Throughout this policy, the following terms apply:
“We”, “us” and “our” mean Shop RV Parts Australia ABN 30 637 364 697
“You” and “your” includes our customers and prospective customers.
This Refund and Returns Policy (“Policy”) applies to the purchases made through our online store:
1.1. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund and Return Policy (“Policy”) and in relation to the terms set out in Warranty Information.
1.2. Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
1.3. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
Australian Consumer Law
2.1. Under the Australian Consumer Law:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For major failures with the product/service, you may be entitled:
to a replacement for major failures with goods.
to a refund for the unused portion, or to compensation for its reduced value.
If a product or service within the warranty period which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired.
2.2. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
2.3. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
Cancellation and Change of Mind
3.1. We do not offer any refund if you change your mind or find the same product or service cheaper elsewhere. It is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the product listing carefully at the time of purchase.
3.2 We may offer a refund if a product ordered by the customer is incorrect. However, we will not offer a full refund for incorrect orders made by customers and a 20% restocking fee will apply to the total product value.
3.3 Refunds will only be accepted if the following conditions are satisfied:
(a) Product has not been damaged
(b) Product has not been used under any circumstances
(c) Product is returned with shipping costs covered by the purchaser
3.4 Subject to the Australian Consumer Law we do not refund or exchange items that have been specifically custom made for you.
3.5 Subject to the Australian Consumer Law we do not refund or exchange items that have been specially ordered for you.
Products Damaged During Delivery
4.1. In the event that the product you ordered has been damaged during delivery:
(a) Please contact us within 1 day of receipt of the product.
(b) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
4.2. We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 days from the date of receipt of the product.
5.1. Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
(a) You misused the said product in a way which caused the problem.
(b) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(d) The warranty period for the product has expired and the period for exercising your rights under the Australian Consumer Law has expired.
(e) Any other exceptions apply under the Australian Consumer Law.
Shipping Costs for Returns in Australia
6.1. In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.
6.2. If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement, or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping, or transportation costs for the Returned Product.
6.3. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement, or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation, or collection of the Returned Product, at our cost or provide a service agent where possible to your location.
6.4. In the event that we organise and pay for the inspection, postage, shipping, transportation, or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement, or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation, or collection of the Returned Product.
6.5 If your product does not meet the criteria above, then the purchaser will be solely responsible for the cost of return.
How to Return Products
8.1. No returned product/s will be accepted without a Return Authorization. Please contact firstname.lastname@example.org to obtain a Return Authorization and shipping instructions. Please include your reference number or invoice number in any correspondence with our team.
8.2. Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card etc. used to make the original purchase.
8.3. To be eligible for a refund, repair, or replacement, you must provide proof of purchase.
8.4. You may be required to provide a government issued identification as evidence that you are the customer and therefore entitled to a refund, repair, or replacement.
8.5. Please remember to obtain proof of posting/delivery from your local post office or courier service as the purchaser is solely responsible for the product until it is received by the warehouse.
9.1. It is our aim to make every online purchase an easy and pleasant experience. If you wish to speak to us regarding your purchase, please contact us at email@example.com or 1300 MY SHOP RV