New Age Caravans Gippsland (NACG) offers our clients a 30 day returns policy and a 7 day change of mind policy. We accept returns for incorrect item(s) supplied, warranty issues, and change of mind within the time period outlined above.
Faulty, Wrong or Damaged Item Supplied:
If an item is delivered faulty or damaged, it will be replaced or refunded. Please notify us within 30 days of delivery. Proof of purchase will need to be provided.
If you receive the incorrect part from NACG, the item will be replaced and shipped at our cost. If our product(s) have incorrect descriptions, photos, or information, then NACG will wear the cost of return postage. If you have ordered the wrong item, we will accept returns, but the postage will be at your cost.
If your item(s) is under warranty and has a relevant issue, we require you to notify us of the issue, the date of purchase, and the serial number (if applicable). NACG will warrant all goods supplied by NACG, where a third party is responsible for the warranty the manufacturers terms and conditions will apply. NACG will assist you with warranty claims with the third party where possible.
NACG will require the proof of purchase, the item being claims against, and will supply you with the dispute/RMA number which will need to be included with the returned item.
You will be required to pay for the postage to return the item for the warranty claim. NACG will pay for the postage to send the item back to you once the warranty claim is finalised. The exception to this is if no manufacturing fault is found, in which case you will be responsible for the postage costs in both instances.
Change of Mind:
NACG will accept change of mind returns within 7 days of delivery date, as long as the product and packaging is in original and resaleable condition. Upon the return of the item(s) you will be refunded for the purchase price, less any costs incurred by NACG.
Items we do not accept for change of mind returns include but are not limited to:
- Toilet/sanitation products that have been opened, had the seal broken, or have been installed.
- Items that NACG do not normally stock, which were specially ordered for you.
- Items that have been installed, modified, used, or damaged.
NACG utilise multiple shipping partners, including but not limited to Australia Post, Aus Country Carriers, and TOLL.
You are more than welcome to organise your own freight. If you do so it will be your responsibility to provide us with the shipping details and the freight company shipping labels.
NACG calculates shipping costs based on weight and size and offers express postage, you can select this option at your own additional cost. NACG will supply you with tracking information where able, tracking details are assigned to your sale and can be tracked online.
NACG will package items in a manner that protects them during postage, and label them accordingly to ensure safe delivery. NACG aims to process orders on the same day as purchase. Cut off time for same day dispatch is 3:00PM. Where the purchase is made on a weekend or public holiday, the order will be processed on the next business day.