Online Sales Return Policy
Change of Mind Returns
For regular purchases made online - goods may be returned to any Tentworld location for a change of mind within 14 days of delivery. (Excludes Special Order & Clearance).
Goods must be returned in brand new, unopened, unused condition within 14 days of delivery of the goods.
You can nominate from your choice of exchange, gift card or refund. All associated costs with the return are at the customer's expense.
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.
If you’d prefer a refund please notify the store of this - and they’ll issue this request to the online team. This refund request will be processed on the next business day (Monday to Friday). Unfortunately at this time due to technical limitations, the stores are unable to issue refunds for online purchases.
Paypal Users - If you paid for your purchase via Paypal, you may be eligible to be reimbursed for your return shipping costs from Paypal. Click Here to find out.
*Please note that special orders and clearance lines are not eligible for change of mind returns.
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.
Damaged in Transit
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
An item is deemed as lost in transit once our investigation period with the carrier,(currently at 15 business days due to carrier delays) 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.
Online Returns Procedure
In all instances, Tentworld must be contacted prior to a return being sent; so that the appropriate method of return can be arranged.
This ensures that all returns are dealt with as quickly as possible. Failure to adhere to these instructions may result in delays in processing your return or potentially additional costs.
Step 1: Contact Tentworld for Return Instructions.
Step 2: Address and repackage the item/s securely to avoid any damage in shipping
Step 3: Item/s put into transport and tracking details sent to Tentworld
Step 4: Item/s received into the Tentworld warehouse and item/s condition checked
Step 5: Upon item/s confirmed being saleable; a refund, credit or exchange will be processed
Returns Shipping Costs
All associated freight costs for change of mind returns are at the customer's expense.
Tentworld will pay return freight costs provided all of the following conditions are met:
- the goods supplied were not what you ordered
- you contact Tentworld for a return authorisation
- you follow Tentworlds return instructions
- items are in the original packaging, unused and in new, saleable condition
Alternatively, if you are local to a Tentworld store you may return your online purchase directly to the store to save on shipping costs.
Returns Shipping Methods
In all instances where the customer is responsible for return shipping costs they may choose:
1. To make their own shipping arrangements to the Tentworld Warehouse address.
2. To ask Tentworld to organise return shipping using Tentworld carriers. In these cases, the shipping cost will be deducted from the refund or charged directly to the customer. This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s, carrier used and the customer's location.
3. Return the item/s in-person to a Tentworld store (for store credit only).
In all instances where Tentworld is responsible for return shipping costs, Tentworld will organise the return with a selected carrier. This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s, carriers available and the customers location. Alternatively, if it is convenient the customer may choose to return the item directly to a Tentworld store to expedite the process.
In-Store Sales Returns Policy
Change of Mind Returns
Goods may be returned to Tentworld for an in-store gift card, in the case of a change of mind, provided the goods are in their original packaging, unused and in new condition ready for resale within 2 days of purchase. This excludes special orders made for you specifically. Please note that Tentworld does not refund for a change of mind. If you have any concerns about the suitability of your product prior to purchase please raise these concerns with staff members at Tentworld and they can try to help you determine if this product is suitable for your needs.
For the location of your nearest store, please click here.
Online or In-Store Purchases
Refunds are processed within 2 business days of being approved. Refunds are sent back using the original payment method (e.g. Paypal back to Paypal, Mastercard back to Mastercard). Depending on your financial institution it may take 4-5 business days for these funds to be made available in your account.
Online or In-Store Purchases
Whilst Tentworld is happy to specially order item/s in for you these orders are unable to be refunded, credited or exchanged for change of mind, so please order carefully.
Tentworld abides by the Australian Consumer Law (ACL) and believes in giving all consumers fair treatment.