Returns, Refunds and Cancellations
This policy covers products and installation services bought from the VanMania online shop. Campervan hire has its own terms and isn't covered here.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have problems with the goods or service rectified in a reasonable time and, if this is not done, to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Nothing in this policy limits those rights.
Damaged in transit or wrong item
If your order arrives damaged or isn't what you ordered, tell us within 30 days of delivery, with photos if you can. We'll arrange a replacement or a refund, cover the cost of sending it back, and refund your original shipping.
Faults and warranty
Clesana products come with a manufacturer's warranty from Clesana AU (Clesana Australia), and Clesana AU handles all warranty assessments, repairs and replacements.
Contact Clesana AU directly: info@clesana.au or 0452 208 145. Have your order number and the toilet's serial number ready.
Or contact us at shop@vanmania.com.au or 03 6185 0071, and we'll lodge the claim with Clesana AU for you and keep you updated.
The manufacturer's warranty is in addition to your rights under the Australian Consumer Law. If you'd rather deal with us as the seller, you can.
Change of mind
If you change your mind, you can return a product within 30 days of delivery as long as it is:
unused and in a condition we can resell;
in its original, undamaged packaging; and
complete with all parts, manuals and paperwork.
The following can't be returned for change of mind:
any toilet that has been used or installed;
opened or partly used consumables, such as barrier film liners and absorber capsules;
custom-made or made-to-order items; and
sale or clearance items.
For change-of-mind returns:
you pay the return postage, and this isn't refunded. We recommend a tracked and insured service, because the item is your responsibility until it reaches us;
original shipping charges aren't refunded;
there is no restocking fee; and
if an item comes back used, damaged or incomplete, we may give a partial refund.
Pre-orders
You can cancel a pre-order at any time before it is dispatched, and we'll refund you in full. Once it has been sent, the change-of-mind rules above apply.
Installation services
Cancel or reschedule at least 48 hours before your booked installation for a full refund.
If you cancel within 48 hours of the booking, we keep a $100 call-out fee and refund the rest.
If we need to cancel, you get a full refund or a new time that suits you.
If there's a problem with our workmanship, tell us and we'll come back and fix it.
Delivery
We deliver within Tasmania only. Pickup in Hobart or an installation booking is free. Standard delivery anywhere in Tasmania is $15 for orders up to $500, and free for orders over $500. In-stock items usually ship within 2 business days; ordered-in items usually take 2–3 weeks.
How to make a return
Ask us first. Email shop@vanmania.com.au or call 03 6185 0071 with your name, order number, the item, the reason, and photos or the serial number if it's a fault. Items sent back without approval may not be accepted.
Wait for approval. We'll confirm the return and send instructions, including the address to send it to.
Send it back in its original packaging, following our instructions.
Refunds
We inspect returned items within 5 business days of receiving them.
Once a return is approved, we refund you within 10 business days to your original payment method. Your bank may take a few extra days to show it.
We don't swap items directly. We refund the original, and you can place a new order for the item you want.
Contact
VanMania
shop@vanmania.com.au · 03 6185 0071