Returns & Warranty Policy
Tent & Awning Returns Policy
All tent & Awning warranty claims & returns must be inspected by trained qualified persons. This is usually a trained member of staff from the manufacturing company.
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. It is important that the sales contract (between you and us (the retailer) remains valid, throughout any warranty claim.
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 email@example.com, the quicker and more accurate we can aim to resolve the product issue with the manufacturer.
Due to seasonal demands and use of third party courier services, time to organise pallet collections, delivery to the manufacture for inspection can take from 5 - 20 working days. Please allow a considerate amount of time to allow the manufacturer to inspect the product. 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 to the manufacturer.
Products must be returned 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.
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/weather, 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.
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.
If you wish to return an item or you have decided not to keep it, please send an email with your order number to firstname.lastname@example.org 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.
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.
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.
- 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 email@example.com 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 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 on the product.
- We commit to reverting to the customer with a decision within 10 days.
- In certain cases, the product may also be reviewed by the Operations team.
- Customers will be offered in this order: repair, replacement or refund.
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, 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.
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.