Warranty, Returns & Consumer Guarantees - Knowledge Base

Our Commitment

Caravan Cover Shop is committed to providing quality products together with fair and transparent after-sales support.

Should a problem arise with your order, Caravan Cover Shop will work with you to resolve the matter promptly and in accordance with Australian Consumer Law and the policies published on our website.

This chapter provides a general overview only. The official Refund Policy and Returns Policy published on the Caravan Cover Shop website remain the authoritative documents governing refunds, returns and exchanges.

Australian Consumer Law

Nothing in this knowledge base limits your rights under Australian Consumer Law, including your right to a refund, replacement or repair if a product is faulty, unsafe, or not as described. Visit the ACCC website for full details as they relate to Consumer Guarantees.

If a product:

  • Is faulty
  • Is damaged
  • Is unsafe
  • Does not match its description
  • Is not fit for its intended purpose

you may be entitled to a repair, replacement or refund in accordance with Australian Consumer Law.

Our Consultation Service

One of the ways Caravan Cover Shop helps minimise sizing issues is by providing personalised advice before an order is dispatched.

Where appropriate, customers are encouraged to provide:

  • Accurate external body dimensions
  • Details of front and rear accessories
  • Storage considerations
  • Photographs where helpful

If an order is placed without prior consultation, Caravan Cover Shop will contact the customer before dispatch to confirm measurements and ensure the most appropriate cover has been selected.

This additional step is intended to reduce the likelihood of sizing errors and improve the overall customer experience.

When Refunds Are Available

Refunds will be offered or agreed to in the following circumstances:

  • The product arrives in damaged condition and the customer does not wish to pursue a warranty claim or have a replacement cover shipped.
  • An incorrect cover type or size was shipped by the supplier in error, and the customer declines to have a replacement cover shipped.
  • Caravan Cover Shop made an incorrect size recommendation after prior consultation with the customer (where correct measurements were provided), and the customer elects to receive a refund instead of a replacement.

In all such cases, Caravan Cover Shop will cover the cost of return shipping and will make arrangements for courier collection and return.

All refunds will be returned to the original method of payment.

When Refunds Are Not Available

Refunds will not be issued in the following circumstances:

  • The customer selected the wrong size without prior consultation and wishes to return the product.
  • The customer changed their mind after receiving the correct item in undamaged condition.
  • Incorrect measurements were supplied by the customer, which led to the wrong cover size being shipped.
  • Delays or disruptions to freight services caused frustration or inconvenience.

In these cases, an exchange can be offered instead. Refunds will not be issued unless otherwise required by Australian Consumer Law.

Change of Mind — Exchange Conditions

After a cover is shipped, if a customer later changes their mind for any reason, Caravan Cover Shop will accept a return with a view to exchanging the item if:

  • The packaging is still in original unopened condition (a photo may be requested to confirm this); and
  • The customer agrees to cover both the return and the replacement shipping costs; and
  • A 10% restocking fee is paid by the customer (this fee is charged to Caravan Cover Shop by the supplier); and
  • Any cost difference between the original and replacement cover is settled; and
  • The customer provides return tracking details.

In limited circumstances, Caravan Cover Shop may, at its sole discretion, consider a change-of-mind return where the packaging has been opened but the cover itself has not been fitted to a vehicle and shows no signs of use, wear, or soiling. Such requests are assessed case-by-case and are not guaranteed to be accepted.

Returns without exchange will not be considered under change of mind.

Product Condition & Return Authorisation

Because caravan covers are large protective products that can be affected by handling, fitting and environmental exposure, return eligibility may depend on the condition of the product and its packaging.

Customers should always contact Caravan Cover Shop before returning any product. Opened or used covers, or items returned without prior written agreement, may not be eligible for return or refund unless covered under Australian Consumer Law.

We recommend that return requests be submitted within 30 days of receiving your item to ensure smooth processing.

Returns Process

To initiate a return:

  1. Email info@caravancovershop.com.au or use the Contact Us page.
  2. Include your Name, Order Number, and a full Description of your concern.
  3. Include any relevant images and/or video detailing your concern (if necessary).
  4. Caravan Cover Shop will guide you through the process and provide next steps. Where Caravan Cover Shop is covering return shipping, courier collection will be arranged and a consignment label provided.

Manufacturer Warranties

Many products supplied by Caravan Cover Shop include manufacturer warranties, with warranty periods ranging from 1 to 3 years depending on brand. Aussie Covers include a 36-month (3-Year) Manufacturer’s Limited Warranty (conditions apply).

Warranty terms vary between manufacturers and product ranges. Customers should refer to the warranty information supplied with the product or the manufacturer’s website.

Covers are guaranteed against faulty materials and workmanship, provided the cover’s correct application is applied. Please note that normal wear and tear, storm / wind damage, UV damage and accidental damage are not covered under warranty for the cover brands available.

Where a warranty claim is made, evidence of the area of concern is required before a claim can be lodged. This may include: clear close-up photos of the area(s) of concern; photos of all sides of the caravan with the cover fitted and removed; a photo of the batch label (generally located on the inside hem of the front sloping panel); and a written explanation outlining the concern. Specific requirements will be clearly outlined by Caravan Cover Shop in an email.

Caravan Cover Shop will facilitate the claims process by passing along communications between customer and manufacturer, but it is important to note Caravan Cover Shop is not involved in the claims assessment itself. Depending on the outcome, remedies may include repair, replacement (where stock is available), or a partial or full refund of the original cost of the cover.

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