Refund policy

Returns & Refunds Policy

Purpose

This policy explains returns, exchanges and refunds for products purchased through the Dometic Mobile Power Solutions online store.

Australian Consumer Law

Customers are entitled to remedies for products that fail consumer guarantees. Major failures may entitle customers to choose a refund or replacement. Minor failures may be repaired or otherwise remedied within a reasonable time.

Change of Mind Returns

Unused, unopened and resaleable products may be returned within 30 days of delivery subject to approval. Proof of purchase is required. Return freight is the responsibility of the customer. Products containing Dangerous Goods, special-order products, used products, installed products and clearance items are generally excluded.

Return Conditions

Items must be returned in original packaging with all accessories, manuals and components.

Faulty, Damaged or Incorrect Goods

Where goods arrive damaged, are faulty, or do not match the order, Dometic will provide an ACL-compliant remedy and will cover reasonable return shipping costs for valid claims.

Return Process

Customers should contact support before returning products. A Return Authorisation may be issued. DG items must be returned using compliant transport arranged or approved by Dometic.

Refund Processing

Approved refunds are issued to the original payment method. Refunds are generally processed within 5-10 business days after approval and receipt of returned goods where applicable.

Exchanges and Replacements

Subject to stock availability, replacement products may be offered instead of a refund where permitted under ACL.

Non-Returnable Items

Gift cards, downloadable software, custom-made products and hazardous goods returned outside approved channels are not eligible for change-of-mind returns.

Policy Alignment

This policy incorporates ACL consumer guarantee requirements and adopts a customer-friendly 30-day change-of-mind framework broadly consistent with leading Australian e-commerce marketplaces.