Refunds & returns

Your ACL rights come first. Nothing in this policy, your purchase agreement, or any sales representation can remove or limit your rights under the Australian Consumer Law. If a caravan has a major failure — including a defect that would have changed your decision to buy — you are entitled to a full refund. These rights exist regardless of whether a deposit has been paid or a build has commenced. See our Consumer Rights page for full details.

1. How JB Caravans purchases work

JB Caravans are sold through our authorised dealer network. The purchase process typically involves:

• An initial enquiry and dealer consultation — no financial commitment at this stage

• A written purchase agreement signed with your authorised dealer, which sets out the agreed price, build specifications, and deposit terms

• A deposit paid at the time of signing the purchase agreement

• Build and delivery of your caravan, followed by handover

This website does not sell caravans directly. No purchase contract is formed through the website. All financial commitments are made through your authorised dealer's purchase agreement.

2. Deposits

A deposit is required to confirm your order and commence your build. The specific deposit amount will be set out in your purchase agreement with your dealer.

When deposits are refundable vs non-refundable

Your purchase agreement will specify the deposit conditions. As a general guide, the following applies — but always refer to your signed agreement, as terms may vary by dealer:

Generally refundable

• JB Caravans or the dealer cannot deliver the caravan within the agreed timeframe and you choose to cancel

• The caravan delivered does not match the agreed specification in a material way

• A major fault exists at the time of delivery that constitutes a major failure under ACL

• The transaction is cancelled by mutual written agreement

• A statutory cooling-off period applies and you exercise your right within that period

Generally non-refundable

• You change your mind after signing the purchase agreement

• You cancel due to a change in personal circumstances not caused by JB Caravans

• You are unable to obtain finance (unless a finance condition was included in your agreement)

• You cancel after build has commenced with customisations specific to your order

• You fail to take delivery within the agreed timeframe without a valid reason

Important: The Unfair Contract Terms regime (effective November 2023) applies to standard-form contracts including caravan purchase agreements. Deposit forfeiture clauses that are disproportionate to the loss suffered by the seller may be void. If you believe a deposit forfeiture clause in your agreement is unfair, contact Consumer Affairs Victoria (1300 558 181) or the ACCC (1300 302 502).

3. Your ACL refund rights — what they cover

Separate from deposit terms, your rights under the Australian Consumer Law entitle you to a refund in the following circumstances, regardless of what your purchase agreement says:

Major failure — you choose the remedy

You are entitled to a full refund if the caravan has a major failure, including where:

• The caravan is not of acceptable quality and the failure is significant enough that a reasonable consumer would not have bought it knowing about the problem

• The caravan is substantially unfit for its stated purpose and cannot easily be remedied

• The caravan is unsafe

• The caravan is significantly different from what was described — including in our website, brochures, or by a sales representative

For a major failure, you choose between a full refund, a replacement of equivalent value, or compensation for the reduction in value. You are not required to accept a repair.

Minor failure — we repair first

For a minor failure that can be remedied, JB Caravans or your dealer is entitled to repair the caravan within a reasonable time. If the repair is not completed within a reasonable time, you may arrange the repair elsewhere and claim the reasonable cost from us.

Compensation for consequential loss

In addition to your primary remedy, you may claim compensation for any other reasonably foreseeable loss caused by the failure — such as storage costs, transport costs, or accommodation costs directly arising from the defect.

4. Accessories, parts, and merchandise

For accessories, parts, or merchandise purchased through JB Caravans or an authorised dealer:

• Faulty items will be repaired, replaced, or refunded in accordance with your ACL consumer guarantee rights

• Change-of-mind returns on accessories are at the discretion of the selling dealer — confirm their returns policy at the time of purchase

• Items must be returned in original, unused condition with proof of purchase for any change-of-mind return to be considered

5. What we cannot exclude

The following cannot be excluded, limited, or modified by any purchase agreement, warranty document, or sales communication:

• Your right to a refund for a major failure under ACL s 259

• Your right to compensation for consequential loss under ACL s 259(4)

• Your right to choose your remedy for a major failure

• Consumer guarantees under ACL ss 51–64A

Any term in a purchase agreement that purports to exclude these rights is void to that extent under ACL s 64.

6. How to request a refund

• Contact your authorised JB dealer first — they are the contracting party for your purchase and handle refund requests directly

• If your dealer is unable to resolve the matter, contact JB Caravans directly using the details below

• Provide your full name, order details, proof of purchase, and a clear description of why you are requesting a refund

• For ACL-based refund claims, describe the fault clearly including when it was first noticed and what has happened since

We will assess your request and respond within 10 business days. If you are not satisfied with our response, you may escalate to Consumer Affairs Victoria (1300 558 181) or the ACCC (1300 302 502). See our Complaints Process for full escalation steps.

7. Contact us

JB Caravans Pty Ltd — Customer Experience Team

2040–2060 Sydney Road, Campbellfield VIC 3061

Phone: 1800 991 169  ·  Direct: (03) 8339 7222

Email: warranty@jbcaravans.com.au

Monday – Friday, 8:30am – 5:00pm AEST

ACL refund rights: Competition and Consumer Act 2010 (Cth), Schedule 2, ss 51–64A, s 259, s 64. Unfair Contract Terms: ACL ss 23–28 (effective November 2023).