Product Warranty

Warranty

Terms of Service

Thank you for contacting Tentsile's Customer Service. We work on a basis of mutual respect, so please respect our team and we will do everything we can to help with your query.

 

Our Warranty & Guarantee  

Our Straps won't let you down: Lifetime warranty* on all Ratchets and Straps, if bought from the Tentsile website.

 

No quibble returns & refunds: for unopened boxes, within 30 days.

Your Tentsile product is fully covered under our Manufacturer's Warranty for 3 years against all issues considered to be a manufacturering defect, if the product is used within Terms of Use, as set out in the Owner’s Manuals.

Tentsile will replace any product found to have a manufacturing or material defect straight out of the box, as long as we are made aware of such issues within 30 days of purchase, by contacting repairs@tentsile.com with an order number and photos of the problem.


*LifeTime of Ratchet and Strap products is 5 years.

Tent Poles & Pegs are not covered by warranty, & Klymit SkyPads come under a direct warranty, which you follow up here.

 

Claims of Defects under Warranty

Tentsile will accept any fault considered to be manufacturer’s defect if the product is used within Terms of Use, as set out in the Owner’s Manuals. Tentsile will not accept any damage, breakage or defect caused by customers outside of the Terms of Use. This would include setting up product outside guided Owner’s Manual instructions, environmental damage, recklessness, carelessness, misuse product or misunderstanding of product set up instructions and online information provided. Any damage, breakage or defect found after customer use, will be assessed on a case-by-case basis.

 

Wear & Tear

All Tentsile products are fabric structures which will naturally degrade over time due to wear and tear. This includes environmental conditions such as user care, storage conditions, packing conditions, severe weather, and UV exposure. Tentsile products come with care instructions including; not to be left unattended for more than 1 week. Products be inspected before every use for wear and tear damage to components. Products have differing levels of UV protection. See Product Manuals for more information.

 

Exemptions

Our product warranty does not cover the following:

  • Poles & Pegs
  • Improper use (see Terms of Use in Product User Manuals)
  • Natural wear and tear
  • Improper care and maintenance
  • Modifications made
  • Damage caused by severe weather / environmental conditions (eg, winds exceeding 35mph/50mph for most models, or in relation to the RoofKit, exceeding 25mph/35kph)
  • Damage caused by snow load (1” snow load limit on all Tree Tents and Hammocks)
  • UV degradation (Fabric stated at 1,500hrs for Black Mesh, 2,500hrs for Green Fabric, 3,500hrs for Safari Fabric)
  • Leaking through fabric if it is suffering from UV degradation (often leaking fabric is in fact condensation on the inside of the fabric). Condensation is usually caused by lack of ventilation, please try to keep one side of the rainfly open for air circulation
  • Leaking through seams if excessive abrasion of the sealant tape has occurred
  • Broken zips if caused by forcing, jamming or improper use
  • Seams coming apart if caused by wear and tear or over loading
  • Broken buckles if they have been subjected to undue force or abrasion
  • Broken bag if they are overloaded, used for carrying other items or used improperly
  • Damaged caused by usage around fire
  • Damaged caused by usage around sharp objects and shoes
  • Generation 1 or 2 products
  • Pre-loved products

 

Recycling Your End-of-Life Product (currently paused)

In the event that we cannot repair your old product, your original tent will not go to waste. We have an established recycling programme that earns you 20% off your next order, however, this programme is currently on hold as we are actively looking for a new partner to take our end-of-life materials.  Learn more.

 

Other

Tentsile will not be held liable for environmental damage caused by high winds, falling branches, damage made by animals or any other environmental factors. Safety checks to the product must be made before every use and the product must never be left unattended in adverse weather.

 

The Tentsile Tree Tent is designed for play, relaxation, and camping/ sleeping. Never jump into it, onto it, or use it as a trampoline or swing. It is not intended to be used for rock climbing, cliff faces, overhangs or above or next to large drops or over dangerous ground. Do not attach or secure the Tentsile Tree Tent to a movable platforms, man-made columns, posts, walls, or other built anchor points. Do not attempt to use this product for anything other than its intended purpose and always observe height and weight limits.

 

Liability Waver

We build our products to the highest standards and include detailed instructions and guides on how to set up and use our tents and hammocks safely. As a result, Tentsile will not be held responsible for any injuries incurred while using our products. Please see the following Liability Waver for full details.