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Policies
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.
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The small print
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.
WARRANTY DOES NOT COVER COMMERCIAL USES.
For information on commercial warranties please contact
[email protected].
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. Flite – 1,500UV 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.
