CAMPER VINN No-Refund & Repair Policy Terms and Conditions
Camper Vinn's policy is to repair, not refund. Once a vehicle has been ordered and your conversion build has commenced, we do not offer cash refunds. Instead, any fault, defect, or issue with your conversion is put right through repair under the Camper Vinn Lifetime Conversion Warranty, or, for base vehicle issues, under the manufacturer's warranty.
This approach reflects the bespoke nature of our conversions: every vehicle is built or adapted to order, so once work has begun the value delivered is the build itself, not a returnable stock item. Our warranty cover, described in full in the Camper Vinn Lifetime Conversion Warranty terms, is the route by which we make things right.
Nothing in this policy is intended to exclude any right you may have under the Consumer Rights Act 2015 or other consumer protection legislation that cannot lawfully be excluded by agreement. Where such a right applies and cannot be met by repair, we will discuss the appropriate remedy with you directly.
1. No-Refund Policy
1.1 General position Camper Vinn does not provide refunds on deposits, part payments, or full payments once an order has been placed and accepted, except where expressly stated in this policy or where required by law.
1.2 Deposits Reservation deposits paid to secure a build slot, reserve a base vehicle, or commence a bespoke conversion are non-refundable once the base vehicle has been ordered or allocated, or once any conversion work, design, or sourcing of bespoke materials has begun.
1.3 Cancelling before any work begins If you cancel your order before any base vehicle has been ordered or allocated, and before any conversion work or bespoke sourcing has started, we will discuss your deposit with you on a case-by-case basis. Any amount already committed to third parties on your behalf (for example, manufacturer order fees) is non-refundable in all cases.
2. Repair Under Warranty Is Our Remedy
If your vehicle develops a fault, is damaged in transit, or does not perform as expected, our remedy is repair, not refund or replacement, carried out in line with the Camper Vinn Lifetime Conversion Warranty terms:
- First 12 months: covers the items listed in the warranty (electrical, gas, water, bed and roof systems, power management, interior fixtures, and more), repaired at no cost to you, subject to fair wear and tear
- Lifetime Conversion Warranty: continues for as long as your annual habitation checks are kept up to date at Camper Vinn premises
- Base vehicle faults: directed to the manufacturer's warranty, where applicable
Please refer to the Camper Vinn Lifetime Conversion Warranty document for the full list of covered items, exclusions, and the habitation check requirements needed to keep your cover active.
3. Bespoke and Made-to-Order Conversions
Camper Vinn conversions are made to your specification (for example, chosen layouts, upholstery, cabinetry, or fitted equipment). Because of this, the standard 14-day 'cooling-off' cancellation period under the Consumer Contracts Regulations 2013 does not apply, as it is disapplied for goods made to a customer's specification or clearly personalised. Section 1 of this policy governs cancellation instead.
4. When Repair Is Not Possible
In the rare event that a genuine fault cannot reasonably be repaired under warranty, we will discuss the options available with you directly. This policy does not remove any right you may have by law in these circumstances, but our starting point and preferred remedy in every case is repair.
5. Items Not Covered by Repair or Warranty
The following are not covered by repair under warranty, and are not eligible for any refund:
- Damage caused by the customer, a third party, misuse, neglect, or lack of care
- Fair wear and tear, including on hinges, gas struts, locking mechanisms, upholstery, mattresses, and roof canvas
- Heat damage to worktops or fascias from hot items
- Perishable items supplied and installed as part of the conversion
- Any vehicle used for hire or commercial purposes without our agreement
- Habitation checks and other paid inspection or servicing work already carried out
6. How to Request a Repair
To report a fault or request a repair under warranty, please contact our service centre with the following information:
- Your name, order or invoice number, and vehicle registration
- The date of purchase or delivery
- A description of the fault or issue
- Photographs of the fault or damage, where relevant
We may ask to inspect the vehicle at our premises, or arrange an inspection at a mutually convenient location, before confirming the repair.
7. Part-Exchange Vehicles
Part-exchange vehicles are valued and accepted at the point of sale. Once an order has been placed and accepted, part-exchange vehicles and their agreed value are not refundable or returnable.
8. How This Policy Relates to Your Warranty
This No-Refund and Repair Policy governs cancellations at the point of order, and confirms that repair under warranty, rather than refund, is our remedy for faults arising after delivery. Full details of what is covered, the habitation check requirements, and the exclusions that apply are set out in the Camper Vinn Lifetime Conversion Warranty document, which takes precedence for all matters of warranty cover.
Contact Camper Vinn For questions about this policy or to report a fault, please contact Camper Vinn's service centre.
This policy may be updated from time to time. The version in force at the date of your order will apply to that order.