MDC XT12HR 2021 - Page 62

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6. LODGING A CLAIM
If you purchased a caravan or camper which you believe is covered by warranty, and you become aware of something
you believe to be a defect or damage resulng from a defect, then you should follow the process set out below to obtain
the fastest response and greatest chance of having your claim approved:
a) As soon as reasonably possible aer becoming aware of what you believe to be a defect or damage caused by a
defect, lodge a warranty claim through our website using our online Warranty Claim Form;
b) O
nce we receive a warranty claim form, we will respond in one of three ways. We will either accept the claim,
reject the claim, or ask for further informaon to allow us to decide whether to accept or reject the claim. If a
claim consists of mulple parts, we may give different responses to different parts.
• If we accept a claim, we will nofy you of the acceptance, and discuss with you how to remedy the claim.
While we endeavour to accommodate your preferences in this process, we will generally provide our choice
between repair works with our chosen repairer to the standard we deem reasonably remedies the accepted
claim, replacement goods, or a refund, unless we accept that the claim is for a major failure;
• If we reject a claim, we will nofy you of the rejecon and explain the reasons for the rejecon. You may
provide us with further informaon or explanaons to appeal the rejecon, but providing us with further
m
aterial may not change the result; or
• If we have insufficient informaon to either accept or reject a claim, we will ask you to provide us with more
informaon to allow us to make that decision. We may require any kind of informaon which we consider to
be relevant to the decision, which may involve quesons about the use of the products, photographs of the
products, or about the maintenance history of the products. If you fail, neglect, or refuse to provide us with
informaon which we reasonably require to process your claim, we may reject the claim on the basis of that
lack of informaon.
c
) If you act or fail to act in a way which either prevents us from determining the true cause and extent of th
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ubject of a claim, or which substanally constrains or limits our capacity to provide a remedy, this will adversely
affect the handling of your claim. As examples of such conduct:
• If
you arrange for repair works before we can assess a product, we may not be able to determin
e
w
hether the repair works were covered by a warranty, or may not be able to provide the appropriate
remedy aer those works;
• If you do not nofy us of a claimable maer without delay, we will not be liable for damage caused by
the delay, and we may not be able to determine the inial cause of the damage once me has
aggravated it; and
• If you refuse to allow us to access the product for the purposes of assessing a claim, we may reject the
claim on the basis that we have insufficient informaon.
d) If you provide us with false, misleading, or selecvely incomplete informaon, we may reject that applicaon on
that basis, even if you subsequently correct the informaon. If you are unsure whether informaon is relevant,
include it in your applicaon and we will assess its relevance.
7. CONTACT
If you have any further quesons relang to warranes, or are unsure about any aspect of this secon, then please
contact us. Phone: 1300 494 494 (Opon 5).