If for any reason you’re not completely satisfied with your purchase, we will give you a 30 day money-back guarantee from the time you purchase the goods unless otherwise indicated in writing. Please email us at sendhelp@notlostaustralia.com.au within that time if you are not satisfied with your purchase so that we can help resolve any issues.

 To organise a return, please email our customer service team via sendhelp@notlostaustralia.com.au with the following information:

  • Full Name
  • Contact Number
  • Invoice Number
  • Product Name/Type/Size if applicable

Before you begin your return process you need to double check the following.

The item needs to be in as-new condition, this means:

In original packaging
We're unable to offer a full refund on items that no longer present as brand new or show any signs of use. The best way to keep the item new is by sending it back in the same original packaging & condition as when you first opened it.

Unused
Make sure you’re completely satisfied your new item before you open it and use it. The item needs to be returned in brand new condition.

All tags and labels attached
Avoid taking the tags off your purchased item until you're sure you’re going to keep the item.

Return Delivery Process
If you’re returning your item(s) as a result of changing your mind, you’ll be responsible to cover the cost of return delivery via registered or tracked post. Once your return claim with all your details has been submitted to us via email to sendhelp@notlostaustralia.com.au, you'll have 5 business days to provide the shipment tracking number. If you exceed this timeframe, we ask that you follow up with us and resubmit your request to return, to sendhelp@notlostaustralia.com.au.

You assume any risk of lost, theft or damaged goods during transit and therefore we advise you to insure your parcel. Caravan & Camping Superstore Pty Ltd will not be responsible for parcels lost or damaged in transit if you choose not to insure.

 If the item(s) are not received into our warehouse or store in the original condition (unopened, unused, all tags and labels attached) we won’t be able to offer a full refund.

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Warranty Information

Every product you purchase from Caravan & Camping Superstore Pty Ltd (CCS) comes with the original manufacturers guarantee and a full manufacturer's warranty. CCS will replace or repair any product at its discretion that is subject to faulty manufacturing or workmanship including materials

Warranty periods differ between products, so please check the warranty terms and conditions for your specific product. You'll find this information on the individual product page.

Exclusions
The above warranty is limited to manufacturing and materials defects. Not including damage caused by misuse or abuse, wear and tear, condensation, extreme weather, accidents, incorrect set up, damage caused by mould, insects, animals or children. This also excludes damage caused by a jammed, snagged zipper or excessive force applied to a product causing failure. For all tents, this also excludes accidental puncture or piercing by poles.

Consumer Rights
Our goods come with guarantees that cannot be excluded under Australian law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.

Damaged item during transit

All products we dispatch are suitably packed to protect the goods inside. Items are checked prior to packaging and are handled with great care to ensure each item is dispatched in new condition.

However, on the rare occurrence that the item(s) you purchased is damaged upon arrival, please contact us 1300 NOT LOST.

How to make your claim

Please email us at sendhelp@notlostaustralia.com.au with the details listed below:

• Full Name
• Phone Number
• Email address
• Full Delivery Address
• Product & Mobile Name
• Size & Colour
• Purchase Date
• Details of damage to product
• Please attached your proof of purchase
• Please attached photos of the relevant damage to the product.

Return your product to us

Not Lost Australia Product Warranty Claim 40 South Pine Road Brendale QLD 4520

All postage costs associated with return of the product is payable by the consumer. We recommend registered post to ensure safe return of the item.

The process

We know how frustrating it is as a consumer to manage a return, so we look to process your warranty request within the shortest time possible.

All warranty and damage claims and postage costs will be assessed and rectified with replacement of old product for new.

If you require assistance to make your claim or need more information, please contact us on 1300 NOT LOST.

Feedback

If you just love our product or have something great to say about our staff members, we would love to hear from you! Drop us a line

As a family owned small business we’re trying hard every day to provide the best quality product and the highest level of service. If on the off chance we’re not meeting your expectations and you have constructive feedback we would love to hear from you, email us.