Returns & Refunds Policy

2. Deposits & Cooling Off Period

Upon confirmation of an order, a minimum deposit of 10% of the total purchase price is required.

• 7-Day Cooling Off Period: A full refund of your deposit is available if you cancel your order within 7 days of placing it.
• After 7 Days: If you wish to cancel after the cooling off period, the amount refundable will be at the sole discretion of SUV Caravans.
• Special & Custom Orders: Cancellations for goods made to your specifications, special orders, or non-stock items will not be accepted once an order has been placed.

3. Return Window & Eligibility

You may return a product within 24 hours of receiving your purchase, subject to the following conditions:

• Written Approval Required: You must obtain written approval from the SUV Caravans Dealership Head Office before returning any product. Do not return items without prior written consent.
• Original Condition: Products must be returned in their original unopened, unused, and undamaged condition. Any product that has been used, damaged, or modified in any way will not be accepted for return.
• Opened Packaging: Any item with opened packaging will not be accepted for return. This includes but is not limited to: Hot Water Systems, Fridges, Portable Toilets, Solar Panels, and Bearing Kits.
• Place of Return: Purchases must be returned to the place of manufacture or purchase with valid proof of purchase within the specified period.

4. Restocking & Administration Fee

All approved returns are subject to a 20% restocking and administration fee, which will be deducted from the balance of the purchase price to be refunded to the Purchaser. By proceeding with a return, the Purchaser authorises SUV Caravans to deduct this fee.

• Registration costs are not refundable
• Dealer delivery costs are not refundable
• Any customer-requested work or modifications are not refundable

5. Refund Processing

Once your return is approved and the goods are received and inspected:

• Refund Method: Refunds are processed by direct deposit only. Funds will only be deposited into a bank account in the name of the Purchaser.
• Timeframe: Refunds take approximately 5–10 business days to process upon receipt of the Purchaser's banking details in writing.
• Finance Purchases: If the purchase was made using finance, SUV Caravans will require a settlement advice from the finance provider and will deposit refund funds directly to the finance provider's account only. The Purchaser is responsible for all finance termination fees and any costs associated with finance cancellation. Proof of clear title and a PPSR search will be required.

6. Warranty Claims

Manufacturing defects and warranty claims are handled separately under our warranty policy:

• All new products assembled by SUV Caravans are covered by a 12-month manufacturer warranty from the date of delivery
• Warranty claims must be submitted through our Warranty & Repair portal
• Warranty claims are assessed within 14 days of receipt of the completed claim form
• Warranty does not cover wear and tear, misuse, weather events, or unauthorised modifications
• Water entering through caravan roof or walls is not classified as a major defect and does not constitute grounds for a refund or replacement

7. Non-Returnable Items

The following cannot be returned under any circumstances:

• Items with opened, used, or damaged packaging (including Hot Water Systems, Fridges, Portable Toilets, Solar Panels, Bearing Kits)
• Products purchased as "ex-demonstrator", "DEMO", "display", or "as is where is" — unless specifically stated otherwise in writing by SUV Caravans
• Products showing signs of use, installation, or modification
• Accessories and items that are covered under the manufacturer's own warranty (e.g. Truma, Al-Ko, Arena, Renogy, Victron)
• Items without valid proof of purchase
• Any product returned after the 24-hour window without prior written approval

8. How to Request a Return

To request a return or refund, you must act within 24 hours of receiving your purchase:

1. Contact your SUV Caravans Dealership immediately and request written approval for the return
2. Provide valid proof of purchase (original invoice)
3. Describe the reason for the return clearly in writing
4. Include photos if claiming damage or defect
5. Await written approval before returning any item — do not deliver the product without confirmed approval
6. Return the product to the place of manufacture or purchase in its original condition
7. Provide your banking details in writing to initiate the refund process

9. Contact Us

For questions about returns or refunds, please contact us promptly — the 24-hour return window begins from the time of receiving your purchase:

• Visit our Contact page to reach out online
• Contact your nearest dealership directly

This policy is subject to change. Please check this page periodically for updates. For warranty-specific information, please refer to our Warranty & Repair page and our Warranty & Service Handbook provided at time of delivery.