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Your satisfaction is important to us!

There may be times where you need to return an item and our Returns and Exchange Policy is in addition to other rights and remedies you may have under Australian consumer law. Please note this policy includes in-store and on-line purchases.

We want to work with you to ensure a positive outcome, and request you contact us immediately if you have received a faulty or damaged item/s so we can rectify the situation and provide a speedy resoution.

Returns

We will accept returns and offer you a refund, an exchange or a gift card at your option where a product is returned within a reasonable time and that product:

  1. is faulty through no fault of your own; or
  2. has a manufacturing defect ; or
  3. is not fit for a stated purpose ; or
  4. does not match the sample or description.

We request you provide proof of purchase (receipt). If you cannot provide a receipt, a bank statement will suffice. For our on-line customer we will have electronic records of your purchase/s. Refunds will be made in the same form as the original payment.  If you have paid with credit card please have this handy.

Any expenses relating to the shipment of your item back to our store in Carrum Downs, VIC will have to be paid by you. This includes any currency conversion costs for our international customers. For our on-line customer purchases we will pay for return freight back to you for any product assessed as faulty fitting into the categories above (a-d)

Please Note:  For online customers shipping costs can only be refunded on faulty items that have been purchased separately. Shipping will not be refunded if there are other items listed on the invoice when a faulty item is returned.

Returning on-line purchases

In person or by post to:

Van Cruiser Caravans Camping & Leisure

Shop 4-5/700 Frankston Danenong Road

Carrum Downs VIC 3201

Please note:  If you would like us to arrange a return post please contact us on 1300 863 117 and we can arrange this for you. This is at your cost.

Change-of-mind returns

We are not obliged to accept returns if you 'change your mind'. However, we will offer an exchange, gift voucher or a refund at our discretion, if:

  1. you have proof of purchase (receipt, credit statement or invoice)
  2. the products are returned in their original packaging with all labels and instruction manuals included, unused and undamaged;
  3. you return the product within 14 days of purchasing it from us; and
  4. you bear all costs, such as shipping and insurance, related to the return of the product to us.

We will not accept change of mind returns for the following categories of products:

  1. Books & Maps;
  2. Fridges/freezers,
  3. Perishable goods;
  4. Camper Trailers;
  5. Special Customer Orders;
  6. Bedding;
  7. Clearance, Sale & Demo Items

We reserve the right to:

  1. assess the condition and age of returned goods prior to offering a repair, exchange or refund which may result in repair, exchange or a refund being refused; and/or
  2. refer the item to the manufacturer for assessment to determine whether or not you are entitled to an exchange, refund or repair.

If you have any questions relating to the information provided above please feel free to contact us on 1300 863 117 or by using the contact us form.

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