Refund and Returns Policy

Refunds & Returns Policy

Austrack Campers Online Store (Auscamper Pty Ltd)
Austrack Campers (“we”, “us”, “our”) is committed to providing clear and fair returns and cancellation processes. This policy outlines the conditions under which refunds, returns, and cancellations are accepted.

Change of Mind Returns

We accept returns for change of mind within 14 days of delivery, subject to the following conditions:
  • A 25% restocking fee applies to all change‑of‑mind returns
  • Items must be unused, undamaged, and returned in their original packaging
  • Proof of purchase is required
  • Return freight costs are the responsibility of the customer
Returned items will be inspected upon receipt. Approved refunds will be processed minus the 25% restocking fee and any applicable charges.

Factory Seconds & Clearance Items

Factory Seconds, Ex-Demo, and Clearance items are sold as‑is.
  • These items cannot be returned or exchanged under any circumstances
  • No refunds will be provided for cosmetic imperfections or known defects disclosed at the time of sale

Dispatch, Redirection & Cancellations

  • Order redirection is not available once an order has been dispatched
  • Customers must wait for delivery before initiating a return in accordance with this policy

Cancellations After Dispatch

  • If you choose to cancel an order after it has been dispatched, a cancellation fee will apply
  • Cancellation fees may include, but are not limited to:
    • Outbound freight costs
    • Return freight costs
    • A 25% restocking fee
    • Administrative and handling charges

Special Order Cancellations (Spare Parts)

All special order items are subject to the following conditions:
  • Customers must complete the Spare Parts Request Form
  • Special order items may take up to 12 weeks for production
  • Full payment is required prior to manufacturing

Cancellation of Special Orders

  • Cancellations are subject to a cancellation fee of up to 50%
  • In certain circumstances, cancellations may not be permitted
  • All cancellation requests are assessed at the sole discretion of Austrack Campers Spare Parts

Australian Consumer Law

This policy operates in addition to your rights under the Australian Consumer Law (ACL).
You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts, or modifies any rights you may have under the ACL.

Contact Us

For all return, refund, or cancellation enquiries, please contact our customer service team directly before returning any items:
Austrack Campers (Auscamper Pty Ltd)
📧 Email: spareparts@austrackcampers.com.au
📞 Phone: 1800 797 797