HEMA - Go-To Guide for Caravans

DELIVERY LOCATIONS

CAOS make deliveries Australia-wide and across the globe.

DELIVERY CHARGES ON ORDERS

Postage will be calculated at checkout and will be sent to you by your selected freight option.

We reserve the right to charge additional shipping charges to remote locations; If this applies, we will contact you to provide a quote and obtain your approval and payment before finalising and shipping your order.

For all international orders (when available), delivery charges will apply – calculated at the checkout.

PLEASE NOTE: Due to Customs regulations, there are a select number of items that are not able to be shipped internationally. These products will have this noted in their product description.

PROCESSING YOUR ORDER

If you selected Standard Post as your delivery method, your order can be delivered to PO Boxes or Post Offices. If you select another courier option, a PO Box delivery is not available.

If your delivery address is a Parcel Locker, Standard Post or Australia Post Express Post are the only delivery methods available to you.

Due to the freight company’s policies surrounding COVID-19 and contactless delivery, signature on delivery is not available at this time. If you are not at home at the time of delivery, the freight company will endeavour to leave your package in a safe place. We strongly recommend delivery to a work address wherever possible. CAOS will not be held responsible for packages that go missing if no-one is home at the time of delivery.

If you choose to have your order left when you are not at home, the responsibility is yours, but contact us immediately to discuss and we may be able to assist. If you provide clear written delivery instructions, we will do our absolute best to have them followed.

Delivery is between Monday and Friday, excluding public holidays.

ORDER CONFIRMATION

As soon as you place your order you will receive an order confirmation e-mail or SMS message from CAOS to confirm that we have received your order in our system and your chosen payment method has been accepted. Please keep this e-mail or SMS as proof of your purchase.

If your items are on backorder or unavailable, we will reach out to you via e-mail or phone to discuss the options available to you.

DELIVERY DESPATCH

Orders are usually dispatched within approximately 1-2 business day. During Peak times or Sales events, orders can take up to approximately 4 Business Days to be dispatched. However, we endeavour to get your order to you ASAP.

Once your order has been dispatched, delivery time will be subject to the delivery service selected but depending on location, it can range from 2-14 business days (delivery to WA addresses may exceed this timeframe).

TRACKING ORDERS

All orders delivered within Australia automatically have tracking. If your order has not arrived within 2 business days of expected delivery, please contact us at sales@caos.com.au for assistance in tracking your order.

Note: CAOS cannot be held liable for items not arriving within a certain timeframe.

As soon as the item has been shipped, we will provide you with a tracking number via email or SMS. You can then use this number to track your package online. If you do not receive this email, please contact us at sales@caos.com.au.

DELIVERY RECIEPT

IMPORTANT: Please check that all items received are what you have ordered. If you have received an incorrect item, DO NOT OPEN IT. We will not accept any returns or provide refunds for items that have been opened, tampered with, or not in their original condition.

If you receive a damaged item, please contact us within 4 days of delivery and do not throw it away as we will require proof that the item has been damaged. For example, email us images of the damaged item at sales@caos.com.au.

UNATTENDED DELIVERY ADDRESSES

Deliveries are generally made Monday to Friday, 9am to 5pm. As such we recommend you use a business address or an address where you, or someone you designate, will be available to receive your delivery.

Some of our couriers may require a signature from you on delivery. If you are not home at the time of delivery, the courier may leave a card with collection details. Should nobody be available to accept delivery, the item will be left at your address or may be kept with the courier and a redelivery fee may be incurred at your expense. Please note this is at their discretion.

Please feel free to contact us should you want to make alternate arrangements for delivery. We are flexible and here to help.

PRICES AND PAYMENT

All prices on the website are in Australian dollars and are inclusive of GST. Prices are subject to change without notice.

CAOS OFFERS EVERY AUSSIE 4WD / ADVENTURER DIRECT ACCESS TO QUALITY PRODUCTS AT AFFORDABLE PRICES

At CAOS, our commitment to quality and service is absolute; we seek out the very best products, and then only purchase from selected manufacturers and suppliers, both local and overseas. CAOS also manufactures various products in Australia.

CAOS has one (not so small) shop and an extensive online offer.

Our team consists three working (mates) partners; our families and a few others that add a wealth of industry knowledge. For us – it’s personal. Regardless of whether you’re a CREW Member or not, you have our solemn promise to always have your back.

CAOS SETS THE STANDARD WITH AN EXTENSIVE WARRANTY OFFER

• 14 day money-back Guarantee
• Various levels of Warranties including:

 14 DAY MONEY-BACK GUARANTEE

Customer satisfaction is important to CAOS. We want our CREW Members to be happy with their selected products, and so we provide the opportunity for you to return your goods within 14 days from the date of purchase should you not be satisfied.

In order to qualify for the 14 day money-back guarantee, the products need to be:

• In an unused as-new condition and unmodified;
• In the original, undamaged packaging;
• The return packaging is such that the product is returned undamaged;
• All parts and instructions supplied at the time of purchase be returned with your products.

CAOS TESTED TOUGH LIFETIME WARRANTY

TESTED TOUGH BY AUSSIES FOR AUSSIES® is our stamp of Quality. Let’s face it, Australia is tough; our beach, bush and deserts will chew through any poorly made gear in a second and you know it is going to happen right when you need it most. How do you pick quality gear? It’s a tough ask! Remember the old saying... “You can’t judge a book by its cover.” Just because it’s shiny does not mean it is quality.

The TESTED TOUGH program was developed by CAOS to test products for quality, strength and durability.

Any product with the TESTED TOUGH BY AUSSIES FOR AUSSIES® certified stamp has been field or lab tested to a standard that you can rely on. You can rest assured that products with this stamp of quality have been proven ready and capable of standing up to our Australian environment.

We are so sure of the quality and durability of every product with this certified stamp, we offer a Lifetime Warranty on TESTED TOUGH products.

LIFETIME DEFINITION

The Lifetime Warranty covers the average life of each product against defects in materials and workmanship. There is no time limit to make a claim.

The Lifetime Warranty excludes all batteries and failures / damage due to wear and tear, misuse or abuse.

CAOS CREW FREE 1 YEAR EXTENDED WARRANTY

One of the many CAOS CREW Member benefits is that we provide an additional 1 year extended Warranty over and above all standard Warranty of products purchased from CAOS either online or instore - regardless of the brand.

For example: if the standard Warranty for a product is 1 year, CAOS CREW Members receive an additional 1 year extended Warranty which then provides a total 2 year Warranty period.

*Terms and Conditions apply, see below.

SUPPLIERS WARRANTY (OTHER THAN CAOS PRODUCTS)

CAOS is a reseller for brands included but not limited to OZTENT, OZTRAIL, Front Runner, NARVA, CampBoss and many more. Each supplier offers a standard Warranty period.

As a CAOS CREW Member, you will be entitled to an additional 1 year extended Warranty. Note: This extended 1 year Warranty does not apply to GME products, and all AGM and Lithium Batteries.

Where required, CAOS will assist with any Warranty claims in accordance with the suppliers Terms and Conditions.

We will always be your first point of contact. We can assess Warranty claims, and whenever possible, complete the claim at the same time. There will times when a claim will need to be forward to the supplier.

CAOS NOMAD AWNINGS

The NOMAD range of awnings are based on only the very best materials available. We offer a standard 2 year Warranty on all NOMAD awnings. If you are a CAOS CREW Member, you qualify for the additional free 1 year extended Warranty.

*Terms and Conditions apply, see below.

NOMAD 270+ Premium Awning - Free Standing Warranty: 

Warranty:

• The Nomad 270+ Premium Awning includes a 3 year manufacturer’s warranty for CAOS Crew Members and a 12 month warranty for all other customers.
• CAOS reserves the right to refuse any warranty claims if the awning is not installed in accordance with the requirements outlined in this policy. This includes, but is not limited to, claims related to damage caused by improper installation, use of an inappropriate vehicle, or failure to regularly inspect and maintain the awning and mounting brackets.
• Damage caused due to use in adverse weather conditions is not covered under the manufacturer’s warranty. Should you require assistance with replacement parts, please email our Customer Service Team at sales@caosgear.com.au
• You can read more about our Warranty Policy & inclusion HERE

By following this policy, customers can ensure the safe and proper installation of 270 degree awnings on their vehicles and protect their warranty rights.

CAOS POWER 12 VOLT RANGE

CAOS POWER range of battery boxes and accessories are built using very best materials. The CAOS POWER range is no different; we offer the following warranty:     

• Battery Box - 3 year Warranty (additional 1 Year if you are a CREW Member)
• 12V Accessories – 1 year Warranty (additional 1 Year if you are a CREW Member)

 *Terms and Conditions apply, see below.

CAOS ADVENTURE SERIES CASES

Our warranty coverage for the powder-coated steel latches and fixings on all CAOS Adventure Series Cases does not cover exposure to salty atmosphere or salt spray, due to the highly corrosive effects of salt.

GENERAL TERMS AND CONDITIONS OVERVIEW

The above Warranty offers are limited to manufacturing and materials defects. Warranties do not include damage or failure caused by misuse or abuse, wear and tear, condensation, extreme weather, accidents, incorrect set up or installation, damage caused by mould, insects, animals or children, replacement of non-rechargeable batteries that have depleted their charge (non-rechargeable batteries are covered for 6 months from date purchase).

GME products and all AGM and Lithium Batteries are excluded from the additional 1 year Warranty offer. The CAOS CREW member 1 year extended Warranty commences at the completion date of the standard product warranty.

All Warranties provided by CAOS are subject to the following conditions:

1. Warranties cover authorised resellers with proof of purchase required;
2. Warranties not transferrable;
3. Warranties do not cover second-hand goods.

For full Terms and Conditions, please click here.

WARRANTY REGISTRATION

If you would like to register your warranty, please click here.

MAKING A WARRANTY CLAIM

Within Australia, making a Warranty claim in relation to the above is straight forward. A couple of items to note:

• All claims require a copy of your sales receipt of purchase (if you have misplaced your receipt, please contact us at warranty@caosgear.com.au and we can arrange for a copy to be sent out to you).
• To fill out the online Warranty Claim form, click here.
• To assist with your Warranty Claim, please attach up to three photos.
• You will receive an email with your claim number and we will be in touch with you shortly.

If you require additional assistance, please phone 1300 646 603 or email warranty@caosgear.com.au to discuss and arrange your claim.

Products subject to Warranty need to be returned to CAOS at 151 Robinson Road East, Geebung Qld 4034. All freight costs associated with the original purchase of the product are not refundable. All costs relating to the return of product for assessment may be payable by consumer.

For Warranty claims outside Australia, please contact the retailer where you purchased the product. They will assist you with resolving your Warranty claim.

CONSUMER RIGHTS

Our goods come with guarantees that cannot be excluded under Australian Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.

IF YOU ARE NOT HAPPY WITH OUR TEAM’S ASSESSMENT OF YOUR RETURN?

If at any time you feel that your rights under our Returns Policy or the Australian Consumer Law have not been met, please let us know by emailing us at warranty@caosgear.com.au, via letter to: CAOS, 151 Robinson Road East, Geebung Qld 4034 or phone 1300 646 603.

CONTACT US

For more information about our privacy practices, or if you have questions, please contact us by email at warranty@caosgear.com.au or phone 1300 646 603.