Returns Policy
Effective Date: 20 June 2024
1. RV Online Returns & Exchanges
We're always here to help you if you have any issue with a product. That's why we have an Australia based team ready to help you with any questions or issues via phone, email, and online chat.
2. Overview of this Policy
2.1 This Returns Policy (“Policy”) applies to all tangible products purchased on this website (the “Site”) or purchased from RV Online through RV Online customer services.2.2 This Policy is part of the Terms of Service (“Terms of Service”) for those purchases and is also part of the Agreement between you and ECCPL in relation to those purchases (see the Terms of Service provided on the Site). The Policy and the Terms of Service apply to all purchases made on the Site or from RV Online through RV Online customer services and to any person that places an order for products and/or services with RV Online or purchases products and/or services from RV Online.
2.3 The Site is owned and operated by Everything Caravan & Camping Pty Ltd (ABN 85 664 582 932) trading as RVonline.com.au ("ECCPL”, “RV Online”, "we”, “our” or ”us”).
2.4 This Policy applies and is effective from the Effective Date stated above (“Effective Date”). RV Online offers the Site to you, the user, including all products and services, information and tools available from this Site, conditional upon your acceptance of this Policy.
2.5 This Policy does not apply to any other business conducted or website operated by ECCPL.
2.6 Please read this Policy carefully before accessing or using our Site.
2.7 All returns, refunds and exchanges of ordered or purchased products that are tangible goods (including for change of mind and/or defective or faulty products) will be handled in accordance with this Policy.
2.8 Having said that, certain legislation, including the Competition and Consumer Act 2010 (Cth), may imply or impose warranties, conditions or guarantees or impose obligations which cannot be excluded, restricted or modified (“Non-Excludable Guarantees”). Nothing in this Policy has the effect of excluding, restricting or modifying any Non-Excludable Guarantees.
3. Returning or exchanging a product
3.1 Change of Mind:You can return to us a tangible product to which this Policy applies for change of mind and we will give you a refund or a store credit (at your option). We can do this as long as the item in question is:
- returned within 14 days of receiving the order;
- as new and is not used, worn, or opened and has all original packaging and tags in-tact (including any package seals (if any) being unbroken);
- in a resalable condition; and
- not damaged in any way.
We cannot accept change of mind returns on items that do not meet the conditions outlined above including items that come in sealed packages or boxes where seals are opened, damaged or broken.
To return your item for change of mind, you need to follow our returns process. You can contact us via RV Online customer services by phone, email or online chat and we will walk you through this.
You will be responsible for:
If the item is not received by us for any reason other than our negligence, you will not be eligible for a refund, store credit or exchange. We recommend you insure high value items that you return for change of mind.
If the returned item does not meet the conditions outlined above, you will be responsible for the cost of receiving your returned goods back to your nominated address.
Change of mind returns cannot be accepted for digital gift cards.
This clause 3.1 applies in addition to any Non-Excludable Guarantees. For the avoidance of doubt, this clause 3.1 does not apply to defective or faulty products (which are covered under clause 3.2).
3.2 Faulty Products:Every product we sell comes with a manufacturer’s warranty.
If you run into any issues with a product to which this Policy applies, you can contact us via RV Online customer services by phone, email, or online chat and we will help you through the applicable warranty and return process. We will investigate your issues and advise you whether your product is faulty and may be returned. In some cases we may initially refer you to the manufacturer or if you wish you can contact the manufacturer direct.
The details of the manufacturer’s warranties are set out on their respective websites. Please feel free to contact us if you have any questions about them or you have any difficulty with your warranty claim or a return request.
Further to clause 2.8 above, if you are a "consumer" under the Australian Consumer Law, the following notice applies to you:
"Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law ("Consumer Guarantees"). For a major failure you are entitled to a replacement or a refund and to compensation for any other reasonably foreseeable loss or damage in accordance with the Australian Consumer Law. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure."
4. Contact details
Please contact us at hello@rvonline.com.au for further information. You can also call us at 1300 05 2020 or contact us via online chat.
