Guarantee Information

 

Every product on www.terra-nova.co.uk has a guarantee statement on its individual product page outlining the extent of the guarantee offered on the product. For clarity, these statements are summarised below. Please note that in all instances your statutory rights are unaffected by the presence or lack of a product guarantee and that these guarantee statements apply equally to products bought from Terra Nova directly, or from one of our retail partners.

 

The Guarantee

Products are guaranteed to the original owner against manufacturing defects in materials and workmanship for the period of time specified for that particular product range. If your product, covered by this guarantee, fails due to a manufacturing defect we will repair it without charge, or replace it, at our discretion – if it’s no longer available and we provide a replacement it will be with an alternative from our current range that’s as close to the original product as possible.
Proof of purchase from a registered retail partner is required, failure to provide your proof of purchase invalidates the guarantee.

Products which are damaged through wear and tear, accident, misuse, alteration or improper care, UV (sun) degradation, the effects or the natural breakdown of materials over time, even if accelerated by environmental conditions, and consequential loss are not covered by the guarantee.
We do however offer a repair service for tents, bivis, tarps and rucksacks at our UK factory enabling damage not covered by the guarantee to be mended for a fee.

 

Other Selling Platforms
We only offer a guarantee for new and original Terra Nova and Wild Country products sold on other selling platforms such as eBay and Amazon if the seller is a registered retail partner of Terra Nova Equipment.
We will not guarantee products which are counterfeits or stolen which are then sold by unregistered retail partners of Terra Nova.
If you are unsure whether the supplier you are purchasing from is a registered retail partner of Terra Nova Equipment please contact us immediately, as your guarantee may be invalid.

Length of guarantee

New Extremities products are guaranteed to the original owner for a period of 1 year from purchase.

New Wild Country tents are guaranteed to the original owner for a period of 2 years from purchase.

New Terra Nova Tents and Bivis are guaranteed to the original owner for the lifetime of the product.

Accessories, including Rucksacks, Trekking Poles and Sleeping Bags are guaranteed to the original owner for a period of 1 year from purchase.

All clearance products have the following statement:
“Clearance products are NOT subject to our extended guarantee, however your statutory rights do still apply. Our clearance grading system and pricing reflect the condition of the products listed. Expectations of performance and product life should held in accordance with this.”

 

Terra Nova Lifetime Guarantee

What does ‘lifetime’ mean and how long is the lifetime of the product

Lifetime is the usable lifetime of the product. Unfortunately it doesn’t mean your lifetime.

The usable life of a product varies depending on a number of factors including how the product is used – a tent that has had heavy use or is not looked after will probably have a shorter life than one that has infrequent use or is well maintained. This is why we don’t give a fixed length guarantee for tents and bivis and prefer to assess each case individually.

 

For all products

What does the guarantee cover

Our guarantee only covers genuine manufacturing faults or defects

What doesn’t it cover

Products which are damaged through wear and tear, accident, misuse, alteration or improper care, UV (sun) degradation, the effects or the natural breakdown of materials over time, even if accelerated by environmental conditions, and consequential loss are not covered by the guarantee.
To help clarify what this means here are a few examples of things that wouldn’t be covered, it’s not an exhaustive list so if you are unsure please contact us and we can help.

• Wear and tear. Anything that’s reaching or has reached the end of its serviceable life. For example, if a flysheet is no longer waterproof because of the exposure to sunlight and breakdown of materials. Or a zip breaks on a heavily used item, it’s usually down to wear and tear rather than a fault
• Accidental damage. Whether it’s caused by you or someone else, for instance tears, over-tensioned seams, cuts and odours. See our Gold Mark Service for covering accidental damage.
• Poor aftercare and unsuitable storage. Your product should be cared for and properly maintained. A flysheet will stick together if not stored at an ambient temperature and checked occasionally. Mould and mildew will occur if a tent is not dried properly before packing away. These items are not covered.
• Zips that have been broken by forcing, jamming, improper use or by dust and dirt in the teeth are not covered.
• Condensation, usually caused by lack of ventilation
• Taping and bonding. Adhesives will naturally dry and break down over time because of age, particularly with heavy use and / or poor after care.
• Damage caused by misuse or alteration of the product.
• Any consequential loss or damage resulting from a fault.
• Second hand items. Unfortunately our guarantee covers only the original owner.
Claims under the product guarantee by rental companies, outdoor centres, youth groups etc whether commercial or not for profit will be inspected in accordance with our fair wear and tear policy.

 

What is wear and tear

Wear and tear is damage that naturally and inevitably occurs as a result of normal use and ageing. No matter how well cared for or carefully used, your product will eventually begin to show age and wear as materials start to break down.

 

What happens if you want to make a claim under your guarantee

We recommend contacting the store or website that you bought the product from, this is because you entered into a contract with the stockist when you bought the product from them. Make sure you have your proof of purchase and we will work with the stockist on your return.

If you bought the item directly from us, please get in touch with our Customer Service team using the details below. Please have your proof of purchase ready so we can progress things quickly for you.

When sending your product to us make sure that the postage is prepaid, you use a shipping method that will provide you with a tracking number and you have insured your parcel for the full replacement value. Terra Nova Equipment Ltd will not be liable for products lost in transit to us.

 

How to help us process your return as quickly as possible

If you are claiming under the guarantee please include your proof of purchase so we can validate your guarantee.
To help us identify the area in question on your product, please mark it with coloured tape or gather in an elastic band. Also include details of their location and the fault in your covering letter.

 

Who pays for shipping

All shipping to Terra Nova Equipment for claims under the guarantee is payable by the customer, we recommend insuring your parcel for the full replacement value. We will pay for the shipping cost back to you if the item is deemed to be faulty and covered by our guarantee. We will send the item using our standard shipping service, if you request a faster shipping service such as guaranteed next day, we will charge you for the shipping costs.
All shipping charges for non-guarantee repairs are at the customer’s expense.

 

Should I clean my tent before I send it to you.

Yes! For health and safety reasons products accepted for repair must be clean or the product may be returned to you.

 

Will my product be repaired or replaced

If your guaranteed product fails due to a manufacturing defect in materials or workmanship, our first option will be to repair the item, free of charge. If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it.

 

How much are repairs

These vary from one repair to another. Once we have inspected your product we will advise you of repair costs and ask for your authorisation to proceed.

 

 

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