Returns Policy

Returns, Refunds & Cancellations Policy

A Quick Note Before You Read This Policy

Returns cost small businesses a lot of money.
We’re not Bunnings, and we don’t have the scale to simply “wear it”.

When a return is requested, it genuinely impacts us. While we understand that life happens and mistakes can occur, every return creates real costs in freight, packaging, handling time, payment fees, and administration.

Something many people don’t realise is that any opened return we approve is binned, even if it looks perfect. We don’t have the systems, volume, or ability to re-list items as “seconds” or resell opened products. Customers expect brand-new items, and unfortunately these days we can’t be sure that every returned product has been handled fairly or honestly.

That waste is frustrating for us, and it’s something we want to avoid — for the business, for future customers, and for the environment.

Because of this, and to protect future you and others, we have to be firm with our returns policy. We do our best to provide clear information, accurate descriptions, and help before you purchase, and we genuinely appreciate customers who take the time to choose carefully.

Thank you for supporting a small Australian business.

NOTE: Please reach out if wanting to return outside of this, we learn from this and improve our store with the feedback provided. 

1. Scope of This Policy

This policy applies to:

  • Items that are faulty or incorrect at the time of delivery
  • Items that may be considered for return at our discretion

If your item was functioning correctly at the time of delivery and has subsequently become faulty, please refer to our Warranty Policy.

2. Choosing Products Carefully

We endeavour to assist customers in selecting products that are compatible and suitable for their setup. While we provide guidance where possible, we rely on the accuracy and completeness of the information provided by the customer.

For this reason, customers must choose carefully, as we generally do not accept returns for:

  • Incorrect selection
  • Incompatibility with vehicles, electrical systems, or equipment
  • Ordering the wrong part
  • Change of mind

You should inspect all items immediately upon delivery or collection to ensure they are correct, undamaged, and match the description provided.

Please contact us before returning any item and have your invoice or order number ready. We do not accept postage or courier charges that have not been arranged or approved by us in advance.

3. Faulty Items on Arrival

If you receive an item that is faulty at the time of delivery, you must notify us within 2 days of delivery confirmation. (images are required of product and packaging)

Once assessed, and in accordance with Australian Consumer Law (ACL), we will:

  • Repair the item, or
  • Replace the item, or
  • Provide a refund

Where a faulty item must be returned, the original item must be received by us before a replacement is dispatched.
Return shipping costs for confirmed faulty items will be covered by Campervan Builders.

If we cannot repair or replace the item, we may offer a suitable alternative or refund.

4. Assessment of Faulty Returns & Invalid Claims

All returned items claimed as faulty will be inspected and tested.

If a returned item is assessed and found not to be faulty, an invoice will be issued to cover:

  • The cost of return shipping of the item back to you; and
  • The recovery of any freight, handling, packaging, and administrative costs incurred by Campervan Builders as a result of an invalid or incorrect faulty product claim.

Items will be held until all outstanding charges are paid. If payment is not received within 7 days, Campervan Builders reserves the right to dispose of the item without further notice.

5. Incorrect Items Supplied

If you receive an item that is not what you ordered, you must contact us immediately.

Incorrect items may be returned only if:

  • They are unused
  • They are unopened
  • They are in original packaging

Items must be checked as soon as they are received. We do not accept responsibility for incorrect items that have been installed, modified, or used.

6. Change of Mind & Discretionary Returns

Campervan Builders does not offer returns or refunds for change of mind.

This includes, but is not limited to:

  • Ordering the wrong item
  • Items not being compatible with your setup
  • No longer wanting the product
  • Purchasing in error

Discretionary Exceptions

At our sole discretion, we may offer:

  • Store credit (excluding original shipping costs), or
  • A refund subject to an administration, restocking, and transaction fee (generally 15–20% of the order total, minimum $10)

Any discretionary return:

  • Must be approved in advance
  • Must be unused, unopened, and in original packaging
  • Must be returned at the customer’s expense

Change-of-mind returns, if approved, will only be accepted once per order. If an item is returned and replaced with another product, the replacement item will not be eligible for return.

7. Special Order & Custom Products

No returns or cancellations will be accepted for special order or custom-made products.

Please ensure these products are correct before placing your order.

8. Wholesale Customers

For wholesale customers, we generally do not accept returns for change of mind, incorrect ordering, or compatibility issues.

At our discretion, we may offer a refund or exchange subject to:

  • A 20% restocking fee
  • Exclusion of shipping costs
  • Items being unused and unopened in original packaging

9. Shipping, Risk & Transit Responsibility

  • Campervan Builders is responsible for goods during transit to the customer
  • The customer is responsible for goods during transit back to us

Returned items that are lost or damaged during return shipping will not be refunded.

Where a refund is approved, shipping charges are not refundable. Any refunded amount will have the full unsubsidised shipping costs deducted, including but not limited to:

  • Freight charges
  • Packaging materials
  • Handling and labour time associated with dispatch

Shipping insurance for returns can be arranged upon request prior to return.

10. What We Do Not Refund

We do not refund:

  • Original delivery costs
  • Insurance charges
  • Unsubsidised shipping, packaging, or handling costs
  • Items damaged or lost during return transit
  • Returns that were not approved in advance

11. Order Cancellations

Orders may be cancelled only before dispatch and at our discretion.

If an order is cancelled after payment has been processed, a 2–3% cancellation fee will apply to cover non-recoverable bank and payment processing fees.

Once an order has been dispatched, it can no longer be cancelled and will be subject to this policy.

Special order or custom-made products cannot be cancelled once processing or production has commenced.

12. Policy Updates

This policy may be updated from time to time. The version published on our website at the time of purchase applies.