Van-Life YouTubers Ordered to Pay $1.2 Million in Damages Return to Court

The legal battle between van-life influencers Kyla and Jackson Cartwright and caravan manufacturer Masterpiece Caravans has been revived, after a $1.2 million damages order against the couple was set aside. The proceedings are now continuing as other customers come forward with complaints of their own.

Known online as the Cartwrights, Kyla and Jackson are among Australia’s best-known van-life creators, with 148,000 YouTube subscribers and 78,000 followers on Instagram.

The couple built their audience by documenting road trips with their four children, sharing images and videos from remote and scenic destinations across the country. Their substantial online following has become a key issue in legal proceedings filed by Masterpiece Caravans in late 2024.

In May, the family was ordered through a default judgment to pay Masterpiece Caravans $1.2 million. The company claimed two YouTube videos violated a settlement agreement reached after the Cartwrights raised concerns about defects in their caravan.

The Cartwrights bought an Optimum CRZR 25′ Quad Bunk 2023 from Masterpiece Caravans in 2022 for $198,550, then set off on an Australia-wide journey.

By August 2023, however, their seemingly idyllic life on the road had been disrupted. The Cartwrights alleged that the caravan contained several serious defects, claims Masterpiece Caravans disputed.

The parties reached a settlement in November. Under its terms, the Cartwrights returned the caravan for a full refund and agreed not to make disparaging remarks or speak negatively about the company.

The following February, a video was uploaded to the Cartwrights’ YouTube channel under the title ‘HOMELESS!! OUR CARAVAN’S GONE!! RAW 1HR HOME VIDEO STYLE in OUR LIFE – DELIVERY of our NEW HOME.’

Masterpiece alleges the video presented the company as having forced the family to return the caravan with just a few hours’ notice, leaving them without a home.

Court documents allege that a second video, published the following July, depicted Masterpiece as ‘evil’ and accused the company of building caravans with ‘catastrophic defects’. Masterpiece claims the two videos constituted misleading or deceptive conduct.

The $1.2 million order was initially made as a default judgment, but it has since been set aside. The Cartwrights’ defences have been reinstated and the case is moving forward. The matter is due to return to the NSW District Court for a directions hearing on November 9.

Asked specifically about the dispute with the Cartwrights, a Masterpiece Caravans spokesman urged the Daily Mail to ‘carefully review the court file’ rather than ‘jumping to any incorrect conclusions’.

The spokesman added: ‘The substance of the dispute is still being progressed through the Court. Masterpiece will be strongly pursuing its claim against the Cartwrights in full with hopes to achieve a positive outcome through the courts in due course. This claim relates solely to the Cartwrights’ conduct.’

In a sworn affidavit filed in February this year, Masterpiece Caravans sole director Remon Raffaello said the videos had had a ‘devastating impact’ on the business, leaving it ‘just holding on to survive’.

In an affidavit filed as part of the case, Mr Raffaello said people regularly ask him, ‘what did Masterpiece do to the Cartwrights?’ and ‘how is the floor in the Masterpiece caravans?’ He said these conversations occur ‘about three times a week’.

Many of these interactions take place at caravan shows, where ‘approximately five to 15 customers’ mention the Cartwrights to him personally.

Mr Raffaello claimed in his affidavit that ‘no customer who has asked me about the Cartwrights has proceeded with a sale’.

His affidavit also includes a year-on-year production schedule, showing what he says is a 67.4 per cent drop in average annual sales following the Cartwrights’ videos.

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Mr Raffaello also claimed that Masterpiece had been forced to sell its ownership stakes in two dealerships, after they were unable to sell any Masterpiece-branded caravans.

‘Based on my experience with [the videos], and the influence the Cartwrights have on the caravanning industry, I do not think Masterpiece would survive if the Cartwrights posted negative comments about Masterpiece.’

Mr Raffaello swore that he did not know of any significant events or incidents that could have led to the drop in sales and profitability.

In the same affidavit, he said Masterpiece’s losses exceeded the $1.25million in damages it was claiming.

‘I also note that in 2022 Masterpiece won best manufacturer of the year, and its reputation remained well regarded until the Cartwrights’ conduct.’

Masterpiece says its current claim against the Cartwrights does not concern the defects they originally complained about, which it says were resolved when the family received a full refund, but instead relates to the couple’s subsequent conduct. 

Separately, since the court proceedings became public, other Masterpiece Caravans customers contacted the Daily Mail with complaints of their own.

They raised concerns about alleged electrical faults, leaking roofs, solar panel installation and flooring problems, which are among the issues commonly raised by caravan owners generally. Masterpiece disputes those allegations and maintains there are no unresolved issues relating to its products.

It is not suggested the complaints raised by other customers are evidence of, or connected to, the allegations at issue in the proceedings between Masterpiece Caravans and the Cartwrights.

The Mail provided Masterpiece Caravans with detailed particulars of the complaints prior to publication. The company requested the identities of those customers so it could review its records and ‘advise the true position’.

Through its lawyers, the company said customer concerns are promptly addressed and are ‘always capable of rectification’.

Additionally, Masterpiece rejected suggestions that customers had been refused assistance because warranty periods had expired, saying it would assess caravans and remedy issues irrespective of warranty status.

In 2024, Masterpiece, alongside dealership Newcastle Caravans, faced NCAT proceedings launched by customer Cameron Stewart, whose van was found to have a ‘major failure’ in its flooring.

Mr Stewart successfully argued the caravan he bought for $128,000 was not compliant under the statutory guarantee of acceptable quality under Australian Consumer Law, and constituted a ‘major failure’.

However, NCAT declined to grant Mr Stewart the refund he sought, and instead ordered the dealership, Newcastle Caravans, to carry out a repair. 

A company spokesman told the Mail: ‘We note that Masterpiece was entirely successful in the initial proceedings, and in relation to Mr Stewart’s attempt to appeal.

‘In the premises, we do not believe that this case is indicative of the issues allegedly relating to Masterpiece. Notably, it shows that Masterpiece’s warranty department was in regular contact with a client, despite that client not bringing any claim within the relevant time period.’

The company also said its warranty department had remained in regular contact with Mr Stewart, had sought opportunities to inspect and repair the caravan, and had since complied with all tribunal orders. 

In a further statement, a Masterpiece spokesman said the company ‘prides itself on the quality of its products, construction methods and its relationship with its customers.

‘Our client makes a point of taking active steps to work with any customers and resolve any issues they may be experiencing.

‘While customers do occasionally raise issues from time to time, these are promptly addressed by Masterpiece, and are always capable of rectification. Masterpiece maintains that there are no unresolved issues relating to its products.’