All Thermal Theory Products

Exchange, Returns, and Refunds Policy

Before you lodge a return or refund, we ask that you engage with our customer service center as we may be able to resolve or troubleshoot the issue with your product without needing to escalate to a return or refund case.

• Email: returns@everythingcaravancamping.com.au


• Phone: 1300 12 2021

All goods purchased from ECC come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Everything Caravan & Camping understands that sometimes there are unforeseen issues that arise that require a return or refund to be lodged. We care and wish to protect buyers as well as sellers by mediating fairly in every circumstance. We ask that both buyers and sellers are respectful and reasonable throughout the returns and refunds process.

Here are the scenarios where you can request a return:

• If you received a different item from what you originally purchased


• Your item was lost in transit


• The item was not delivered and no tracking number was provided or the tracking number showed a different address from the nominated shipping address


• If you received a faulty item


• If there is a fault with an item you have purchased from ECC you can return it to the seller and be entitled to a refund or replacement, so long as the criteria and steps below are followed:

Provide us with your proof of purchase (e.g. your ECC Invoice, online tax invoice, credit card or bank statements). Any refund will be provided via the same method of payment as the original purchase. Evidence (photo or Video) clearly demonstrating the fault or incorrect item you have received. Upon assessment, the seller will offer a full refund or replacement if there is major problem with the item. The seller may offer a repair or replacement if the problem is not major.

### Change of Mind Policy

Our change of mind returns policy set out below is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

NOTE: When purchasing products on the ECC marketplace, please choose carefully as credits and returns where you have simply changed your mind or made a wrong selection of a product may incur a restocking charge of up to 25% at the seller's discretion.

You will be entitled to a change of mind return so long as the following steps and criteria are met:

• Items must be in original condition, unused and free of damages. Items must be returned with all tags still attached and in their original packaging. Items that don't meet this criteria will not be accepted by our change of mind policy.


• All return requests must be submitted by email to returns@everythingcaravancamping.com.au within 30 days after the purchase was made. Return requests made after 30 days from the purchase date will not be accepted.


• Please email returns@everythingcaravancamping.com.au including your Full Name, your Everything Caravan & Camping Invoice Number.<.li>
  
• Write your Everything Caravan & Camping Invoice number on the outer packaging of your return parcel to assist with the seller processing your return. Failure to write the order number on the outer packaging of your parcel may cause your return to be rejected.


• All items being returned to the seller must be dispatched for shipment by you within 10 Business days after the goods have been delivered to you.

IMPORTANT: Please include thereturn shipping tracking number in your email correspondence with our customer support team and/or the seller.
If applicable, please do not stick any labels on the original box/packaging when returning the product.

### Acceptance of your Change of Mind Return

Once the seller has received your parcel, we will refund the full amount to your original method of payment less any charges the seller has applied to your change of mind return (up to 25% of the purchase value).
Canceling an order before it has been sent

If an order is able to be canceled before it is sent out, then we can smoothly facilitate a full refund. The quickest way to intercept an order before it is sent out is by contacting the seller of the item you purchased and requesting the order be canceled before dispatch. The seller's contact information is located at the top right-hand corner of your Tax Invoice.

If you'd like to reach out to our customer service center to request a cancellation, please do so as soon as possible by either using our live chat or by calling 1300 12 2021.

Please note, Everything Caravan & Camping don't take any responsibility for intercepting orders before they are shipped out. If the order is shipped out prior to the seller being requested to cancel the order, you may incur a restocking fee of up to 25% at the discretion of the seller.

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Customer Service Policy

Thermal Theory is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed are currently in stock and pricing is true and correct. Standard delivery time frames are between 3-10 business days.

For all customer support, please reach out to our friendly support team by using our live chat feature or calling 1300 12 2021

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Shipping and Delivery Policy

Physical goods purchased through the Sites will normally be dispatched within 3 business days of your purchase.

Delivery of your goods typically fall with 3-10 business days from the date of purchase. Delivery times vary based on your location and the products you purchased, Any delivery times displayed on the Site are estimates only, based on information available to us at the time.

Goods purchased by you will be delivered to the place of delivery you specify when making the purchase on the Sites.

Title to and risk in the goods purchased by you will pass to you upon delivery of those goods to your requested place for delivery.

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