so.
  • Return shipping costs are non‐refundable. For exchanges, we will cover the cost of sending a replacement product back to you.
    1. The item arrived damaged or with missing parts
    • All orders leave our warehouse in brand new undamaged condition. If your item arrives damaged or missing parts, we will gladly replace it for you (or if stocks are exhausted, refund you in full) and reimburse you for any return shipping costs you incur to return the item to us. Please email  CCS Store a copy of the receipt for any shipping costs you incur.
    • All claims for damaged items must be made within 2 business days of receiving your order.
    • It is important that you open your order as soon as you get it, and lodge a notification as soon as possible if there is any damage. Instructions on how to submit such a notification are available here.
    • Please take photographs of any damage and upload them as part of your request before sending the item back, as we need to report damage to our insurer, delivery courier and warehouse.
    1. The item is faulty
    • Your purchase automatically comes with protections under Australian Consumer Law that cannot be excluded. All of our products are fully backed by the manufacturer's warranty.
    • Should your product be faulty, please submit a request here so you can be guided through the correct process for having the fault rectified under the manufacturer's warranty.
    • Depending on the manufacturer’s warranty terms and requirements, we will either repair or replace your product.
    • If stocks are exhausted, we will refund you [excluding original delivery costs].
    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.