Sampson Tuck Cancellation and Refund Policy

At Sampson Tuck, we are committed to your satisfaction with our caravan and motorhome products and services. This Cancellation and Refund Policy outlines the terms for returning products and canceling services purchased through sampsontuck.com. This policy complies with the Australian Consumer Law (ACL) and does not affect your statutory rights.

1. Returns and Refunds for Products

Eligibility for Refunds: Products purchased from sampsontuck.com (e.g., caravan cleaning supplies, electrical components) may be returned for a refund within 30 days of the purchase date, provided they are:
- Unused and in their original condition.
- In original packaging with all components, manuals, and tags intact.
- Accompanied by proof of purchase (e.g., order confirmation or receipt).
Non-Refundable Items: Products that have been used, damaged, or modified (e.g., opened cleaning chemicals, installed electrical components) are not eligible for a refund unless they are faulty or not as described.
Faulty, Damaged, or Incorrect Products: Under the ACL, you are entitled to a remedy (repair, replacement, or refund) if a product is faulty, not of acceptable quality, not fit for purpose, or does not match its description. If you receive a faulty, damaged, or incorrect product, contact us within 30 days of purchase. We will offer a refund (including original shipping costs), replacement, or repair, depending on the issue and your preference.
Return Process:
1. Contact our support team at [sampsontuck.com] with your order number and reason for return.
2. We will provide return instructions or a prepaid shipping label (for faulty or incorrect items). Package the product securely with proof of purchase.
3. Ship the product to the provided address. Customers are responsible for return shipping costs unless the product is faulty, damaged, or incorrect.
Refund Processing: Once we receive and inspect the returned product, we will notify you via email about refund approval or rejection. Approved refunds will be processed to the original payment method within 10 business days. Allow additional time for your bank or card issuer to post the refund.

2. Cancellations and Refunds for Services

Service Deposits: For services such as caravan cleaning or electrical work, we may require a deposit to secure your booking. Deposits are fully refundable if you cancel before the service begins (e.g., before cleaning or electrical work starts).
Cancellation Process:
1. To cancel a service and request a deposit refund, contact us at [sampsontuck.com] with your booking details.
2. Cancellations must be made before the service start date. Once the service begins, deposits are non-refundable.
Completed Services: Services that have been fully performed are non-refundable unless they do not meet the agreed-upon specifications or are not of acceptable quality under the ACL. If a service is faulty, contact us to discuss remedies (e.g., correction of the service or refund).
Refund Processing: Approved deposit refunds will be processed to the original payment method within 10 business days of cancellation confirmation.

3. Australian Consumer Law (ACL) Protections

Under the ACL, you are entitled to guarantees for products and services, including that products are of acceptable quality, fit for purpose, and match their description, and that services are provided with due care and skill.
If a product or service fails to meet these guarantees, you may be entitled to a repair, replacement, or refund, depending on the issue’s severity (major or minor failure). For major failures, you may choose a refund or replacement. For minor failures, we may choose to repair or replace the product or correct the service.
This policy does not limit your ACL rights. For more information, visit www.accc.gov.au.

4. General Terms

Shipping Costs: Original shipping costs are non-refundable unless the return is due to a faulty, damaged, or incorrect product.
Restocking Fees: We do not charge restocking fees for eligible returns.
Contact Us: For questions or to initiate a return or cancellation, email [sampsontuck.com] or call [+61 414 311 901]. Our team is here to help.
Policy Display: This policy is available on sampsontuck.com and at the point of sale for transparency.

5. Online Purchases (Cooling-Off Period)

The ACL does not provide a statutory cooling-off period for online purchases of goods or services unless specified in our terms. However, our 30-day refund policy for products and deposit refund policy for services (before service starts) offers flexibility beyond ACL requirements.