✅ Returns Policy – Caravan Cover Shop

Note: The use of the word 'Caravan' in this Returns Policy is interchangeable with the words ‘Hybrid’, 'Pop Top', 'Camper Trailer', 'Motorhome', 'Camper', 'RV’ and other unnamed vehicle names which fall under the ‘recreational vehicle’ category.

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At Caravan Cover Shop, we are committed to ensuring a smooth and fair return experience while upholding Australian Consumer Law.

This Returns Policy covers both fault-related returns and change-of-mind scenarios, with consideration given where customers have sought prior consultation with us regarding appropriate cover size selection.

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1. Consumer Guarantee (Faulty or Incorrect Items)

Under Australian Consumer Law, you are entitled to a remedy (repair, replacement, or refund) if the product:

• Is faulty, damaged, or unsafe;
• Does not match the description;
• Or is not fit for purpose.

In such cases, please contact us immediately and we will resolve the issue promptly.

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2. Consultation Service

Caravan Cover Shop offers a consultation service to help guide customers in choosing the best possible cover size. This helps to limit the possibility for errors being made prior to shipment.

Customers are encouraged to make contact with Caravan Cover Shop prior to making their purchase, discuss their specific needs and provide accurate dimensions so the best possible cover option can be determined and recommended.

If a Customer makes a purchase without first contacting Caravan Cover Shop and requesting advice on a cover size, Caravan Cover Shop will instead initiate contact and request specific information (i.e. dimensions) from the customer ahead of shipment as a way of ensuring the best cover size has been chosen.

If:

• The customer has made contact with Caravan Cover Shop prior to purchase (by phone or email), OR in instances where the customer has purchased without having made prior contact and Caravan Cover Shop has instead initiated contact with the customer, and
• The customer has provided accurate dimensions (body length, width, height, and accessory considerations), either over the phone or in writing, and
• Caravan Cover Shop recommends an incorrect cover size or the supplier warehouse makes a handling error, and
• an incorrect cover size is shipped in error

Then Caravan Cover Shop will:

• Arrange for and cover the cost of return shipping of the existing cover; and
• Arrange for and cover the cost of shipping a replacement cover in the correct size, and provide tracking details for the replacement.

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3. Change of Mind

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; and
• The customer agrees to cover both the return and the replacement shipping costs; and
• A 1% restocking fee is paid by the customer; and
• Any cost difference between the original and replacement cover is settled; and
• The customer provides return tracking details.

A photo may be requested of the customer to confirm the package is in unopened condition.

Once any invoice/refund is settled, once tracking is provided by the customer, and once the item has been returned and is received by the cover supplier and is assessed to be in unopened condition, Caravan Cover Shop will arrange shipment of the replacement cover and will provide tracking details to the Customer.

Returns without exchange will not be considered under this 'Change of Mind' clause.

Note: A restocking fee is charged to Caravan Cover Shop by the supplier in cases where covers are returned.

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4. Non-Returnable Items

Opened or used covers, or items returned without prior written agreement being made between the Customer and Caravan Cover Shop, may not be eligible for return or refund unless covered under Australian Consumer Law.

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5. Return Process

To initiate a return:

1. Email us at 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. We will guide you through the process and provide next steps.

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6. Timeline for Returns

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

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7. Australian Consumer Law

Nothing in this policy 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.

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ℹ️ Need Help?

We’re here to assist. If you have any questions about this Returns Policy, please contact us, 7 days a week from 9am to 6pm.