Returning a Product
Returning a product if you change your mind
If you change your mind about a purchase or make an incorrect choice and notify us within 7 days of delivery, we will provide you with a store credit for unopened products after the goods are returned to us, either to a store, or posted back to us at your expense. The store credit will be for the product price paid. A receipt must be produced as proof of purchase. Risk of loss or damage to the goods will not be assumed by Kangaroo Tent City and BBQ's until the item has been received at our warehouse. This Kangaroo Tent City and BBQ's Change of mind policy does not apply to: Clearance items, refurbished or ex demo products, sleeping bags or sleeping bag inner sheets, cooking utensils or food related items, personalised products, hygene related products or if specifically noted as excluded on the product listing or newsletter. Consumer guarantees (see below) apply to all products, including refurbished, ex demo, clearance products, and change of mind exclusions on individual product listings or newsletters.
Return Authorisation Number - A Must Have
A Return Authorisation (RA) number is required for replacement Products and refunds. Where Customer Service has provisionally determined that a Product is defective , Customer Service will issue you with an RA. Products cannot be returned to us without an RA. The Product should be returned to Kangaroo Tent City and BBQ's within 30 calendar days of the issuance of the RA. Where possible, all Products should be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product. If the accessories are not included, only a partial refund will be applied.
Organising the Return of Products
Products must be returned whenever we agree to provide you with a refund or replace the Product. Where you received a Product with a Major Fault by Australia Post eParcel, Customer Service will email you a PDF voucher containing an RA which you must affix to the product. Kangaroo Tent City and BBQ's will pay for items with a Major Fault to be returned to us, in situations where a Minor Fault is determined, the shipping expense is paid by the customer. Once it is agreed a Product is to be returned and an RA number has been issued, you must then take the Product to any Australia Post Office for return. Where you have received a defective Product by our courier service and it is determined the Product should be returned, we will make arrangements with our courier service for collection of the Product, and will notify you when they will collect the Product from you. Pickup times are between 9am and 5pm, Monday to Friday. Customer Service will email you a PDF voucher containing an RA which you must affix to the product.
When a Replacement Product is arranged
- Where there is a Major Fault and a replacement for the same Product that you ordered has been agreed, we will ship the replacement Product to you at our expense after we have received your returned Product.
- The delivery time for the replacement Product will be the same as stated for the original Product.
- Consumer Guarantees apply to all replacement products.
Some Products - Manufacturer Warranty
Some Products sold through Kangaroo Tent City and BBQ's are serviced and supported by the manufacturer or supplier. Kangaroo Tent City and BBQ's recognises that customers purchasing some products, such as portable refridgerators, solar panels, and selected BBQs and portable shelters, require a high level of technical support therefore we would ask you to contact the manufacturer or supplier for trouble-shooting assistance. If the manufacturer or supplier is unable to assist, and the product is covered by a consumer guarantee, Kangaroo Tent City and BBQ's will provide a suitable remedy.
Consumer guarantees apply under the Australian Consumer Law. Nothing in these Terms and Conditions excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at http://www.consumerlaw.gov.au. If a Product has a Minor Fault, we will provide a repair, a replacement part, or offer you a replacement to rectify the issue at our discretion. If a Product has a Major Fault, you are entitled to:
- reject the goods and receive a refund
- reject the goods and receive an identical replacement, or one of similar value if reasonably available, or
- keep the goods and receive compensation for the drop in value caused by the problem.
If you think that a Product is defective you should contact us immediately and a Kangaroo Tent City and BBQ's Customer Service Representative will assist you. A photo or photo(s) may be requested to assist with the assessment of your claim. Please do not send your goods back to us before we have spoken to you. Where a Product has a minor fault, we may be able to replace a part without the need to return the Product to us. If there is a minor fault and the item needs to be inspected or repaired, we will request you to post the particular part back to us at your expense, we will repair or replace the item and then send it back to you at the expense of Kangaroo Tent City and BBQ's. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property. We encourage the notification of any issues with a Product as soon as practical aftern receiving the Product. When a claim is made more than 30 days after delivery, we will require details of the concern along with full details about the way the product has been used before providing advice or authorising return of the product. Where a Product claim is not covered by a consumer guarantee, the cost of replacement parts, repairs and shipping will be at the expense of the customer. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Replacement Products are covered by the same Kangaroo Tent City and BBQ's warranty as that applicable to the original product. They are also covered by consumer guarantees (see Consumer Guarantees above).