1.1 August 2020 - RETURNS & WARRANTY POLICY / TENT POLICY & RETURNS
All goods must be returned within 14 days with your receipt, items must be in a unused/unworn condition including no unpleasant odours with the original packaging/boxes and labels attached.
Refunds and exchanges are not permitted after the 14 day period.
Sale or discounted items are non-refundable however we do offer an exchange or credit note within 14 days of purchase with receipt.
Once a tent is pitched outside it is no longer considered to be in perfect re-saleable condition.
If you are returning goods which you have decided you do not want (cooling off period), under the distance trading regulations you have 14 calendar days in which you can change your mind and cancel your contract with us. This 14 days begins from the day your receive your goods. Please let us know as soon as you decide that you have changed your mind. You must return the goods within 14 days and they should be returned in an unused condition in their original packaging. Returns for this reason will be at your own cost. If you require help, we can arrange for a courier collection at your own cost,
Our Arranged Courier Costs
1kg to 30Kg = €14.50 +23% Vat = total €17.84 per box.
30Kg + must be returned on a pallet and the cost of this service is €50.00 + 23% Vat = Total €61.50
please send an email with your order number to email@example.com and we will issue you with a returns number. The returns number should be clearly displayed on the item for return. No returns will be accepted without this number.
In general, proof of posting should be obtained and produced as evidence of despatch in the event of goods being lost in transit.
All applicable refunds of returned goods will be processed within 14 days from the date of product return. Refunds will not be issued until we have received the product in its original or delivered state, and in an unused condition. Please note - any delivery charges will not be refunded
Goods must be returned:
Within 14 days of receipt.
In an unused/unworn condition including no unpleasant odours.
With the original packaging/boxes/labels attached.
Once a tent is pitched outside it is no longer considered to be in perfect re-saleable condition.
Refunds are made onto the same card used for purchase.
Loyalty points earned from the purchase will be deducted.
Delivery charges will not be refunded to you.
If you wish to return any item due to it being faulty, please send an email to firstname.lastname@example.org stating details including images of the fault and send it back to us together with the item in its original packaging, where possible, within 14 days.
On inspection and agreement of faulty returned items, we will exchange the item, repair or refund the full cost including any delivery charges incurred where appropriate.If you are in any doubt, please contact our customer service department. We are here to help you. We recommend that all items returned to us be sent recorded delivery with insurance paid as a minimum. Your local Post Office will be able to advise.
If you are unhappy due to a perceived technical product fault or misdescribed product, please contact us to arrange a return.
Outback Jacks reserve the right to take a reasonable amount of time to make a decision and inspection on the product.
In certain cases like Tents/Awnings & Waterproof/Breathable fabric products, the product may also be reviewed by the third party operations team. Please allow a considered amount of time for us to inspect the item.
Customers will be offered in this order: repair, replacement or refund.
Tent & Awnings please see below - Tent & Awning Policy
Any refunds will be issued once we have received the goods in their original condition and with the original receipt. This refund includes the total cost of goods sent only, NOT the delivery charge unless the item has passed inspection that there is a fault.
Until you return items to us you are responsible for their safe keeping. We do not accept liability for returned packages damaged in transit back to us. It is your responsibility to wrap products adequately to prevent damage, and to obtain a proof of postage certificate. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or refund refused.
Due to reasons of hygiene, we are unable to exchange socks, underwear, whistles, sleeping bags, towels etc.
Items must be returned within 14 working days from the date of delivery. Returns received outside this timeframe may be accepted at the discretion of Outback Jacks, and, depending on the circumstances, may not be refunded or only be refunded as a store credit.
If you have received an incorrect item in your order, you must contact Customer Support immediately. email@example.com
With large orders, items may be dispatched separately, and subsequently, arrive separately. Please take note of those items featured in your dispatch confirmation e-mail. However, if something is missing, contact Customer Support immediately.
If you wish to return an item bought as part of a multi-buy promotion (e.g. 3 for 2, Buy One Get One Free, Buy One Get One Half Price etc.), all items purchased as part of that promotion must be returned.
Sale items may be returned for exchange not refund within 14 days as per above policy - Value as appears on receipt.
Refunds and Exchanges are not permitted after the 14 day period.
Please note that no returns are permitted on gift vouchers. Gift Vouchers should be treated like cash. If a voucher is lost, stolen etc. it will not be replaced under any circumstances. No cash can be returned in exchange for a gift voucher.
Cancellation of an order is only possible prior to the item(s) being dispatched. If you wish to cancel your order before it has been dispatched please telephone 091 761841.
As we try to process orders immediately, it may not always be possible to prevent an order from being dispatched. If your order has been dispatched you may return the items to us in accordance with our Returns Policy. However you will remain liable for the paid outgoing carriage costs.
We want you to be entirely satisfied with every purchase made from Outback Jacks and strive to offer you excellent quality, value and service at all times.
TENT & AWNING RETURNS IN-STORE & ONLINE POLICY
All tent & Awning warranty claims & returns must be inspected by trained qualified persons. This is done on behalf of Outback Jacks by third party inspectors (usually the Manufacturing brand)
We work with our manufacturers to manage all warranty repairs & claims, If you believe your product is a warranty claim, please initially contact us from whom you purchased the product and we will advise you of the most appropriate course of action. Before we start the returns processes and if you believe your tent/awning is leaking we will need to rule out condensation. Please see reasons for condenstion below especially in new tents or awnings and if you are new to the camping scene.
If we feel your product needs to be returned to the manufacturer for inspection, we will return the product on your behalf. The more detail about the issue/fault you can provide in a written email firstname.lastname@example.org, the quicker and more accurate we can aim to resolve the product issue.
Due to seasonal demands and use of third party courier services, time to organise pallet collections, and for completed inspection can take from 5 - 20 working days. Please bare in mind there is also a time frame for a product to be returned to us after inspection. Please allow 3-5 working days.
If it is deemed after a professional inspection that the fault is not normal wear & tear or a manufacturer fault, the consumer will be liable for repair costs & all carriage related carriages.
Note: Tents and awnings over 30kg are uplifted on a pallet for inspection.
Products must be returned to us for inspection clean, dry and in their proper bag. Any products received in an unsatisfactory condition may be returned to the sender without inspection and may void their warranty due to mis-treatment of the product. The tent may not be accepted if the tent is wet or excessively dirty or has mold growth due to Health and Safety concerns - the tent must be 100% dry, or it will be returned to you without attention.
This warranty covers the functionality of the product for its normal intended use. It does not cover a malfunction that has resulted from improper or unreasonable use and care or without maintenance, accidents, damage due to excessive winds/rain, camping in weather warnings, improper re-packing or natural degradation due to sunlight.
Through a process of continual evolution, Tent manufacturers design and develop equipment for the intended end user. Advice if required, please contact us if further advice is required.
Please retain your original receipt, as proof of purchase will be required to authorise an extended warranty claim.
In the event of your item being inspected and a fault found, we will repair, replace or refund in that order.
AS A GUIDE, THE FOLLOWING DAMAGE IS NOT COVERED UNDER WARRANTY:TENTS / AWNINGS
General wear and tear over extended periods of use
Flaws in the fabric caused by excessive wear
Water ingress through fabric as a result of UV degradation
Water ingress through seams caused by excessive abrasion of seams or seam sealant tape
Broken zips caused by forcing, jamming or improper use
Over tensioned/stretched seams coming apart
Buckles subjected to undue force or abrasion
Broken carry/roller bag if they are over loaded, used for carrying other items or used as a toy
Any pole breakages/beam punctures, these are treated as "fair wear and tear".
Collateral damage from a pole breakages/beam punctures
Condensation, usually caused by lack of ventilation.
Use by rental companies, outdoor centres, or youth groups, via commercial or not for profit Approved Activity Providers, is governed by our standard warranty terms. In any claim circumstance, manufacturers reserve the right to inspect in accordance with their fair wear and tear policy, and will advise of the outcome thereafter.
We will exchange or refund the cost of the item(s) where appropriate. All goods must be in a new and unused condition together with a copy of your original receipt and returned to Outback Jacks within 14 days of receiving returns number.
Condensation in tents can happen to the most experienced campers. Have you woken up with moisture on the inside of your flysheet, or a pool of water in your tent? You would be forgiven for thinking that your tent has leaked during the night, but what has probably occurred is condensation, and it can put a real dampener on your camping trip.
Has my tent leaked, or is it condensation?
If you have been unlucky enough to find water in your tent, it is very unlikely that your tent has leaked. Vango tents are made to the highest specification using quality materials and components. From tough, waterproof fabrics to strong stitching techniques and sealed seams, your tent is designed to keep the weather out.
How much condensation can form in a tent?
Did you know that 1 person can produce up to 1 pint of condensation per night? So let’s say you have 5 people in a tent, that’s potentially 5 pints of water inside your tent! Other likely sources of moisture are wet shoes, clothes, dogs, cooking, even the air itself! Warm air can hold more moisture than cold air, as the temperature falls at night the more moisture is released into the air. Fact, even without occupants, the air in a six man tent holds approximately 1 pint of water!
moisture in tent
What causes condensation in tents?
Air temperature in the tent can become warm and humid from people, heaters and a lack of ventilation. When the warm air inside the tent hits the relatively cool fabric of the tent, the moisture condenses into liquid form.
Do all tents suffer from condensation?
Tents designed with good ventilation and an inner tent will fair best. In certain weather conditions, the design of any tent can be overwhelmed by moisture. For example, if it is a cold night and there is no breeze to circulate the warm, moist air out of the tent, condensation is likely to form.
The air, as held within the beams of a Vango AirBeam tent, circulates within the beams. If the outside temperature is much cooler than that inside the tent, then the cooling of the air in the beams is quite quick. The warm, humid air inside the tent then condensates onto the area of the beams inside the tent. This moisture can then appear as water droplets on the AirBeams and in some cases may create pools of water at the base of the AirBeams. If the prevailing conditions are particularly prone to condensation, remove items from around the base of beams.
What weather conditions can make condensation worse?
Condensation can be made worse when the air outside the tent is significantly cooler than inside, especially after a warm, humid day. On days where there is a substantial temperature drop, it can be challenging to prevent tent condensation forming.
Rainy conditions can also increase the chances of condensation occurring, often leading to the appearance of a leaking tent. Rain water on the outside of the tent, or rain water evaporating off the outer surface of the tent causes the temperature of the fabric to decrease, leading to more rapid condensation as the air inside the tent comes into contact with it.
My tent is wet from condensation, what should I do?
Wiping the walls with a towel or cloth is a good way to remove condensation from the surface and stop any drips. On polycotton, avoid pressing against the sides of the tents as this can cause water to seep through.
If you are staying in one location, remove all wet items from the tent and dry them so that they don’t create more moisture the next night. Dry and ventilate your tent as best as you can.
Tents can be slow to dry on cold mornings. If you are trekking, you may wish to pack your tent and dry it out properly in the midday sun.
How can you prevent condensation in your tent?
Here are our top tips for a dry night!
Ventilate your tent!
The most effective way to prevent condensation is to ventilate your tent and reduce the internal humidity of your tent by promoting a good airflow. Examine your tent for low and high venting options and open them to let the moist air flow out. If the weather conditions permit, leave the upper and lower sections of the door open, mesh sections can be kept fully zipped. If appropriate, also ensure vents at the rear of the tent are fully open. Make sure the vents are not obstructed by bags, or sleeping bodies.
Store wet stuff outside
Towels, boots, waterproofs, swimming trunks, sweaty friends… keep that soggy, wet stuff out of the tent. Use an awning, tarp or hub to provide storage for wet kit.
Don’t touch the sides
If pressure is applied to the tent walls of a polycotton tent, water may seep through. Keep bags and other items away from tent walls and be mindful that condensation can collect at the foot of AirBeams.
Never cook inside
Primarily for safety, but cooking also releases large amounts of moisture into the air. Remember that extractor fan in the kitchen at home?
Turn heaters off
Further warming the air inside the tent will increase water vapour in the air as warm air can support more moisture (our techy guys talk about dew points and percentage humidty), plus the warmer the tent is the more moisture will be released into the tent through evaporation and perspiration. Instead of heating the tent, warm yourself up with the right clothing and good sleeping bags.
Pitch in a spot that gets a natural breeze
Sheltered areas are more prone to generating condensation. Pitch your tent so that vents are lined up with the prevailing winds.
Don’t pitch too close to water
Rivers and lakes can increase humidity. Pitching your tent a little further away from water sources can help reduce condensation.
Take spare towels
In some weather conditions condensation is difficult to avoid. Reduce it using the steps above and pack a spare towel to simply wipe it away.