Mars Caravan Warranty Guide: What’s Covered, How to Lodge a Claim and What We Need From You

This article is your one-stop guide to the Mars caravan warranty. It explains, in plain language:

• What the warranty is generally designed to cover (and what it usually doesn’t).
• How the Mars warranty process works step by step.
• Exactly what information and photos to provide when you lodge a warranty ticket.

Important: This is a general guide only. It does not replace your official warranty terms and conditions. In every case, the written warranty document supplied at the time of purchase is the final authority.

1. What Your Mars Caravan Warranty Is Designed to Cover

In broad terms, your Mars caravan warranty is designed to cover:

• Defects in materials and workmanship that show up under normal use within the warranty period.
• Issues that arise because something was manufactured or assembled incorrectly, not because of accidents, misuse or lack of maintenance.

Examples that may be covered (subject to your specific warranty terms) include:

• Certain structural issues with the body or chassis where there is no evidence of overloading, collision or inappropriate use.
• Manufacturing or installation defects in doors, windows, hatches, seals, plumbing or electrical components.
• Some faults in installed appliances (such as fridges, hot water systems, air conditioners) within their own manufacturer warranty periods.

Exact coverage varies by model, build year and component. Always refer to your warranty booklet for the specific details that apply to your van.

2. What Is Generally Not Covered – Common Exclusions

Most caravan warranties, including Mars, typically do not cover the following types of issues:

2.1 Wear and Tear

• Normal wear of tyres, brakes, bearings and suspension bushes.
• General ageing of seals, fabrics, flooring and finishes over time.
• Stone chips, superficial scratches and cosmetic marks from normal travel.

2.2 Misuse, Abuse or Overloading

• Damage from travelling significantly over the caravan’s rated weights (ATM, GTM, tow ball downforce).
• Damage from impacts, collisions, or off-road use beyond what the van is designed for.
• Damage caused by incorrect tyre pressures, inappropriate towing setup or excessive speed for the conditions.

2.3 Lack of Maintenance or Neglect

• Issues caused by not performing recommended services and inspections (for example, brakes, bearings, suspension or seal maintenance).
• Water ingress due to seals not being cleaned, inspected or attended to when early signs of leaks appear.
• Corrosion or damage from prolonged exposure to salt, chemicals or harsh environments without appropriate cleaning and care.

2.4 Modifications or Unauthorised Repairs

• Problems caused by aftermarket modifications (structural changes, rewiring, plumbing changes, suspension alterations) that are not approved or not carried out to required standards.
• Damage resulting from non-authorised repairs done incorrectly.

2.5 External Events (Insurance Matters)

• Storm, hail, flood, fire or similar weather events.
• Theft, vandalism or accident damage.

These types of events are usually handled by your insurance, not by warranty.

3. Appliances – Caravan Warranty vs Appliance Warranty

Many appliances installed in your caravan (for example, fridges, air conditioners, heaters, hot water systems, microwaves) have their own manufacturer warranties.

• In some cases, you may:
  • Work directly with the appliance manufacturer or authorised service agent, or
  • Work with Mars, who will help coordinate with the appliance manufacturer.
• The coverage period, conditions and service process for these items are determined by the appliance manufacturer’s warranty.

If you’re not sure who to contact for an appliance issue, start by lodging a ticket with us and we’ll point you in the right direction.

4. Warranty vs Insurance vs Maintenance – A Simple Way to Think About It

A handy way to understand the different responsibilities:

• Warranty – covers defects in materials and workmanship under normal use within specified timeframes.
• Insurance – covers accidental damage, weather events, theft and other insurable incidents.
• Maintenance – your ongoing responsibilities as the owner, including servicing, regular checks, seal care, cleaning and adjustments.

Some situations touch all three, so we assess each claim carefully against your written warranty terms and the facts of the case.

5. How the Mars Warranty Process Works – Step by Step

If you discover an issue with your Mars caravan, here’s how the typical warranty process works from start to finish.

5.1 Step 1 – Check Your Warranty Documents (If Available)

• Locate your original Sales Order or digital document.
• Confirm:
  • Your van model and VIN.
  • Date of purchase or handover.
  • The warranty period that applies to your van and its components.

If you can’t find your documents, that’s OK – we can usually locate your details from our system when you lodge a ticket.

5.2 Step 2 – Lodge a Warranty Request (Ticket)

The first formal step is to let us know about the issue by lodging a warranty ticket. You can:

• Submit a ticket through our online support system, or
• Contact the Mars branch where you purchased your van and ask them to lodge a ticket on your behalf.

See Section 6 below (“What Information We Need When You Lodge a Warranty Ticket”) for a detailed checklist of what to include.

5.3 Step 3 – Initial Review by the Warranty Team

Once your ticket is raised with us:

• We review your description, photos, videos and purchase details.
• We may contact you for:
  • Additional photos or videos.
  • Clarification on when and how the issue occurs.
  • Any relevant service records or previous repair information.
• We then make an initial assessment about whether the issue appears:
  • Likely to be a warranty-related defect, or
  • More likely related to wear and tear, maintenance, misuse or external damage.

Sometimes this assessment can be made from photos and history alone; in other cases, a physical inspection is needed.

5.4 Step 4 – Arranging Inspection or Assessment

If a physical inspection is needed, we will:

• Arrange a time for you to bring the van to a Mars branch, or
• Discuss practical options if the van is not safe to tow or is located far away.

During inspection, the technician will:

• Confirm the nature and extent of the issue.
• Check for any signs of impact, overloading, modification or lack of maintenance.
• Take additional notes and photos for the warranty assessment.

5.5 Step 5 – Warranty Decision

After assessment, the warranty team makes a decision in line with your written warranty terms. The outcome is typically one of:

• Approved under warranty: The repair or replacement will be carried out under warranty terms.
• Partially covered: Some aspects may be covered (for example, parts), while others may be at your cost (for example, consumables or transport), depending on the terms.
• Not covered under warranty: If the issue clearly falls outside the warranty (for example, wear and tear, accident damage, misuse), we will explain this and may still offer repair options at your cost.

We will communicate the decision to you, usually through your ticket, email or phone.

5.6 Step 6 – Booking and Completing the Repair

If a repair is approved (in full or part):

• We will work with you to book a suitable time for the work.
• Some repairs require parts to be ordered; we will advise approximate timeframes where possible.
• Once parts are available, the repair is carried out as agreed.

After the repair:

• You may be asked to inspect the work and sign off that the repair has been completed.
• We’ll provide any relevant follow-up instructions if needed (for example, checks after a certain distance).

5.7 Step 7 – If the Issue Returns

If the same problem reappears or a related issue shows up:

• Contact us again and refer to your existing ticket number or repair history.
• Provide updated photos or videos if the symptoms have changed.

We will reassess and determine the best next steps, which may involve further investigation or different remedial action.

6. What Information We Need When You Lodge a Warranty Ticket

The quality of your initial ticket makes a big difference to how quickly we can help you. Here’s exactly what to include.

6.1 Contact and Purchase Details

• Your full name (and purchaser’s name if different).
• Best contact phone number and email address.
• Suburb and state where the van is currently located.
  

Purchase details:

• Van model (e.g. Space X Air, 15 Premium, etc.).
• Van VIN (from the compliance plate or paperwork).
• Date of purchase or handover.
• Mars branch or dealer you purchased from.

6.2 Clear Description of the Issue

In your own words, tell us:

• What the issue is: e.g. “water leak in front left cupboard”, “rear right light not working”, “awning arm bent”, “pump runs every 30 seconds with no taps open”.
• When you first noticed it: from new, after a specific trip, after rough roads, after rain, etc.
• How often it happens:
  • All the time.
  • Only when raining.
  • Only on corrugated roads.
  • Only when a certain appliance is used.
• Any unusual sounds or smells: squeaking, grinding, burning smell, gas smell, etc.
• Any warning lights, error messages or codes on control panels or appliances.

6.3 Photos and Videos

Attachments are extremely helpful. Please include, where possible:

• A wide shot showing the general area of the issue (inside or outside).
• One or more close-ups of the specific problem:
  • Cracks, splits, water damage, delamination or rust.
  • Broken hinges, latches, seals or fittings.
• Short videos (where relevant), for example:
  • Unusual noises while driving (recorded safely as a passenger).
  • Pump pulsing, flickering lights or error lights.
  • Movement in components (e.g. awning arms, doors, hatches).

Tip: Good lighting and multiple angles make it much easier for our team and technicians to understand what’s happening.

6.4 When and Where It Happens – Conditions

Please tell us about the conditions surrounding the issue:

• Road type: sealed highway, gravel, corrugations, off-road tracks.
• Weather: dry, heavy rain, strong wind, extreme heat or cold.
• Load: full water tanks, fully loaded, or lightly loaded.

Example: “Leak only appears after heavy rain when the awning side faces into the wind” is far more helpful than “sometimes leaks”.

6.5 Previous Repairs or Related Issues

• Tell us if this issue has been looked at before and where.
• Include any previous ticket numbers or invoices if you have them.
• Let us know if the current problem is:
  • Exactly the same as before.
  • Worse than before.
  • New, but possibly related.

6.6 Service and Maintenance History (If Relevant)

For running gear, chassis, suspension, brakes, bearings and similar, we may ask for:

• Dates and locations of services performed.
• Receipts or records from the workshop or service centre.
• Notes about any issues raised or work done at those services.

6.7 Safety Concerns – Tell Us If It’s Urgent

If you are concerned about safety, please say so clearly in your ticket. For example:

• “Severe sway at highway speed.”
• “Wheel very hot after short drive.”
• “Water present near electrical components.”

Let us know where you are currently located so we can help you determine the safest next steps and prioritise the assessment if needed.

7. If You’re Unsure Whether Something Is Covered

If you’re not sure whether a particular issue is covered by warranty:

• Don’t guess – lodge a detailed ticket with photos and a clear description.
• We’ll review your information, refer to your written warranty terms and make an assessment.
• Even if something turns out not to be a warranty matter, we can often help with repair options, advice or referrals.

8. Summary

In summary:

• Your Mars caravan warranty is there to cover defects in materials and workmanship under normal use within specific timeframes.
• It generally does not cover normal wear and tear, misuse, overloading, external damage or lack of maintenance.
• The warranty process is straightforward:
  • You lodge a detailed ticket.
  • We assess the information and, if needed, inspect the van.
  • We decide on coverage and, if approved, book and complete repairs.
• The more information, photos and context you provide when you lodge a ticket, the faster and more accurately we can help you.

If you ever have questions about your warranty or whether something might be covered, the best thing you can do is reach out with as much detail as possible – we’re here to help you get back out on the road and enjoying your Mars caravan.