Refund policy

Melbourne Caravan n Boat Accessories is committed to customer satisfaction. If you are unhappy with any product you receive, simply contact us so we can work with you to resolve the issue as quickly as possible.

Under the Australian Consumer Law, there are a number of consumer guarantees that entitle you to return a product and obtain a replacement or refund under certain conditions. In all instances, we strongly recommend that you contact us before sending any items back to ensure a smooth process for all parties.

Items damaged in Transit

Items can be damaged while on their way to you, unfortunately, for which we are sorry and want to correct as soon as possible. Please take a few photos of the damaged product (including any part/item numbers visible) as well as the damaged packaging, and send them to our Returns department.

We are unable to accept returned items that have been damaged in transit if they have been used or fitted.

Melbourne Caravan n Boat Accessories must be notified within 5 business days from the time of delivery so that we can initiate a claim with the freight carrier. We may not be able to assist if notified of items damaged in transit after this time.

Items lost in Transit

Once your item is on its way to you with a freight carrier, we trust that it gets to you as soon as possible. If items become delayed in transit, we recommend that you contact us, and we will raise the matter with the carrier. Lodging an inquiry with the freight carrier yourself, as the receiver, may also assist in a faster resolution by the freight carrier.

While items are in transit, we are unable to cancel, refund, or resend your order.

If for any reason you no longer want the items once received by the freight carrier, you can return the goods to us for exchange or store credit within 30 days from delivery.

Where an item has been deemed lost by the freight carrier and confirmed to Melbourne Caravan n Boat Accessories, we will either resend the item(s), credit your Melbourne Caravan n Boat Accessories account, or provide a full refund.

Incorrect addresses or redirections

Where an item is in transit to you and a redirection is requested (change of address or return to sender), an additional cost could be incurred. Please contact our Customer Service team to discuss further, as redirections aren't always available.

Incorrect items

If Melbourne Caravan n Boat Accessories has sent you a different product from what you have ordered, or if an item is missing, we apologize for the error. Please take a few photos of what you have received (including any part/item numbers visible) as well as the packaging for what you did receive, and send them to our Returns department. We will do our best to have the incorrect item returned as soon as possible and/or the correct item sent out to you.

You need to advise us as soon as possible after receipt of items so they can be recovered or returned within 30 days from delivery. We are unable to accept items that have been used or fitted.

Understanding the Hygiene Exception

'Wet suits' and 'Sleeping Bags' are classified as intimate apparel, which is subject to strict hygiene regulations. We prioritize the health and safety of our customers, and for this reason, we cannot accept returns or exchanges on wet suits once they have been purchased.

Warranties

If a product has a major fault, please contact our Warranties department as soon as you are made aware of the problem. A repair, replacement, or refund will be organized depending on the issue and upon acknowledgement of a major fault by the manufacturer or supplier.

Any repairs that may need to be carried out will be done by the manufacturer and not by Melbourne Caravan n Boat Accessories. If a repair cannot be made, Melbourne Caravan n Boat Accessories will liaise with the manufacturer to have the item replaced, or a refund will be offered.

Note: Goods are only warranted for defects in manufacturing. The standard warranty across most products is 12 months unless otherwise specified by the manufacturer.

Change-of-mind or incorrect choice

For any purchases where a change-of-mind occurs or an incorrect item has been chosen, you have up to 30 days from the time of delivery to return the product (at your own cost) for an exchange or a store credit. Refunds are not available for a change of mind. Please contact our Change of Mind department if you are considering returning an item. These items must be returned in their original, undamaged condition, in the original packaging, prior to an exchange or store credit being issued for the value of the item. Otherwise, a restocking fee of up to 20% could be applied.

Note: Online store credits are only applicable for purchases made through Melbourne Caravan n Boat Accessories.

Return shipping

Please contact Melbourne Caravan n Boat Accessories before returning any items.

Where it's our mistake and we have sent an incorrect item, the cost of return postage will be incurred by Melbourne Caravan n Boat Accessories.

For any change-of-mind or incorrectly chosen purchases that need to be returned for exchange or store credit, the cost of return postage will be incurred by the customer.

Shipping costs related to warranty items are usually at the customer's expense, and items would be sent to the manufacturer or supplier. However, please contact our Warranties department as soon as you are aware of the major fault.

Our return address is:

Melbourne Caravan n Boat Accessories

Unit 28, 137-145 Rooks Road

Nunawading

VIC, 3131

All returns must include a copy of the order invoice with reasons for return to ensure faster processing. You can download a Warranty & Returns form from our website to print out and fill in.

We encourage shipping insurance as items that are lost or damaged upon return will not be our responsibility.

Fitment or Assembly of Goods

For goods that require fitment or assembly, our return policy cannot extend beyond the value or cost of the item ordered. This is because the performance of these items is dependent on correct fitment, assembly, and operation. The part must only be fitted by a qualified person. Failure to comply with the manufacturer's specifications may result in property damage, severe injury, or death.

Goods should also be carefully inspected for marks, scratches, or any damage prior to installation. No warranty claims of this nature will be accepted once the item has been fitted or modified.

If you have any further questions or need clarification regarding the returns policy, please contact Melbourne Caravan n Boat Accessories directly.