Terms & Conditions
Hawkins Marine Holdings t/a Marine and RV Online
ABN: 80 643 000 346
ACN: 643 000 346
All prices are in Australian Dollar and include GST.
We may credit your online account with a Refund Credit from time to time. Marine and RV Online will only provide Refund Credits under the Terms and Conditions detailed.
1. Any (applicable) Credit that may be in your online account must first be applied towards payment of Orders in progress;
2. Where any outstanding balance due on Orders is less than the total Refund Credits in your online account, you retain the future use of any unused Refund Credits to apply towards any future Order payments; or
3. In the event that you have insufficient Refund Credits to apply towards the outstanding balance due on the Orders, you must pay any remaining outstanding balance due on the Product by EFT, PayPal, Visa or MasterCard.
You can only request to redeem the full amount of your Refund Credits held in your online account. To redeem your Refund Credits contact Customer Service email@example.com. We will only redeem Refund Credits by a cheque sent to your mailing address.
If you cancel a contract because of a breach of statutory condition (eg if the Product is Dead on Arrival), a refund will be payable.
Returning a Product
If you change your mind about a purchase or make an incorrect choice, we will provide you with a store credit for unopened products within 14 days of delivery. This will incur a handling fee of 20% of the invoice value of the returned products plus any freight cost.
If the Product is damaged or Dead on Arrival, Dead Soon After Arrival or a Later Defect Product, we have indicated below what you should do and how Marine and RV Online will respond to the problem.
Marine and RV Online will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer or supplier are followed.
PLEASE NOTE – ALL SPARE PARTS ORDERS WILL BE EXEMPT FROM ANY RETURN FOR CREDIT OR REFUND UNLESS FAULTY. IT IS THE RESPONSIBILITY OF THE PURCHASER TO ENSURE THAT THE PART BEING ORDERED IS APPROPRIATE FOR THE PURPOSE REQUIRED. For example – That the spare part is the correct replacement part for the age/version/specification of the original.
For further assistance with product returns contact us via email firstname.lastname@example.org.
Dead On Arrival Products – “DOA”
A Marine and RV Online Product is considered DOA if it shows symptoms of a failure or is discovered to be broken or defective when first taken from its packaging.
A Marine and RV Online Customer Service Representative will provisionally determine whether the Product is DOA. Where a Product is provisionally determined as DOA we will arrange to provide a full refund or a replacement product, depending on your choice.
Where Marine and RV Online has provisionally determined that a Product is DOA, return shipping will be arranged at the expense of Marine and RV Online.
If the Product is deemed by Customer Service NOT to be DOA and is not covered by a warranty, Marine and RV Online may refuse to replace the Product or give you a refund for the Product.
When a Product is replaced, your replacement Product becomes your property and the returned DOA Product becomes our property. Replacement Products are provided with the same warranty as the returned Product.
When a refund is given, the returned DOA Product becomes our property.
Dead Soon After Arrival Products – “DSAA”
If you find a defect in a Product within a reasonable time after delivery and before you have used it a lot (30 days as a rule of thumb) you should notify Marine and RV Online and your claim will be treated in the same way as a DOA product (see “Dead On Arrival Products”).
Later Defect Products “LD”
If the Product is not DOA or DSAA and you find that the Product has a defect or a problem within a reasonable time during which it should not have that defect or problem, it is an LD Product. Marine and RV Online will exchange the LD Product where possible, or refund you the purchase price of the Product.
A reasonable time is the amount of time that is reasonable to expect, given the cost and quality of the item and the amount and type of usage. Only rarely will that period exceed one year and usually it will be much shorter.
Marine and RV Online offer a 1-year warranty on all items not covered by a manufacturer’s warranty, all other products are warranted in accordance with the manufacturers’ warranty period and terms. Marine and RV Online realises that there may be exceptions and understands that a product must be of reasonable quality and fit for purpose. If a customer believes that their Marine and RV Online product has not given them the value expected with the year after purchase, please contact the Customer Service Help Centre for assistance. Marine and RV Online will then determine whether to make a refund or provide a replacement.
We encourage the notification of claims within 90 days by offering to pay for the return of a Product where a claim is notified within that time and we provisionally determine that the Product is LD. Other cases will be considered on their merits.
Where claims are made more than 90 days after delivery, we will need full details about the way the LD Product has been used and it may be necessary for us to make further inquiries.
When a claim for an LD is made, a Marine and RV Online Customer Service Representative will provisionally determine whether the Product is LD. Where a Product is provisionally determined as LD we will arrange to provide a replacement product or a refund.
Where Marine and RV Online has provisionally determined that a Product is LD, return shipping will be arranged at the expense of Marine and RV Online if the claim has been notified to us within 90 days of delivery. Other cases will be considered on their merits.
If the Product is deemed by Customer Service NOT to be LD and is not covered by a warranty, Marine and RV Online may refuse to replace the Product or give you a refund for the Product.
Where a refund is given for an LD product, it may be given as a Refund Credit to Your Account.
The delivery time for replacing the Product will be the same as stated for the original Product.
Replacement Products are provided with the same warranty as the returned Product.
Return Authorisation Number – A Must Have
A Return Authorisation (RA) number is required for replacement Products and refunds.
Where Customer Service has provisionally determined that a Product is DOA, DSAA or LD, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to Marine and RV Online within 30 calendar days of the issuance of the RA. Where possible, all Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation, and registration that shipped with the Product.
Organising the Return of DOA Products
DOA, DSAA and LD Products must be returned whenever we agree to provide you with a refund or replace the Product. We will make arrangements with our courier service for the collection of the Product and will notify you when they will collect the Product from you. Customer Service will email you a PDF voucher containing an RA which you must affix to the product.
When a Replacement Product is arranged:
- A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned DOA, DSAA or LD Product.
- The delivery time for the replacement Product will be the same as stated for the original DOA, DSAA or LD Product.
- Replacement Products are provided with the same warranty as the DOA, DSAA or LD Product from the date the Replacement Product is dispatched.
Some Products – Manufacturer Warranty
Some Products sold through Marine and RV Online are serviced and supported by the manufacturer or supplier in accordance with the warranty information provided on the listing. Marine and RV Online recognises customers purchasing some products, such as air-conditioners and water makers; require a high level of support, therefore, we would ask you to contact the manufacturer or supplier for troubleshooting assistance.
We will not be liable for any loss of income, loss of profits, loss of contracts, loss of data or for any indirect or consequential loss or damage of any kind howsoever arising and whether caused by tort (including negligence), breach of contract or otherwise.
Our maximum aggregate liability for any Product supplied to you whether, in contract, tort (including negligence) or otherwise shall in no circumstances exceed the amount payable by you to us in respect of the Product(s) in question.
Your Data – Use And Protection
By placing your Order, you agree that we may store, process and use data collected from your Order Form for the purposes of processing your Order. If you so indicate on the appropriate section of your Order Form, by placing your Order you also agree that we may use such data, other than credit card details, in order to provide you with information from time to time on other Marine and RV Online Products that may be of interest to you. If you do not agree to us using such data in order to provide you with information on other Marine and RV Online Products, you should indicate your non-agreement on the appropriate section of your Order Form. You may obtain a copy of the data held by us concerning you on request in writing. We reserve the right to charge an administration fee for processing such request. If any data held by us concerning you is incorrect, we will correct it on your written request. Please refer to our Privacy Statement.
Credit Card Fraud
Whilst Marine and RV Online employs the latest in secure technology software for its transactions with our customers, Marine and RV Online will not be responsible for any damages, consequential losses (whether direct or indirect) suffered by a customer whose credit card is fraudulently used or is used in an unauthorised manner.
You shall not assign any rights and obligations under these Terms and Conditions whether in whole or in part without the prior written consent of Marine and RV Online. Any unauthorised assignment shall be deemed null and void.
If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and Conditions and the remainder of the provisions in question shall not be affected thereby.
Neither our failure nor your failure to enforce any Term or Condition constitutes a waiver of such Term or Condition. Such failure shall in no way affect the right to later enforce such Term or Condition.
Marine and RV Online reserves the right to change the Terms and Conditions of sale at any time.
No Marine and RV Online employee or agent have the authority to vary any of the Terms and Conditions governing any sale.
Marine and RV Online shall not be liable for any delay in performing any of its obligations under these Terms and Conditions if such delay is caused by circumstances beyond the reasonable control of Marine and RV Online, and Marine and RV Online shall be entitled to a reasonable extension of time for the performance of such obligations.
These Terms and Conditions shall be governed by and construed in accordance with the laws of Queensland and shall be subject to the non-exclusive jurisdiction of the courts of Queensland.