Terms of service

Terms & Conditions | Refund & Warranty Policy

These Terms & Conditions, Refund Policy, and Warranty Policy apply to purchases made from CrazyCampers.

By placing an order with us, you agree to the terms below.

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law or any other applicable law.

1. General Terms & Conditions

a. Product descriptions, images, specifications, prices, and availability are provided in good faith and may be updated from time to time.

b. Product images are for illustration purposes only. Accessories, vehicles, roof racks, mounting systems, tools, brackets, awnings, or other items shown in photos are not included unless clearly stated in the product listing or order confirmation.

c. Minor differences may occur due to manufacturing updates, batch variations, supplier changes, photography, screen display settings, or product improvements.

d. Customers are responsible for checking that a product is suitable for their vehicle, roof rack, canopy, trailer, tray, platform, intended use, and installation setup before purchase and installation.

e. Customers must ensure that all vehicle roof load limits, roof rack load ratings, mounting points, brackets, hardware, and installation methods are suitable and safe for the product.

f. CrazyCampers is not responsible for damage, loss, injury, installation problems, or compatibility issues caused by incorrect installation, unsuitable mounting systems, overloading, unsafe use, vehicle modification, or failure to check suitability before purchase.

g. We reserve the right to correct pricing, listing, product, stock, or website errors at any time. If an obvious error affects an order, we may cancel the order and provide a refund before dispatch or pickup.

2. Shipping, Delivery and Pickup

a. Delivery times are estimates only. Delays may occur due to freight carriers, weather, public holidays, remote locations, incorrect delivery details, depot handling, or events outside our control.

b. CrazyCampers is not responsible for indirect or consequential losses caused by delivery delays, including missed trips, booking costs, accommodation costs, labour costs, installation delays, business loss, or loss of enjoyment.

c. Customers must ensure the delivery address is suitable for large or bulky freight where applicable.

d. Additional charges may apply for redelivery, failed delivery attempts, incorrect address details, depot holding fees, remote or difficult-access locations, tail-lift requirements, manual handling requirements, or change of delivery address after dispatch.

e. Pickup orders are available by prior arrangement only. Customers must wait for confirmation before attending the pickup location.

f. Customers are responsible for ensuring their vehicle, trailer, straps, tie-downs, and loading method are suitable and safe for transporting the product.

g. Once a pickup order has been collected, the customer is responsible for safe loading, securing, transport, unloading, and any damage caused during or after pickup.

h. Customers must inspect products upon delivery or pickup and notify CrazyCampers of any visible damage, missing items, or incorrect items as soon as reasonably possible.

i. For freight damage claims, clear photos of the packaging, product, freight label, and damage must be provided within 10 days of delivery where reasonably possible. Delayed reporting may limit our ability to lodge or support a freight claim.

3. Refunds, Returns and Cancellations

a. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

b. You may be entitled to a repair, replacement, refund, or other remedy if a product fails to meet a consumer guarantee under the Australian Consumer Law.

c. We may accept change-of-mind returns within 14 days of delivery or pickup, subject to approval by CrazyCampers.

d. To be eligible for a change-of-mind return, the product must be unused, uninstalled, undamaged, clean, dry, complete, and in original packaging where reasonably possible.

e. All accessories, parts, manuals, brackets, hardware, covers, bags, and components supplied with the product must be returned with the product.

f. Customers are responsible for return freight costs for change-of-mind returns.

g. A restocking fee may apply to change-of-mind returns, generally between 15% and 20% of the product price, depending on the product condition, packaging condition, handling required, and resale impact.

h. Original shipping charges, payment processing fees, installation fees, service fees, and other non-product costs may not be refundable for change-of-mind returns, unless required by law.

i. Unless required by law, returns may not be accepted for products that are used, installed, damaged after delivery or pickup, incomplete, missing parts, affected by dirt, moisture, mould, mildew, odour, staining, corrosion, poor storage, or no longer in resaleable condition.

j. Custom, modified, clearance, discounted, special-order, or final-sale items may not be eligible for change-of-mind returns unless required by law.

k. If an order is cancelled before dispatch or pickup, we may provide a refund, less any payment processing fees, special-order costs, handling costs, or other costs already incurred.

l. If an order has already been dispatched, the order may need to be treated as a return. Return freight and restocking fees may apply, unless the return is required under the Australian Consumer Law.

4. Warranty

a. CrazyCampers provides a 12-month limited warranty from the date of purchase, unless a different warranty period is clearly stated on the product page or invoice.

b. This warranty applies to defects in materials or workmanship under normal consumer use, proper installation, and proper care.

c. This warranty is provided in addition to any rights you may have under the Australian Consumer Law.

d. Depending on the issue, CrazyCampers may assess, repair, replace, supply replacement parts, provide a refund, or provide another remedy required by law.

e. To make a warranty claim, customers must provide proof of purchase, order number or invoice number, clear photos or videos showing the issue, photos of the full product and installation setup, details of how and when the issue occurred, and any other information reasonably required to assess the claim.

f. CrazyCampers may request that the product, part, photos, videos, installation setup, or returned item be inspected before determining whether the issue is covered under warranty or Australian Consumer Law.

g. If a claim is approved, the remedy may include repair, replacement parts, product replacement, refund, or another remedy required by law.

h. If the issue is found not to be a manufacturing defect, or is excluded under this policy, the customer may be responsible for inspection costs, return freight, replacement parts, labour, or other associated costs.

i. The warranty does not cover damage, deterioration, failure, or loss caused by:

  • normal wear and tear;

  • misuse, abuse, neglect, accident, impact, collision, overloading, or improper use;

  • incorrect installation, poor fitment, unsafe mounting, unsuitable roof racks, unsuitable brackets, unsuitable hardware, or unsuitable vehicle setup;

  • off-road use, corrugations, vibration, extreme terrain, commercial use, hire use, competition use, or use beyond the product’s intended purpose;

  • failure to inspect, tighten, maintain, or service the product and mounting hardware regularly;

  • lack of reasonable maintenance, inspection, cleaning, drying, ventilation, storage care, or failure to properly dry and store the product after exposure to moisture, rain, condensation, humidity, or wet conditions;

  • exposure to salt, coastal environments, chemicals, tree sap, bird droppings, dust, mud, sand, fuel, oils, solvents, harsh cleaners, or other contaminants;

  • storm, wind, hail, flood, fire, excessive rain, snow load, falling branches, or other environmental events;

  • modification, alteration, repair, drilling, cutting, repainting, or use of non-approved parts or accessories;

  • cosmetic marks, scratches, dents, fading, discolouration, minor surface corrosion, or other cosmetic changes that do not affect normal function;

  • zippers, seals, stitching, fabric, poles, struts, hinges, brackets, hardware, rails, ladders, lights, wiring, or moving parts damaged by misuse, poor maintenance, overloading, incorrect handling, or environmental exposure;

  • damage caused by continuing to use the product after an issue becomes apparent.

5. Mould, Mildew, Moisture and Storage Disclaimer

a. Mould, mildew, odour, staining, fabric discolouration, corrosion, surface deterioration, stitching deterioration, material breakdown, and other moisture-related damage are generally caused by environmental conditions, condensation, poor ventilation, wet pack-up, damp storage, inadequate drying, improper storage, or lack of ongoing care and maintenance.

b. These issues are not covered under warranty unless we determine, after inspection, that the issue was directly caused by a manufacturing defect.

c. You must ensure the product is fully dry before storage. If the product has been exposed to rain, condensation, washing, coastal air, humid conditions, river crossings, wet roads, or any other moisture, it must be opened, aired, cleaned where necessary, and fully dried as soon as reasonably possible.

d. Roof top tents, awnings, covers, bags, mattresses, carpets, fabric components, and other soft goods must not be packed away or stored while wet or damp for extended periods. Even short-term damp storage can cause mould, mildew, odour, staining, corrosion, and fabric deterioration.

e. Long-term storage should be in a clean, dry, shaded, and well-ventilated area. Products should not be stored in sealed, humid, poorly ventilated, or damp environments.

f. The presence of mould, mildew, odour, moisture damage, staining, corrosion, fabric discolouration, stitching deterioration, or fabric deterioration may result in a return, refund, or warranty claim being rejected where the issue is consistent with improper care, inadequate drying, poor ventilation, improper storage, or environmental exposure.

g. Moisture-related damage caused by improper drying, cleaning, ventilation, maintenance, or storage will be treated as a care and storage issue, not a manufacturing defect.

6. Warranty Claim Process

Email: info@crazycampers.org

When contacting us about a warranty claim, please include:

  • your full name;

  • order number or invoice number;

  • proof of purchase;

  • clear photos or videos of the issue;

  • photos of the full product;

  • photos of the installation setup where relevant;

  • a clear description of the issue;

  • when the issue was first noticed;

  • how the product has been used, stored, cleaned, dried, and maintained.

We may ask for further information, additional photos, videos, or inspection before assessing the claim.

Please do not dispose of, modify, repair, or continue using a product with a suspected issue before contacting us, as this may affect our ability to assess the claim.

7. Product Use, Safety and Maintenance

a. Customers must use all products safely, responsibly, and in accordance with their intended purpose.

b. Customers are responsible for ensuring the product is installed correctly, securely mounted, safely loaded, properly maintained, and suitable for the vehicle and intended use.

c. Customers must follow all applicable vehicle, roof rack, canopy, tray, platform, and mounting system load limits.

d. Bolts, brackets, hinges, gas struts, ladders, rails, mounting hardware, and load-bearing parts should be checked regularly, especially after installation, long trips, off-road use, corrugated roads, heavy rain, or extended storage.

e. Products should not be used in unsafe weather, high wind, storm, flood, snow load, or other dangerous conditions.

f. CrazyCampers is not responsible for damage, injury, loss, or failure caused by unsafe use, overloading, incorrect setup, lack of maintenance, unsuitable installation, or failure to follow reasonable safety precautions.

8. Liability

a. To the maximum extent permitted by law, CrazyCampers is not liable for indirect, incidental, special, or consequential loss or damage arising out of or in connection with the purchase, installation, use, misuse, storage, transport, or failure of our products.

b. This includes, but is not limited to, vehicle damage, roof rack damage, canopy damage, tray damage, mounting system damage, installation costs, removal costs, inspection costs, labour costs, freight costs, travel costs, accommodation costs, recovery costs, loss of income, business interruption, loss of profit, downtime, third-party property damage, personal inconvenience, or loss of enjoyment.

c. To the maximum extent permitted by law, our liability is limited to the original purchase price of the product giving rise to the claim, or the cost of repairing, replacing, or refunding that product, as determined in accordance with applicable law.

d. Nothing in this clause limits any rights that cannot be excluded under the Australian Consumer Law.

9. Website Use

a. The content on our website is provided for general information only.

b. We do not guarantee that the website will always be available, error-free, complete, or fully up to date.

c. We may update, correct, modify, or remove website content at any time.

d. Unauthorised use of our website, images, text, product descriptions, branding, or intellectual property is not permitted.

10. Governing Law

These terms are governed by the laws of Victoria, Australia.

Any dispute arising from these terms, our products, or our services will be subject to the courts and tribunals of Victoria, Australia, unless otherwise required by law.

11. Contact

For returns, warranty claims, or product support, please contact CrazyCampers with your order number, proof of purchase, photos, videos, and a clear description of the issue.

Email: info@crazycampers.org