About Our Policy:
At Home and RV we want our customers to be completely satisfied with their purchase. We therefore recommend that you read be familiar with our Repair, Return and Refund Policy and our Home and RV General Terms and Conditions. Home and RV offer a product warranty guarantee of 12 months (one year) to the original purchaser from the time of purchase. Goods at the time of sale are deemed to be free from defects and fit for their intended use and purpose only and of a saleable quality. Goods that are deemed faulty may be returned for repair, replacement, credit or exchanged only after approval from Home and RV. The conditions of these returns are outlined in the Home and RV Warranty document that accompanies all Home and RV products. This document can be found at www.HomeandRV.com.au
Make a Claim:
Need to return an item, make a warranty claim or have been over charged for an order? Please open a dispute so that we can resolve your problem as quickly as possible. Most disputes can be resolved through communication and it's best to contact us as soon as you recognise a potential problem. Once lodged you can also track the progress of your dispute online at any time. Visit the resolution centre to make a claim.
HOME AND RV offers an ‘Express Warranty’ that is activated at the time of HOME AND RV product purchase by the consumer.
This Warranty is in addition to any warranties mandated by Australian Competition and Consumer Laws. Nothing in this warranty is to be interpreted as excluding, restricting or modifying such warranties as required under Regulation 90 of the Competition and Consumer Regulations 2010. The cost of delivery of the product to and from Home and RV are the responsibility of the Purchaser. Where it is deemed that the product does not have a fault, the Purchaser will be charged a testing fee of $50.00 (GST exclusive), this is subject to change without notice.
Change of Mind:
Please choose carefully as credits and returns are not provided where you have simply changed your mind or made a wrong selection. We recommend that you carefully review any orders before proceeding. Goods cannot be accepted for return unless agreed in writing by HOME AND RV and a restocking charge of 25% may apply. Goods which are returned as a change of mind must be in a sellable state, otherwise you may not be able to receive full or partial refund.
HOME AND RV recommend that you immediately inspect any goods that we deliver or that you collect from any of our warehouses to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. If any goods arrive damaged, please contact your HOME AND RV soon as possible so a Return Authority Number can be arranged and the goods inspected. Goods must be returned within a reasonable time. The acceptance of the goods delivered shall be deemed for all purposes to have taken place 30 days* from the date of delivery. If a purchaser receives a product that is damaged in transit from Home and RV, the purchaser should:
- Refuse to accept delivery of the product,
- Direct the courier to "Return goods to sender" and
- Notify Home and RV Customer Service or Warranty Department immediately.
HOME AND RV will not accept warranty claims on items delivered to the requested destination and inspected at time of delivery by the purchaser that are subsequently deemed to be damage in transit, after 7 days of delivery from the delivery date.
Home and RV Management may take the following steps in order to determine the best way to proceed:
- Visit you on site to inspect the goods within 5 working days* from your initial contact with Home and RV.
- We may ask you to email photos documenting the damage.
- We may ask you to post the goods back to us
At this time, please supply Management with the following information to ensure your claim is resolved as quickly as possible:
- Original invoice number
- Description of damage or repair required
- Photos of damage or repair required
- Make, model or part number
- Chassis number
- Caravan build date
No goods will be accepted for return until a Return of Goods Authority Number has been supplied to you. Goods must be returned in the condition received by you with all original packaging, accessories and/ or manuals.
Returns and Repairs:
Goods returned for repair or credit will be assessed and repaired or replaced within a reasonable time. Credits will normally be processed within 14 days* of your goods being returned to HOME AND RV’s nominated warehouse. Where goods have been assessed to be repairable under the manufacturers’ warranty, you may be supplied with details of an authorised repairer. You may also be provided with an indicative repair and/ or replacement time, which may vary due to reasons beyond our control, or the repairer’s reasonable control, such as part availability and incorrect fault description. HOME AND RV does not take any responsibility for any repairs and/ or replacements carried out without our prior written consent.
Where goods are assessed to have been damaged by misuse or accident, no credit will be issued and no further action will be entered into. Where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply, we may provide you with an indicative cost estimate to repair the goods.
HOME AND RV will endeavor to locate a service agent within a reasonable and acceptable distance to the caravan’s location (within 50kms). If this is not possible, the claimant/owners travel plans and next ‘major’ town or city location will be required. If a replacement item is required, HOME AND RV will require the location of the caravan and owners for the next 14 days to allow for pick, pack and postage. If the owners are traveling, HOME AND RV require next major town or city location. Otherwise, the warranty procedure as in place at present will remain.
Replacement Item Warranty:
Should a replacement item be supplied by HOME AND RV ‘under warranty’ due to damage or product failure of original item purchased, HOME AND RV will warrant the replacement item for the remaining warranty period only of the original item warranty.