Tentworld Returns Policy
Tentworld abides by the Australian Consumer Law (ACL) and believes in giving all consumers fair treatment.
Change of Mind Returns
For regular purchases made online or in store - goods may be returned to any Tentworld Location for a change of mind within 14 days of goods delivery and we will gladly exchange it or provide a Tentworld Gift Card. Exclusions Apply as below.
Goods returned for Change of Mind must be in a New, Unused and Unopened Condition.
Please note, if you return the goods to one of our physical stores the store will be able to immediately enable you to exchange or issue you a gift card.
Exclusions
The following items cannot be returned for Change Of Mind, please choose carefully.
- Special Order Items
- Custom Made Items
- Bulk quantity orders
- Corporate special orders
- Clearance Items
- Food
- Sleeping Gear
- Thermal Wear
- First Aid and Safety Equipment
Returns Shipping Costs
All associated freight costs for Change of Mind returns are at the customer's expense.
Alternatively, if you are local to a Tentworld store you may return your online purchase directly to the store to save on shipping costs.
Damaged in Transit (Delivery Purchases Only)
If a product arrives and is found to be damaged within 14 days of delivery, and Tentworld is notified within this time frame, Tentworld will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.
Depending on the type and extent of the damage Tentworld may decide to send the customer spare parts or the customer will be given a choice of either a replacement or a discount on the damaged item.
Lost in Transit (Delivery Purchases Only)
We deem an item as lost in transit once a period of 14 business days past the estimated delivery date has elapsed.
Once deemed as lost in transit Tentworld will organise for a replacement to be shipped or a refund to be processed and the original items returned to sender once found.
Special Orders
Whilst Tentworld is happy to specially order item/s in for you, these orders are unable to be returned for change of mind, so please order carefully.
Online Warranty Returns
All goods supplied by Tentworld are guaranteed by Tentworld and the manufacturer of the goods. Warranty periods vary according to the product. Warranty claims in most instances will be handled by the manufacturer's agents in the customers home state. Warranties only apply to goods supplied within Australia for personal use.
The warranty covers manufacturing faults or defects in the original product. Damage or faults occurring from fair wear and tear, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, commercial use, alterations, severe weather events, animals, insects and acts of God are not covered by warranty.
As displayed on the warranty section of some of our products, certain brands offer a lifetime warranty of the product. The term Lifetime is determined by the average lifetime of the fabrics, material and components of the product. As with all items, over time they will wear from use at a natural rate and from exposure to the elements, the lifetime guarantee of our products will depend on how well they are cared for and how they are used.
The first step to get a warranty return underway is to contact Tentworld with your details, a description of the problem and some photos of the issue. From these details, Tentworld will be able to advise the next course of action which will usually be to either provide replacement parts or to initiate a return.
When an item is returned it will be inspected by Tentworld or the manufacturer to confirm its eligibility for a warranty claim. Once deemed as a warranty issue it will be classified by Tentworld or the manufacturer as either a minor or major fault. In the case of a minor fault, the item will be repaired or replaced and for a major fault, the item will be either replaced or refunded.
If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer is at the customer's expense.
If a product is found to be faulty within 14 days of delivery, and Tentworld is notified within this time frame, Tentworld will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.
If a product is found not to be faulty after 14 days from delivery Tentworld will offer the use of our great freight account rates and any shipping required will be charged to the customer. Alternatively, the customer can make their own shipping arrangements to return the item at their expense. Items may also be returned in person to any Tentworld store for inspection. In some instances, an item may not need to be returned but rather spare parts can be supplied directly to the customer.