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Returns Policy

Payment Policy

To ensure we can dispatch your order the same day (for purchases made before 1:00 PM), please complete your payment by following the checkout instructions.

We accept payments through PayPal and Bank Deposit. If you do not have a PayPal account, you can still use this option as a Guest, and pay with your credit card.

If you are paying by Bank Deposit, please use your full name as the reference so we can match up your payment. Please note that orders will not be fulfilled until we have received your payment into our account, this may take 1-3 business days to clear.

If you require any assistance during checkout or payment, please email us at orders@suncoastcaravanservice.com.au, and one of our team will guide you through the process.

Shipping Policy

To ensure we can get your order to you as promptly as possible, we use a variety of couriers depending on the item/s and your location.

Where possible, most orders are sent with Australia Post. This allows items to be sent to all Australian addresses, including PO Boxes. Express Post is available on certain items at an additional cost. If you require Express Post, the cost will be available to you during checkout.

Long, large, heavy or bulky items that exceed Australia Post limits will be sent with TNT Couriers. TNT does not accept deliveries to PO Boxes. Some extra large items may incur higher delivery fees to rural areas. Shipping bulky items to residential addresses may require manual handling and will incur additional fees.

Any orders placed prior to 1:00 PM will be sent the same day. This excludes orders placed over the weekend or on public holidays, these orders will be sent out on the next business day.

All items are sent with Authority to Leave and will be left at a safe place on your nominated premises, if no one is in attendance.

DELIVERY TIMES

The delivery time-frames below are estimates only. Delivery may be delayed over the standard delivery estimates at times, due to circumstances beyond our control. We shall not be liable for any loss or damage incurred due to failure of the order (or any part of it) to be delivered promptly or at all.

Standard Mail Service:

Major Cities & Metro Areas: 4-7 business days WA Country & NT: 8-10+ business days Within Queensland:

Metro Areas: 1-3 business days Country: 3-5 business days

Outside Queensland:

Metro Areas: 3-7 business days Country: 7-10 business days

Express Postage:

Within Express Post Network: Next business day Outside Express Post Network: 1-3 business days

INCORRECT ADDRESS

Please advise us as soon as possible on (07) 5443 1036, or via email at orders@suncoastcaravanservice.com.au if you have supplied us with an incorrect delivery address.

If you order has not yet been dispatched, we will update your delivery address prior to posting. If your order has been dispatched, additional charges may be incurred for the re-delivery to the updated address.

TRACKING YOUR ORDER

Orders will receive an email with the tracking information attached, once the order has been dispatched.

If you believe your order has gone missing in transit:

Have you done a Track and Trace? If applicable, we would have supplied you with a tracking number via email. Contact the Courier direct with you tracking number for further information.

If you do not hear back from the Courier, contact us on (07) 5443 1036, or via email at orders@suncoastcaravanservice.com.au We will lodge an investigation with the Courier. Upon verification by the Courier, if the delivery cannot be located, we will organise for a replacement order to be sent to you.

MISSING, INCORRECT OR DAMAGED ITEMS

If you receive your order and believe there are items missing or incorrect, please contact us as soon as possible on (07) 5443 1036, or via email at orders@suncoastcaravanservice.com.au within 2 business days, so we can investigate and rectify the missing/incorrect item for you.

If you believe your item has been damaged by the Courier during transit, you must contact us within 24 hours of receiving your order, along with photos of said damage, and we will lodge a case with the Courier. They will not accept liability for any damage outside of this 24 hour window.

International orders

We do not deliver to any other countries. We are unable to respond to international emails.

RETURNS POLICY

We accept returns on items for a maximum of 14 days after delivery. If 14 days have gone by since your order was delivered, unfortunately we cannot accept a return unless the goods are faulty or damaged. To request a return, you must contact us as soon as possible on (07) 5443 1036, or via email at orders@suncoastcaravanservice.com.au. Once your return has been accepted, you will be contacted with the return mail address.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If we receive the item back in any condition otherwise, a 20% restocking fee will apply.

Note that items sent back without contacting us prior to sending and us receiving the appropriate return authority, will not be refunded or exchanged. We accept no liability for items returned in those cases.

CHANGE OF MIND

If you are unhappy with your purchase and would like to return it, the item must be in its original packaging and condition as described above. We accept change of mind returns a maximum of 14 days after delivery.

To request a return, you must contact us as soon as possible on (07) 5443 1036, or via email at orders@suncoastcaravanservice.com.au. Once your return has been accepted, you will be contacted with the return mail address.

We do not cover return shipping for change of mind purchases, and you will be responsible for covering these costs.

Shipping costs are non-refundable. This includes items where free shipping is available on purchase. If you receive a refund for your purchase, the cost of the original shipping will be deducted from your refund.

FAULTY OR DAMAGED ITEMS

If you believe you have received a product that is damaged, faulty or in any other way defective, you must contact us as soon as possible on (07) 5443 1036, or via email at orders@suncoastcaravanservice.com.au.

We will discuss the problem with you and suggest remedy if possible. Otherwise we will organise a return shipping label for you to return the items, and replace or refund as necessary.

If you believe your item has been damaged by the Courier during transit, you must contact us within 24 hours of receiving your order, along with photos of said damage, and we will lodge a case with the Courier. They will not accept liability for any damage outside of this 24 hour window.

SALE ITEMS

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you have done all of the above and you still have not received your refund yet, please contact us at jessica@suncoastcaravanservice.com.au.