Customer Services

Customer Return Form:  PDF format / MS Word document format
Parcel Label: PDF format / MS Word document format


For all Terra Nova, Wild Country and Extremities repairs in the USA please contact www.rainypass.com

Praise for Terra Nova

Many thanks for you helpful and speedy service - much appreciated. We shall continue to recommend your tents to all our mountain/climbing friend.' Stephanie Connor

I must say that I have been very impressed with the quality of service that I have received and that this will be very much at the forefront of my mind when I look to replace the tent.' Paul Willett

Just a quick message to let you know that I received my inner back this morning - Thank you very much to you and your colleagues for sorting out the problems I had - excellent service.' Edward Kingscote

Full Repair Service on your doorstep

To support our comprehensive product guarantees we provide a full repair service at our Factory in Derbyshire. If you believe your product has failed, return it to us in a clean and dry condition* and we will examine it. Repairs covered under guarantee will be carried out free of charge. We also offer a full repairs service to cope with the damage that wear and tear and regular use can cause.

Our Customer Services staff will examine the damage and send you a quote for the necessary repairs. We will endeavour to return your repaired tent to you within 15 working days of receiving your go ahead (at busy times of the year it may take longer). We also offer various repair services for our gloves, hats, gaiters and socks; including repairs to split seams and retaping and patching of Gore-Tex® products. Please note that not all damage can be repaired.

Please allow plenty of time for your repair to be carried out before you need to use your product again. If you require an item repairing urgently (i.e. returned within two working weeks) please call our Customer Services department on 01773 837387 BEFORE sending your product to us.

We strongly reccomend that all returns are safely packaged, and sent via a recorded/traceable service. We cannot be responsible for any items lost or damaged in transit to us. We may return packages upopened if we feel there is a risk of further damaging the goods whilst opening them, due to excessive or inappropriate packaging, and will not be held responsible for any damage that occurs in this instance.

Please Note: Any returns made under guarantee must be accompanied by a receipt of purchase. It would also help us to speed up the return of your tent if a brief description of how the damage occurred was included (there is a space for this on our returns form).


Estimated Repair Costs

 

Flysheet

Groundsheet

Inner Tent

Gloves and Mitts

Retaping per Metre

£5.50

£5.50

n/a

n/a

Gore-Tex Retaping

£10

£10

n/a

£10

New Panel – Small

£45

n/a

£35

n/a

New Panel – Large

£60

n/a

£50

n/a

Patch (Gore-Tex)

£20 (£30)

£20 (£30)

n/a

£10

Gore-Tex Panel (tents and bivi’s)

£150

n/a

n/a

n/a

New Ripstop Door

n/a

n/a

£50

n/a

New Mesh Door

n/a

n/a

£50

n/a

Complete Door Including Zips

n/a

n/a

£65

n/a

New Zip (each)

£30

n/a

£45

n/a

Zip Slider (each)

£10

n/a

£10

n/a

New Guyline Point

£15

n/a

n/a

n/a

New Pole Sleeve

£50

n/a

£30

n/a

Pegging Point

£7.50

£25

n/a

n/a

Snow Valance All Tents

£70

n/a

n/a

n/a

Snow Valance Cosmos

£90

n/a

n/a

n/a

Replacement

£Please Contact Us

£Please Contact Us

£Please Contact Us

n/a

Cleaning (Whole Tent £45)

£25

n/a

£25

n/a


* Health and Safety regulations mean we can only accept products in a clean and dry condition. If you need repair work to be carried out, please return your tent to us in a clean and dry condition.

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