Buying a caravan is a significant decision. This page sets out clearly when you are entitled to a refund, what happens with your deposit if circumstances change, and how your statutory rights under the Australian Consumer Law protect you, regardless of anything in your purchase agreement.
How Network RV purchases work
Network RV caravans are sold through our authorised dealer network. The purchase process typically involves:
An initial enquiry and dealer consultation, with 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, and every order placed with Network RV today is a new contract with JB Caravans Pty Ltd.
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.
Deposits are placed with your Network RV dealer and protected until your van is delivered.
Deposits paid to Network RV Pty Ltd (in administration) before its assets were purchased stayed with that company and are not held by us.
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
Network RV 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 the ACL
The transaction is cancelled by mutual written agreement
A statutory cooling-off period applies (these are limited and may not apply to caravan purchases) 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 Network RV
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
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 on our website, in 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, Network RV 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, transport or accommodation costs directly arising from the defect.
Accessories, parts and merchandise
For accessories, parts or merchandise purchased through Network RV 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
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 to 64A
Any term in a purchase agreement that purports to exclude these rights is void to that extent under ACL s 64.
How to request a refund
Contact your authorised Network RV 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 Network RV 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 consumer protection agency in your state or territory, and where appropriate the relevant tribunal (in Victoria, VCAT). See our Complaints process for full escalation steps.
Contact us
JB Caravans Pty Ltd · Customer Experience Team
ABN 94 153 020 047
2040–2060 Sydney Road, Campbellfield VIC 3061
Network RV
0492 003 899
warranty@networkrv.com.au
Monday to Friday, 8:30am to 5:00pm AEST
ACL refund rights: Competition and Consumer Act 2010 (Cth), Schedule 2, ss 51 to 64A, s 259, s 64. Unfair Contract Terms: ACL ss 23 to 28 (effective November 2023). This policy applies to JB Caravans Pty Ltd, trading as Network RV, and is governed by the laws of Victoria, Australia. Privacy Act 1988 (Cth) and Australian Privacy Principles.