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Returns and Refund Policy

EFFECTIVE DATE: 9/8/2024

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Cadillac RV strives to ensure that all our customers are satisfied with their purchases, however, we understand that there are occasions when items may need to be returned so we have established the following policy to ensure this process is as simple as possible. 

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Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions.

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Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.

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CARAVAN PURCHASE RETURNS AND REFUND POLICY

 

Whilst every effort is made in the preparation of the description, it is a 'guide' only and no guarantee or warranty whatsoever is made as to the accuracy of the information contained within. All caravans are sold AS IS where is with no warranties or guarantee from the seller. All sales are final with no cooling off periods. Deposits are Non-refundable as they are strictly for the sale of the item. We do not accept returns or change of mind

 

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ONLINE STORE PURCHASE RETURNS AND REFUND POLICY (AWNINGS, AWNING FABRIC, ANNEX TENTS)

 

WHEN CAN I INITIATE A RETURN

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We ask that you let us know within 30 days of receiving your order that you wish to initiate a return via  our contact us form] or at cadillaccaravans@gmail.com. We have a 30 day return policy from when the item (s) were purchased. Please contact us before returning your product, as unapproved items may not be accepted. If 30 days has gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. 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 and be able to be resold as a new item. 

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To complete your return we require receipt or proof of purchase. 

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Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error will not be eligible for a refund. 

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Any item that has been misused, mishandled or incorrectly installed will not be eligible for a refund. 

All return postage is at the expense of the customer. 

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A restocking fee of 15% (of the purchase price) and actual postage cost will be deducted from the refund for change of mind purchases or non-defective returns. We accept NO responsibility for after-play damages, improper installation or customer modified items.  

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I RECEIVED THE WRONG ORDER 

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If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you contact us immediately via email (within 7 days) and provide a detailed description of the issue and images of the package delivery. 

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Damaged Products (Damaged During Shipping): 

Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. If your product arrives damaged as a result of the shipping process, we want to make it right. We will ask you to contact us immediately via email (within 7 days) and provide images of the package delivery (i.e photo of the damaged box prior to opening). We will initiate an investigation with the courier and work towards a resolution. This process could take up to one month.  A replacement will be dispatched when the investigation by the courier service is completed and finalised.

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DO YOU NEED TO UNDERTAKE A QUALITY CHECK?

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Yes.  Upon receipt of a returned item reported as damaged, we will perform a quality check to assess the extent of the damage and confirm it aligns with the customer's description. This check is crucial to ensuring that we address the issue appropriately and provide a solution such as a replacement, repair, or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping or a manufacturing defect, we will proceed with the corrective action at no additional cost to the customer. 

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Processing Times for Returns

Once we receive your returned item, please allow up to 10 business days for your return to be processed. Refunds will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. You will be notified if the refund has been approved or not. 

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An approved refund will be applied to the original method of payment.  Refunds may take up to 7 days processing to come through from your bank or credit card company.

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

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Exchanges
We only replace items if they are defective or damaged.

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SHOULD I RETURN BY REGISTERED POST?

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We recommend that you return the product via Registered post. Cadillac RV will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

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WILL A RESTOCK FEE APPLY?  

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A restocking fee of 15% (of the purchase price) and actual postage cost will be deducted from the refund for change of mind purchases or non-defective returns

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WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

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NO we will not refund postage costs for returned items except in cases where the return is due to an error on our part, such as if the item is damaged, faulty or incorrect.  If you are returning an item due to personal preference or dissatisfaction where no error on our part has occurred, you will be responsible for covering the return postage costs.   

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POLICY UPDATES

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We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.

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