1. Faulty, Damaged or incorrect Item Supplied.
If we make an error with your order, we will fix it and pay all costs to return the item. This includes if we send you the wrong product, or if we display an incorrect photo or description on our website. We will send you the correct product or refund your money if the correct product is not currently available. We will also reimburse you for the freight charges. We must be notified within 30 days of your order date if the item is incorrectly supplied.
If an item is delivered faulty or damaged you may elect to have it replaced or refunded. You will need to provide a photograph of the damaged item and the packaging if an item is damaged at delivery. Please notify us within 7 days of delivery.
Please send your photo's along with your order number, name, a description of the fault/damage and your best contact phone number to
shop@ourvanrv.com.au
and we will contact you to discuss the issue and make arrangements where necessary for return and/or replacement or return of your item.
2. Warranty Issues.
Warranty applies to all items unless specified otherwise. The period or warranty is mostly shown on each item, however as a general rule it is 12 months for appliances and 3 months for spare parts from the date of purchase.
Warranty only applies to items sold and used within Australia. No international Warranties apply, whether implied or specified by the website or the product manufacturer.
If you have a warranty problem in this period please contact us at shop@ourvanrv.com.au.
All items categorized as 240v, LPG, Gas or Major appliances such as, but not limited to, hot water units, air conditioners, heaters and refrigerators are required to be repaired or installed by a suitably qualified person. You will be required to provide documented evidence such as a receipt or a tax invoice showing that your item was repaired or installed by such a person.
You may be required to show proof of purchase to a third party to make a warranty claim if you are unable to let Our Van RV take care of it for you.
All items returned under warranty will be inspected by the item manufacturer/national distributor at our premises and a determination will be made to ascertain if the item has a warrantable defect. The decision will be made by the item manufacturer/national distributor and their decision is final.
You are responsible for the return of the purchased item(s) for inspection to Our Van RV head office or to a mutually agreeable alternate address. Our Van RV will pay to return the replacement item to you if the defect is deemed warrantable. All other return shipping costs are the buyers responsibility.
If an item is replaced under warranty, the warranty period does not reset. The warranty period will be for the remaining portion of the original warranty period provided against the item from the first date of purchase as per the tax invoice provided during that transaction.
Exceptions:
- Impractical to return items (eg. installed refrigerator or air conditioner) may have warranty repairs conducted by an authorised service agent. We can provide contact details where requested.
- Free return postage to customer is limited to 3 months for spare parts or 12 months in all other instances from date of original purchase.
3. Change of Mind.
We will accept Change of Mind returns within 30 days of purchase as long as the product is in original condition and with any special packaging .(must not have been opened, used, fitted or installed in any way) Upon return you will receive a store credit for 100% of the products price, this will be applied to any future orders. A refund may then be requested and this will incur a re-stocking fee, normally 20% of your purchase price with a minimum fee of $5.50. (Also see returns procedure)
Exceptions:
- Sanitation products that have been opened or installed.
- Electronic components, unless in original sealed packaging.
- Items that are sold by the meter.
- Items that were not held in stock and were specially ordered for you.
- Items that have been installed, modified or used.
- If free freight was included in a products price, then the true freight cost will be deducted from refund.
- Restocking fees may be applied for damaged packaging, inspection and testing of appliances or items with multiple components.
4. Returns Procedure.
If there are any problems, please contact us by phone on 1300 068 700 in the first instance. It is our aim to make every online purchase an easy and pleasant experience. We're caravanners too, so we get how frustrating it can be when things go wrong. Please work with us to help resolve your problem.
To request a return please contact us at shop@ourvanrv.com.au with the word "Return" and your order number written in the subject line. Attach any relevant photos or evidence and please type a brief description of the reason for your return request in the message body. Failure to enter all details as requested above may delay or even stop the processing of your return.
We will attempt to issue a return authorisation within 2-3 business days.
5. Missing in transit
In most cases the buyer chooses the carrier based on personal preferences and geographic location. Our Van RV will always use the most cost effective carrier to the buyer address from our warehouse and delivery dates are estimates only. We always suggest choosing an express method of freight if you require an item by a deadline. Occasionally an item may go missing whilst in transit. Our Van RV will not be able to issue a refund or a replacement item until the third party carrier has completed their missing item investigation. If you require an item to be resent quickly, you will need to purchase the item again and treat each itam as an individual transaction.
Once the investigation is completed, dependent on the outcome of the investigation, you will be issued a replacement item or refund at the discretion of Our Van RV where the investigation is in the buyers favour.
The buyer shall not be entitled to any compensation, refund or payment for any loss, damage or hardship of any kind.
