MDC FORBES 15+ 2021, Owner'S Manual

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www.marketdirect.com.au
Ph: 1300 494 494
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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 resulting 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 after 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) Once 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 information to allow us to decide whether to accept or reject the claim. If a
claim consists of multiple parts, we may give different responses to different parts.
• If we accept a claim, we will notify 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 notify you of the rejection and explain the reasons for the rejection. You may
provide us with further information or explanations to appeal the rejection, but providing us with further
material may not change the result; or
• If we have insufficient information to either accept or reject a claim, we will ask you to provide us with more
information to allow us to make that decision. We may require any kind of information which we consider to
be relevant to the decision, which may involve questions 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
information which we reasonably require to process your claim, we may reject the claim on the basis of that
lack of information that basis, even if you subsequently correct the information. If you are unsure whether
information is relevant, include it in your application and we will assess its relevance.
c) If you act or fail to act in a way which either prevents us from determining the true cause and extent of
the subject of a claim, or which substantially 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 determine whether the
repair works were covered by a warranty, or may not be able to provide the appropriate remedy
after those works;
• If you do not notify us of a claimable matter without delay, we will not be liable for damage caused by the delay,
and we may not be able to determine the initial cause of the damage once time 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 information.
d) If you provide us with false, misleading, or selectively incomplete information, we may reject that application
on that basis, even if you subsequently correct the information. If you are unsure whether information is
relevant, include it in your application and we will assess its relevance.
7. CONTACT
If you have any further questions relating to warranties, or are unsure about any aspect of this section, then please
contact us. Phone: 1300 494 494 (Option 5).