Service & Warranty

Every new Australian Off Road caravan and super camper comes with a 1-year manufacturer warranty and 5-year extended warranty. Your warranty period commences from the date of handover.

Warranty, Repairs and Replacements

Warranty repairs and replacements will be undertaken by Australian Off Road or one of our authorised Service Agents.

 

Australian Off Road Warranty Policy

Rhost Pty Ltd (ABN 97 111 822 283) trading as Australian Off Road (AOR)

Every new Australian Off Road trailer comes with a total of 6 years warranty, comprising:

• a 1-year manufacturer warranty; and
• a 5-year extended warranty, including roadside assistance (where applicable).

The extended warranty is a third-party product provided in partnership with Australian Warranty Network Pty Ltd (trading as AWN Insurance) and administered through AWN’s Mechanical Breakdown Warranty program.

Warranty Provider

The benefits of this warranty are in addition to any rights and remedies you may have under the Australian Consumer Law which cannot be excluded. Nothing in this warranty is to be interpreted as excluding, restricting or modifying any such laws.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Please take the time to read the Owner’s Handbook to ensure that you are familiar with the Caravan’s operation and service procedures.

What is Covered by This Warranty?

AOR provides a total Warranty Period of 6 years from the date of delivery, comprising:

• a 1-year manufacturer warranty; and
• a 5-year extended warranty administered by AWN Insurance.

1-Year Manufacturer Warranty (AOR)

During the first 12 months from the date of delivery, AOR warrants, subject to the exclusions and limitations below, that all parts of the manufacture and assembly of the Caravan carried out by AOR will be free from defects in materials and workmanship (including chassis and suspension). This includes AOR’s Dustproofing Guarantee, ensuring your Caravan is sealed and protected from dust ingress as part of our commitment.

Claims Process:

Warranty claims during this 1-year manufacturer warranty period are handled directly by AOR Service or an authorised AOR repair agent.

5-Year Extended Warranty (AWN Insurance)

Following the expiry of the 1-year manufacturer warranty, the 5-year extended warranty applies. This extended warranty provides continued coverage for defects in materials and workmanship and includes roadside assistance for the extended period.

Claims Process:

For any claim during the 5-year extended warranty period, AWN Insurance should be contacted for pre-approval. Once approved, the repairs are to be completed at an authorised AOR repair centre or any AWN-approved service agent as directed by AWN’s claims process.

What is Not Covered by This Warranty?

This limited warranty (both manufacturer and extended warranty periods) does not apply to:

Caravans not purchased from an authorised dealer;

Caravans modified without AOR approval;

Caravans with accessories fitted by unauthorised persons;

Caravans with altered or removed serial numbers.

This warranty also does not apply to damage caused by:

• customisation requested by you;
• abnormal environmental conditions;
• use of unauthorised parts or accessories;
• failure to follow maintenance or manufacturer instructions;
• excessive speed, hard impacts or failure to maintain tyres;
• repairs by unauthorised persons;
• normal wear and tear (including stone damage).

Supplied Components

Components not manufactured by AOR (e.g. axles, wheels, couplings) are covered only by their individual manufacturers’ warranties. AOR will use reasonable endeavours to pass on the benefit of these warranties to the owner.

Manufacturers Warranty Not Transferable

This warranty is not transferable if the Caravan is sold during the Warranty Period, unless otherwise agreed in writing by AOR.

AWN warranty is transferrable if there are no existing claims.

Owner’s Responsibilities

You must use and maintain your Caravan in accordance with the Owner’s Handbook and service guidelines supplied by AOR. Servicing must be performed by an authorised AOR repair agent and logged in your Caravan’s mileage log book. Failure to adhere to prescribed maintenance may void the 5-year extended warranty.

Service Scheduling

All required maintenance must be performed within the instructed time periods. Booking in advance with authorised service agents is recommended.

How Will a Valid Warranty Claim Be Honoured?

If a defect appears within the Warranty Period and is determined to be a defect in materials or workmanship, AOR (for the 1-year period) or AWN Insurance (for the 5-year extended period) will, at their discretion:

• repair the Caravan or defective part;
• replace the Caravan or defective part; or
• arrange for repair by an authorised repair agent.

Parts may be replaced with refurbished parts of equivalent quality.

How Do You Lodge a Warranty Claim?

During the 1-Year Manufacturer Warranty

Contact:

AOR Service QLD Head Office

39 Ron Parkinson Crescent

Caloundra QLD 4551

07 5390 0333

service@aorservice.com.au

Log a ticket on MyAOR HelpDesk

During the 5-Year Extended Warranty (AWN Insurance)

Contact AWN Insurance for pre-approval and claim lodgement:

AWN Insurance (Australian Warranty Network Pty Ltd)

Phone: 07 3802 5577

Online claims portal and details as provided in your AWN documentation.

Any warranty claim must be accompanied by proof of purchase, full defect details, and service/maintenance records. If inspection finds no defect covered under the warranty, you must pay the reasonable evaluation and testing costs.

You bear the cost of transporting the Caravan to and from the service agent and insuring the Caravan during transit.

Authorised Representations

No individual or service agent of AOR is authorised to vary the terms of this warranty or to make any representation concerning AOR’s products except in accordance with this warranty policy as outlined above (1-year manufacturer warranty and 5-year extended warranty administered by AWN Insurance).

Need Support? The MyAOR HelpDesk Has You Covered

The MyAOR HelpDesk is your go-to system for after-sales service and warranty support. It’s also where you can access ChatAOR, our AI assistant designed to help with quick answers and common queries.

Whether you’re after a service booking, spare part, or insurance quote, your request will be automatically routed to the right department. Once assigned, our team will aim to action your ticket within the allocated time frame.

Through the HelpDesk, you can:

• Request a service or lodge a warranty claim

• Request an insurance quote

• Apply for an ATM upgrade

• Order spare parts

Submit a ticket any time at myaor.com.au – we’re here to help.

Find everything you need to know about your new AOR on the Owners Handbook.

ATM UPGRADE INFORMATION

Important Notice:

• All new trailers are not eligible for ATM upgrades.

 This is due to changes in ATM requirements and the new trailers being manufactured with higher base ATMs.

ATM Upgrade Limits for Existing (Older) Trailers:

Model	Maximum ATM After Upgrade	Notes
Sierra	1950 kg
Odyssey	2200 kg	Only if breakaway system is fitted
Quantum (pre-2020)	2500 kg
Quantum (2020 onwards)	2600 kg
Older Matrix	2600 kg

ATM Upgrades from 2400kg to 2500kg and 2500kg to 2600kg
Cost: $880 includes new plate, freight and GST

Interstate Customers

To submit your ATM upgrade to AOR, please visit the MyAOR HelpDesk to lodge a ticket. To register the change to your vehicle, please visit your local Transport Office.

AOR will supply you with the ATM upgrade change details on their letterhead for you to present at your local Transport Office.

Each State’s Transport Department’s requirements are different.  If you have any questions what you need to take with you, please call your nearest Transport Office.

Queensland Resident Customers to complete the Change of Vehicle Particulars form (PDF)  and present it with the ATM upgrade change (on letterhead from AOR) to your nearest transport office.

1. Complete Change of Vehicle Particulars Form

• Customer completes Sections 1 and 2
• Customer completes Section B – then only fill in the weights
• Customer will need to sign Self-assessment declaration on page 3 of 3

2. AOR to create the ATM upgrade letter for customer
3. Give both to customer to present at their nearest Transport Office.

To request and Insurance Repair Quote, please visit the MyAOR HelpDesk and lodge a ticket.

Please note AOR does not organise transport for insurance repairs.

For any spare part enquiries please visit the MyAOR HelpDesk and log a ticket or check out our online store.

Please also refer out our list of Recommended Spare Parts and Tools or Replacement Part Numbers.

Spare Parts & Service Support

AOR supports parts and service for at least 5 years from delivery on all new vans. From years 5–10, we’ll use best endeavours to supply genuine or equivalent parts subject to availability. After 10 years, we continue to assist with alternatives where feasible. Some components supplied by third-party brands may be subject to their own availability windows. This policy operates alongside your rights under the Australian Consumer Law, including access to spare parts and repairs for a reasonable time.