Exchange, Returns & Refunds Policy

 All purchases made on are subject to Australian consumer law and subject to certain conditions when it comes to exchanges, returns and refunds.


If you would like to return an item for an exchange (damaged) or refund (change of mind/ordered the wrong thing), you will need to submit a return request within 48 hours of receipt of goods and  our team will get in contact with you to discuss next steps within 1-2 business days.

  • Damaged Returns: 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.
  • Change Of Mind Returns : 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.

Please note: 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.


In the case of getting a refund for your purchase, item will need to be returned to us within  5 working days  of receipt of the goods and team will process the refund, if approved within 10-15 working days from return request been submitted.

Please note: if refund is for change of mind or wrong item purchased, original shipping will not be refunded.

Faulty Items

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 .

Submit A Return Request


  • My Aqua Kem sachets have clogged together, what should I do?

    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. Further details are available here: