WATER INGRESS
CODE OF PRACTICE
CONSUMER GUARANTEE
We at The Explorer Group Ltd. want our
customers to be sure that in buying one of our
products, you are buying the very best.
We are confident that our new products, built
with innovative manufacturing techniques and
tested materials, make water ingress concerns
unnecessary.
In fact, we are so confident of our new
products that we have issued a ‘Code of
Practice’ which gives certain guarantees to our
customers, both consumers and retailers, of
financial reimbursement of repair costs should
problems occur.
THE CODE
The code applies to all new Explorer Group
products manufactured after 1st September
1998.
All customers with documentary proof of
annual services by an approved Explorer
Group Ltd. retailer or service centre, will be
paid in full for the costs of repairs due to water
ingress for up to 5 years from the date of
purchase of a new product.
Customers who bought new motorhomes
between September 1996 and August 1998
will also be covered under this code providing
they have documentary proof of annual
services by approved Explorer Group Ltd.
retailers or service centres.
Customers exchanging their current Explorer
Group model for a new Explorer Group model
will not have the value of their part exchange
reduced due to potential water ingress issues,
provided there is documentary evidence that
the motorhome has been annually serviced
and that it is less than 5 years old.
CONDITIONS ATTACHED TO THE
CODE
• Repairs may only be carried out after
approval by The Explorer Group Ltd. or the
insurance company that provides the
extended warranty (dependent upon
individual circumstances).
• The Explorer Group Ltd. or the company
that provides the extended warranty will pay
the costs of repairs, only after approved
work has been carried out.
• The Code is not retrospective. motorhomes
traded in prior to implementation of the
Code are not covered.
• In the case of dispute, The Caravan Club
will agree with The Explorer Group Ltd., the
appointment of an independent arbitrator.
The Explorer Group Ltd, will pay for the
costs of arbitration subject to the consumer
paying a £100 deposit.
• If the arbitrator finds in favour of the
consumer, then the deposit will be returned.
If the arbitrator finds in favour of The
Explorer Group Ltd., the consumer will lose
the deposit.
• Where the arbitrator awards a sum of
money less than an offer made by The
Explorer Group Ltd., which has already
been rejected by the consumer, then the
deposit is forfeited.
• The arbitrator’s decision is final and both
parties must agree to abide by the decision.
Note: The Explorer Group Ltd. warranties may
be transferred to a second owner for a small
fee.
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INTRODUCTION
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