Returns & Shipping Policy - AU
How long do items take to be delivered?
That depends on the size of the item and where you live.
We ship every weekday. So if you order on Monday night your parcel will leave our warehouse on Tuesday Morning.
When your item leaves our warehouse you will be sent an email with a copy of the invoice and your tracking number. If you do not receive it check in your junk folder.
We are in Sydney so if you are in Sydney as well you can expect in general the next day or day after for delivery. Further up or down the east coast may take a few days for delivery.
If you are in a remote regional area or on the other side of Australia such as Perth or Darwin it can take up to a fortnight of road (10 Business Days) transport for items to arrive. If you have any problems at all just contact us at email@example.com
What can be returned?
We have a 30-day limited change of mind return policy.
Please see the relevant section below for how to proceed. We will not accept returns without prior arrangement.
All change of mind returns must be NEW and unused and in original packaging.
We will not accept change of mind returns for items that have been used or damaged.
What can not be returned?
It is the buyers' responsibility to read the product description, understand what you are purchasing, measure your own vehicle, and know what size item you need.
We will not accept change of mind returns of:
- Caravan, camper trailer or pop-top caravan covers
- Custom-made products
- All Awnings and Annexe/Awning Walls
- Special orders (Items that are not regularly stocked that have been specifically ordered for a customer)
- Anything that has been fitted, used, marked, damaged, or installed in any way
- Items where the customer claims damage in transit or incorrect stock beyond 48 hours from delivery
What if there is a problem with your order?
Received Incorrect goods?
Our warehouse team always do their best to get the right product out but sometimes mistakes may happen.
Please advise us within 48 hours of receiving your goods if there is a problem with the items you received. Take a photo of what you have received and email us at firstname.lastname@example.org
Please note: It is the buyer's responsibility to advise of a possible error in a timely manner.
Due to the high incidence of online fraud, we reserve the right to refuse to accept claims beyond the 48-hour period. Our staff with review CCTV footage from our warehouse and stock distribution before any claims will be honoured.
Where do items need to be returned?
Contact email@example.com with a full description of the problem and a photograph.
Campsmart will contact you back within 48 hours to arrange a return when applicable. We will only accept a return where a prior arrangement has been made with us.
We will not receive goods without prior communication.
Shipping for returns?
The customer is required to pay for the return courier costs. If an item has then been inspected by our team and deemed defective a full refund will be given including the postage cost.
Credit for returns?
Customers will receive a full refund for defective goods.
Instore return option?
What packing materials do I need to use?
Items to be returned must be in their original packaging. We will not accept returns without prior arrangement. Customers are required to contact us prior to returning an item. Refunds will only be given for products in original packaging and new unused condition.
Change of mind returns
Change of mind returns will only be accepted within 30 days of the date of the invoiced proof of purchase, not the delivery date.
We will not accept returns where the item shows signs of use or damage or are not in original packaging. All change of mind returns must be by prior agreement only. We will not accept items for return where no prior agreement has been entered into.
The buyer is required to pay the return postage. This cost will not be refunded.
Buyers are requested to use a courier service with tracking as proof of your return. We will not refund on items we do not receive.
Refunds for the returned product do not include the postage. Refunds for change of mind purchases are for the product ONLY.
We exercise the right to charge a 20% restocking fee for change of mind returns, where appropriate. Many of our items are large and bulky and difficult to return. Please measure your caravan carefully before ordering and call us for advice if you have any questions.
We only sell high-quality goods. Faulty workmanship will be rectified under the manufacturers' warranty conditions.
Custom-made goods such as made-to-measure annexes can not be returned for a change of mind.
Defective or Damaged in transit?
We have limited damage in transit insurance. All claims of damage in transit must be made within 24 hours of delivery. Please contact our customer service staff to make a damaged in transit claim by emailing firstname.lastname@example.org. You will be required to provide photos of the damaged goods and packaging.
If your item is defective when it arrives please email us at email@example.com with a full description of the problem and a photograph of the product within 48 hours of receiving the item. It is the buyers' responsibility to check the items that are in good order when they receive them.
Contact customer service by emailing: firstname.lastname@example.org