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.
Returned goods MUST be in the original packaging, unopened, undamaged and free of any shipping labels or marks. Otherwise, we will be unable to award any refunds or alternate products. We recommend using a different box for shipping in order to ensure the returned product is kept in good condition.
It is the buyer’s responsibility to pay the freight/shipping charges and insurance associated with the return. This is to ensure there is a proof of delivery for these goods being returned. Goods that are shipped with ‘receiver to pay’ will be rejected by us, leaving the courier responsible.
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
Caravan build date