Claims and returns

Instruction:

Please attach photos of the damaged part of the product + photo of the outer box in the damaged area (even if the box is not torn). We recommend reporting the damage to the packaging to the courier upon receipt and filling out a form indicating that you accept the package under reservation, otherwise, by signing the receipt of the package, you agree to accept the package without reservations and become the owner of the product.

Claims for mechanical damage to the product that were not visible upon receipt must be made immediately after receipt, no later than 24 hours from the delivery of the product. It is the customer's responsibility to prove that the mechanical damage to the product could not have been discovered even with a careful inspection within the 24-hour period. Claims for later discovered defects in the damaged product can only be made if the customer proves that the product already had the defect at the time of receipt from the carrier. If you have a damaged product and have not written a damage report, please inform us immediately via this form. We pack the products in high-quality boxes with protective elements and before shipping, we inspect the products and have video recordings from packaging to handover to the courier. No measures can prevent the product from being damaged if the product is thrown on the ground. We will do our best to resolve the issue in your favor as quickly as possible.

Instruction:

The 5-year warranty covers material defects and manufacturing defects. It does not cover mechanical damage caused by improper use. The warranty does not cover wear and tear of the material during the warranty period. The tents are designed for regular assembly and disassembly. With continuous or very frequent use, the material may wear out during the warranty period. We do not sell permanent shelters for use without supervision in any weather conditions.

Tents are very resistant to strong winds with proper anchoring. When correctly anchored, a tent can withstand stronger wind loads. However, if the tent is not anchored properly or is poorly anchored and starts to move, it may break or get damaged even with light wind, and the warranty does not cover mechanical damage. As the owner of the tent, you are responsible, and we do not take any responsibility for property damage due to improper use or failure to follow the instructions.

Your insurance against unexpected events not covered by the warranty (mechanical damage to the structure) is our guarantee. Spare Parts for the structure valued up to 15 € are free until stocks run out (more information in the terms and conditions). After photographic proof of new damage within 1 year of receiving the goods, you will receive parts valued up to 15 € for free and only pay for the shipping of the replacement parts via courier. If the parts are valued over 15 €, they will be charged according to the current price list minus 15 €.

Explanation: * Proper anchoring means that the tent does not move, and the legs are firmly anchored in place and do not move. Primary anchoring refers to anchoring with sandbags or pegs, which are provided for free with the tent. Secondary anchoring (non-primary) refers to guy ropes with pegs, fastened to the 4 corners of the roof and then tensioned to the sides.

Instruction:

Only the *consumer has the right to withdraw from the purchase contract without providing a reason within 14 days. The 14-day period starts from the day the buyer or a person authorized by them receives the goods. The consumer is obliged to inform the seller of their decision to withdraw from the contract without delay.

The consumer who ordered goods made according to specific requirements (e.g., printing on a tent) – customized, is not entitled to withdraw from the purchase contract within 14 days without providing a reason.

In case of withdrawal from the contract, the consumer is required to return the goods to the seller in undamaged and **unused condition with proof of purchase from the seller (invoice). The seller is not responsible for any loss or damage during transport.

*Consumer: a natural person who is not acting within the scope of their business or commercial activity when concluding the contract.

**Unused means testing the goods under conditions and to the extent that would be allowed for the customer in a physical store, i.e., in a clean environment and according to the instructions.