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Policies
The small print
Maintenance
Visual and Tactile inspection of all components for structural
damage before every use and dry out Tentsile Tree Tent
thoroughly before packing away. Tentsile Tree Tent should be
stored safely in a dry environment.
Returns
If a customer wishes to return a Tentsile product within 30 days,
they need to pack the unit clean and dry, with all components
included. Retailer can choose to resell this item or send it back to
Tentsile for a credit note.
A restocking fee will be applied (charged to customer) if the tent
is wet, dirty or missing parts. Return shipping will be at customer’s
expense.
Weather
The Tentsile Tree Tent is not intended to be used in severe
weather. If there is weather that creates dangerous conditions,
such as storms, heavy rain, high winds, and/or lightning, do
not use or remain in the Tentsile Tree Tent in or during those
conditions. It is recommended that the Tentsile Tree Tent is taken
down and stored to avoid remaining inside and being subject to
such conditions. Leaving the Tentsile Tree Tent out and installed
in bad weather can lead to potential destruction and/or damage
to it (not covered by warranty). If the Tentsile Tree Tent is subject
to such conditions, it and its anchor/hanging system should be
inspected in detail prior to any future use. Be sure to thoroughly
dry the Tentsile Tree Tent before storing.
Customer Service Charter
Quality first
– We will manufacture, sell and distribute the best
possible quality Tentsuile Tree Tents in the World.
Customer focus
– We will provide prompt, courteous and
efficient service, with honesty and integrity and expert, clear, and
timely information to customers and colleagues.
Tentsile Promise
- We will strive for a ‘get it right first time, every
time’ in all our dealings in manufacturing, distribution, sales, and
service.
This policy does not cover damage incurred by environmental
conditions, weather conditions, or apocalyptic events.
Contact us
*use as intended and outlined herein and no more than 3 months
continuous use.
The Tentsile Tree Tent is designed for play, relaxation, and
camping/sleeping. Never jump into, onto or use it as a
trampoline or swing. It is not intended to be used for rock
climbing, cliff faces, overhangs or above or next to large
drops. Do not attach or secure the Tentsile Tree Tent to a
movable platform or anchor; it is not intended to be used
for such recreation or activities. Do not attempt to use this
product for anything other than its intended purpose, and
always observe height and weight limits.
Warranties
Manufacturing Warranty
Tentsile will accept and replace any product with a
manufacturing warranty straight out of the box.
These units should be marked as defective and
[email protected] should be contacted, so that
we can pick up these items and replace them.
Claims of Defects under 1 Year Warranty
Any damage, breakage or defect found after customer use
needs to be assessed on a case-by-case basis. Tentsile will
accept any fault considered
to be manufacturer’s defect if the product is used within Terms
of Use, as set out in Owner’s Manual.
Tentsile will not accept any damage, breakage or defect
caused by customer outside these Terms of Use. This would
include setting up product
outside guided Owner’s Manual instructions, recklessness,
carelessness, misuse product or misunderstanding of product
set up instructions provided.
Photos of damage should be sent to [email protected] for
assessment. Our team will assess if the damage is covered by
warranty, of customer error.
In cases of warranty, Tentsile will ask to be put directly in
touch with customer and we will pick up the unit and replace
it directly with them.
In cases of customer damage, the retailer can pass customer
directly over to talk to our team. Tentsile will then organise for
customers to send their unit in for repair.
Please note:
All Tentsile products are fabric structures which will degrade
over time due to wear and tear. This includes environmental
conditions such as user care, storage conditions, packing
conditions and UV exposure.
Tentsile products comes with care instructions including; not to
be left unattended for more than 1 week. Do not leave set up
for more than 3 months at a time ( product needs to be taken
down and inspected every 3 months for damage and wear
and tear to components), Products have differing levels of UV
protection. Safari Stingray – 3,500 UV hours.
Tentsile will not be held liable for environmental damage
caused by high winds, falling branches, damage made by
animals or any other environmental factors.
