Our Manufacturing Warranty

Tentsile will accept and replace any defective product with a manufacturing warranty straight out of the box. These units should be marked as defective and repairs@tentsile.com should be contacted with photos of the unit(s), to organise a replacement.

Claims of Defects under 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. 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.

Exemptions

Our product warranty does not cover the following:

  • Commercial use (for more information contact support@tentsile.com)
  • Poles, ratchets, and straps
  • Improper use
  • Wear and tear
  • Improper maintenance
  • Modification
  • Damage caused by severe weather / environmental conditions
  • Damage caused by snow load (1” snow load limit on all Tree Tents and Hammocks)
  • Flaws in the fabric, if caused by excessive wear
  • Leaking through fabric if it is suffering from UV degradation (often leaking fabric is in fact condensation on the inside of the fabric)
  • UV degradation
  • Condensation, usually caused by lack of ventilation
  • Leaking through seams if excessive abrasion of the seams or the seam sealant tape has occurred
  • Broken zips if caused by forcing, jamming or improper use
  • Seams coming apart if caused by over tensioning / stretching
  • Broken buckles if they have been 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
  • Damaged caused by usage around fire
  • Damaged caused by usage around sharp objects and shoes
  • Generation 2 products
  • Pre-loved products

Wear & Tear

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 Connect – 3,500UV hours.

Other

Tentsile will not be held liable for environmental damage caused by high winds, falling branches, damage made by animals or any other environmental factors. Safety checks to the product must be made every month and the product must never be left unattended in adverse weather.

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.

Extend Warranties (US customers only)

US customers have the option to purchase an extended warranty at checkout. These warranties are fulfilled by a 3rd party company called Extend. To make a claim on an Extend warranty, please visit Extend and use the virtual warranty assistant to make a claim.

Liability Waver

We build our products to the highest standards and include detailed instructions and guides on how to set up and use our tent or hammock safely. As a result, Tentsile will not be held responsible for any injuries incurred while our products. Please see the following Liability Waver for full details.

Recycling

In the event that we cannot repair your old product, your original tent will not go to waste. We have an established recycling programme that earns you 20% off your next order. Learn more.

Flowers