Shipping & Returns
All transactions are processed in AUD.
2. Shipping and Delivery Policy
The Goods are delivered Australia wide using DHL. Shipping costs are influenced by the size and weight of the Goods and your location. Exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout.
Orders are generally dispatched within 1-2 business days and shipping times are estimated at between 1-8 business days depending on factors including availability of the Goods and your location within Australia. Please be aware deliveries outside of metropolitan areas may take longer. This service will require your signature when the parcel is delivered. If you are not available at the time of delivery, a card will be left for you to collect your parcel from your closest DHL depot. Please note that DHL only delivers parcels to residential or business addresses.
3. COVID-19 Update For Customers
Local Authorities may, from time to time, issue declarations or impose restrictions due to the COVID-19 pandemic which may result in extended delivery times depending on stock locations and freight lead-times.
Our commitment is to ensure we continue to provide a high level of customer service in these difficult times, and we will use our reasonable endeavours to meet any estimated dates for delivery. Notwithstanding this, any delivery timeframe given is an estimate only. For further information, please see our Terms of Sale. We thank you for all your support to date and into the future.
If you have any queries regarding your order, please contact our customer support team during office hours via 1800 21 21 21
Monday to Friday, 8.30 am - 4.30 pm AEST
Closed on weekends and public holidays
4. Customer Service Policy
We are committed to providing exceptional customer service and quality Goods. We endeavour to make sure that all Goods listed are currently in stock and pricing is true and correct. In the event that Goods ordered are not available or we are unable to fulfill your order we will notify you within 3 business days to arrange your purchase of an agreeable alternative item, a back order, or a full refund.
5. Exchange and Refunds Policy
If you’re not satisfied with your purchase, Dometic may allow you to return your product for a full refund of the product value within 30 days of your purchase, provided it has not been customized, is unused, and is still in its original packaging.
All requests for returns must be made in accordance with our Terms. All requests are to be made in writing to us or through our return form, within 30 days of purchase, with the following information:
· Your full name;
· Your order number;
· The reason you are seeking return of the Goods;
· Your instructions informing us how you would like the issue resolved; and
· A copy of your payment receipt.
This will ensure we have all the information to resolve quickly, or should we need to contact you. Once approved, a pre-paid shipping label will be provided and the return shipping cost will be deducted from the refund. Where the return relates to faulty Goods, the replacement will be sent out to you, at no charge, within 10 working days from the date we receive the faulty Goods.
For products purchased from an authorized dealer, the dealer’s return policy applies — please contact your selling dealer directly for more information.
For exchanges, please return your item(s) for a full refund and re-place an order on DOMETIC.com for the correct item.
In addition to your rights and remedies available under the ACL, we may offer an express warranty in relation to certain Goods (Warranty). When provided, the Warranty period and its terms and conditions may vary. Please refer to the packaging of the Goods, our brochures and the descriptions published on the Site to determine the Warranty term and Warranty conditions applicable (if any) for your purchase. Please contact our customer service team on 1800 21 21 21 if you have any questions about our express Warranty offerings.
Our goods 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 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.
Nothing in our Terms is to be interpreted as excluding, restricting or modifying any State or Federal legislation applicable to the supply of the Goods which cannot be so excluded, restricted or modified.
Full terms and conditions are set out in the Terms governing the sale of our Goods to you.