AusTuff Warranty, Returns & Refund Policy

Austrack Campers (Auscamper Pty Ltd)

Austrack Campers (“we”, “us”, “our”) is committed to providing clear, fair, and transparent warranty, return, and refund processes for all AusTuff branded products sold through Austrack Campers.

This policy should be read in conjunction with the Austrack Campers Refund & Returns Policy and your rights under the Australian Consumer Law (ACL).

1. Warranty Coverage – AusTuff Products

Warranty Eligibility

• Warranties apply only to the original purchaser
• Warranties are non‑transferable under any circumstances
• Warranty periods begin from the original date of purchase
• Products must be purchased new from Austrack Campers or an authorised Austrack dealer

Warranty Periods by Product Category

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What the Warranty Covers

This warranty covers defects in materials or workmanship under normal use and proper maintenance during the applicable warranty period.

At its discretion, Austrack Campers will:

• Repair the product, or
• Replace the product or defective component

All warranty assessments and approvals are carried out solely by Austrack Campers Head Office.

What the Warranty Does NOT Cover

The warranty does not cover faults or damage resulting from:

• Misuse, abuse, neglect, or incorrect operation
• Failure to follow operating, storage, or maintenance instructions
• Normal wear and tear
• Unauthorised modifications or repairs
• Accidental damage or collision
• Use in rental, hire, or commercial fleet applications
• Continued use of the product after a fault becomes apparent
• Environmental damage (including rust, corrosion, water ingress where misuse is determined)
• Consumables and expendable parts

If a product is deemed to have been misused by the customer, the warranty will be void.

2. Returns & Refunds – AusTuff Products

Faulty Products (Our Fault)

Austrack Campers will offer a repair, replacement, or refund only where:

• The product is confirmed to be faulty, and
• The fault is due to a manufacturing defect or error attributable to Austrack Campers or AusTuff

All claims are assessed in accordance with Australian Consumer Law.

No Change‑of‑Mind Returns

Change‑of‑mind returns are NOT accepted for AusTuff products that:

• Have been used, operated, installed, or run
• Have been unwrapped where hygiene or safety is a concern
• Are engines, vehicles, or recovery equipment

Recovery Gear

Recovery Gear cannot be returned for change of mind if:

• The product has been used, or
• The product has been unwrapped, as it may have been used and safety cannot be guaranteed

Quad Bikes & Tuk Tuks

• No change‑of‑mind returns once operated or used in any capacity
• Must be assessed for warranty faults only
• Any misuse or improper operation will void warranty coverage

3. Factory Seconds, Clearance & Ex‑Demo Products

• Sold “as‑is”
• No warranties, refunds, exchanges, or credits apply
• Cosmetic defects or disclosed faults do not qualify for return
• Purchasing these items acknowledges acceptance of their condition

4. Warranty Claims Process

All warranty claims must:

1. Be lodged via the Austrack Campers Warranty Claim Form
2. Be submitted within the applicable warranty period
3. Include proof of purchase and supporting evidence (photos, video, description)

Austrack Campers may request further evidence before making a determination.

Unauthorised Repairs

• Repairs must not be carried out without written approval
• Any unauthorised repair costs will be the responsibility of the customer
• Approved third‑party repairs require written authorisation

5. Shipping Damage

Shipping damage must be reported:

• Immediately upon receipt, or
• As soon as practicable if damage is concealed

Evidence such as photos and carrier documentation may be required.

6. Australian Consumer Law

This policy operates in addition to your rights under the Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any rights you may have under the ACL, including rights to refunds, repairs, or replacements for major failures.

7. Contact Information

All returns, refunds, and warranty enquiries must be directed to:

Austrack Campers (Auscamper Pty Ltd)
73 Lear Jet Drive, Caboolture QLD 4510
service@austrackcampers.com.au
1800 797 797