{"id":2206,"date":"2025-04-18T10:18:41","date_gmt":"2025-04-18T10:18:41","guid":{"rendered":"https:\/\/www.thetford.com\/au\/?page_id=2206"},"modified":"2025-07-17T18:01:02","modified_gmt":"2025-07-17T08:01:02","slug":"return-exchange-information","status":"publish","type":"page","link":"https:\/\/www.thetford.com\/au\/return-exchange-information\/","title":{"rendered":"Exchange, Returns and Refunds Policy"},"content":{"rendered":"\n<section class=\"content-background content-background--white\">\n    <div class=\"content-background__inner content-container content-container\">\n\n<p>&nbsp;All purchases made on&nbsp;<strong>Thetford.com.au<\/strong>&nbsp;are subject to Australian consumer law and subject to certain conditions when it comes to&nbsp;<strong>exchanges<\/strong>,&nbsp;<strong>returns<\/strong>&nbsp;and&nbsp;<strong>refunds<\/strong>.<\/p>\n\n\n<div class=\"block block-title-text-button\" id=\"block-harborn\/title-text-button-block_dcf659e14d937e8ead0bda8f9548f8d3\">\n      <h3 class=\"block-title-text-button__title\">Returns<\/h3>\n  \n      <p class=\"block-title-text-button__text\"><p>If you would like to return an item for an exchange <em><strong>(damaged)<\/strong><\/em> or refund <em><strong>(change of mind\/ordered the wrong thing)<\/strong><\/em>, you will need to submit a return request within <strong>48 hours of receipt of goods<\/strong> and our team will get in contact with you to discuss next steps within 1-2 business days.<\/p>\n<ul>\n<li><strong>Damaged Returns:<\/strong> Please attach to return request form pictures of multiple angles of damage items so team can assess your request and process as soon as possible.<\/li>\n<li><strong>Change Of Mind Returns:<\/strong> If you need to return an item and simply want to get another item instead, you will need to purchase correct item from the website\/webstore and a refund will be processed if approved for the returned item.<\/li>\n<\/ul>\n<p><strong>Please note:<\/strong> If item is been returned due to a change of mind or wrong item purchased, its the responsibility of the purchaser to cover all return shipping costs and return item needs to be in sale condition free from wear and tear.<\/p>\n<\/p>\n  \n  \n  <\/div>\n\n\n<div class=\"block block-title-text-button\" id=\"block-harborn\/title-text-button-block_9a141431a73d3d03b6ba66bfb4f18a51\">\n      <h3 class=\"block-title-text-button__title\">Refund<\/h3>\n  \n      <p class=\"block-title-text-button__text\"><p>In the case of getting a refund for your purchase, item will need to be returned to us within <strong>5 working days of receipt of the goods<\/strong> and team will process the refund, if approved within 10-15 working days from return request been submitted.<\/p>\n<p><strong>Please note:<\/strong> if refund is for change of mind or wrong item purchased, original shipping will not be refunded.<\/p>\n<\/p>\n  \n  \n  <\/div>\n\n\n<div class=\"block block-title-text-button\" id=\"block-harborn\/title-text-button-block_590f95ae207978ad649c3dd0fbcef079\">\n      <h3 class=\"block-title-text-button__title\">Faulty Items<\/h3>\n  \n      <p class=\"block-title-text-button__text\"><p>In the case of a faulty product returns , please contact an Authorised Thetford Service Agent agent to get item accessed and for more information please consult  Warranty information .<\/p>\n<\/p>\n  \n        \n      <div class=\"block-title-text-button__buttons\">\n                            <a href=\"https:\/\/www.thetford.com.au\/returns-request-page\/\" class=\"base-button block-title-text-button__button  base-button--type-primary\" target=\"\" >\n  \n  <span class=\"base-button__label\">Submit a return request<\/span>\n\n      <span class=\"base-button__icon base-button__icon-right\">\n      <svg width=\"20\" height=\"20\" viewBox=\"0 0 20 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2580_10102)\">\n<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M10.6289 18.5177C10.7432 18.5652 10.8659 18.5893 10.9896 18.5887C11.1134 18.5893 11.236 18.5652 11.3503 18.5177C11.4646 18.4703 11.5683 18.4005 11.6553 18.3124L19.1735 10.7942C19.1794 10.7886 19.1853 10.7829 19.191 10.7771C19.3677 10.6004 19.4669 10.3609 19.4669 10.111C19.4669 9.86122 19.3677 9.62163 19.191 9.44498C19.1835 9.43744 19.1758 9.43003 19.1681 9.42277L11.6553 1.90997C11.4767 1.74358 11.2405 1.653 10.9965 1.6573C10.7525 1.66161 10.5196 1.76047 10.3471 1.93305C10.1745 2.10563 10.0756 2.33846 10.0713 2.58249C10.067 2.82652 10.1576 3.06269 10.324 3.24125L16.2518 9.16909H0.941948C0.692128 9.16909 0.45254 9.26833 0.27589 9.44498C0.0992406 9.62163 0 9.86122 0 10.111C0 10.3609 0.0992406 10.6004 0.27589 10.7771C0.45254 10.9537 0.692128 11.053 0.941948 11.053H16.2521L10.324 16.9811C10.1476 17.1578 10.0485 17.3972 10.0485 17.6468C10.0485 17.8964 10.1476 18.1358 10.324 18.3124C10.4109 18.4005 10.5146 18.4703 10.6289 18.5177Z\" fill=\"#0082C9\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2580_10102\">\n<rect width=\"19.4669\" height=\"19.4669\" fill=\"white\" transform=\"translate(0 0.266541)\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\n    <\/span>\n  <\/a>\n                    <\/div>\n  <\/div>\n\n<\/div>\n<\/section>\n\n\n\n<section class=\"content-background content-background--blue\">\n    <div class=\"content-background__inner content-container content-container\">\n<dl class=\"block block-faq\" id=\"block-harborn\/faq-block_056858304460d7e1b7ae441f60fcecfe\" data-test=\"block-faq\">\n                                    <h3 class=\"block-faq__group-heading heading heading--4\">Troubleshooting<\/h3>\n            \n                            <div class=\"block-faq__item\" data-test=\"block-faq-item\">\n                    <dt class=\"block-faq__item-question\">\n                        <button type=\"button\" aria-expanded=\"false\" aria-controls=\"faq-2215\" class=\"block-faq__item-question-toggle heading heading--5\" data-test=\"block-faq-item-question\">\n                            My Aqua Kem sachets have clogged together, what should I do?\n                        <\/button>\n                    <\/dt>\n                    <dd class=\"block-faq__item-answer\" id=\"faq-2215\" data-test=\"block-faq-item-answer\">\n                        \n<p>You should request a replacement from the point of sale. I would like to return an order. You need to submit a return request within 48 hours for damaged or unwanted items.<br><\/p>\n\n                    <\/dd>\n                <\/div>\n                                \n                        <\/dl>\n\n<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2206","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.thetford.com\/au\/wp-json\/wp\/v2\/pages\/2206","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.thetford.com\/au\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.thetford.com\/au\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.thetford.com\/au\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.thetford.com\/au\/wp-json\/wp\/v2\/comments?post=2206"}],"version-history":[{"count":3,"href":"https:\/\/www.thetford.com\/au\/wp-json\/wp\/v2\/pages\/2206\/revisions"}],"predecessor-version":[{"id":3159,"href":"https:\/\/www.thetford.com\/au\/wp-json\/wp\/v2\/pages\/2206\/revisions\/3159"}],"wp:attachment":[{"href":"https:\/\/www.thetford.com\/au\/wp-json\/wp\/v2\/media?parent=2206"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}