Returns & Warranty Policy
We strongly encourage you to either visit us, or contact us by email or phone before you purchase. That way, we can ensure you’re getting the correct items to suit your needs.
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If you order the incorrect item, contact us to enquire if it can be returned or exchanged or not. If a return/exchange is agreed the item must be in brand new condition (packaging too). If the products or the packaging are not in ‘new’ condition, the item may not be accepted for return. Where a refund is offered a fair restocking fee may be applied.
Freight charges you incur returning items to us, whether for return, exchange or warranty inspection/repair, will be at your cost. Some of the large, bulky items we sell are expensive to transport around New Zealand, so please choose your purchases carefully. Refunds processed will be for the item purchased, but not for the original shipping costs, which are irrecoverable. If you originally received a product free of charge for freight, there will still have been an underlying freight cost to us, which will need to be taken into account - this will be deducted from the amount refunded. Card processing fees are not recoverable and will be deducted from the refund.
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We cannot refund if you simply ‘change your mind’ on a purchase.
If there is any dispute, we will always work to handle the situation fairly. Of course, we will always meet our obligations under the Consumer Guarantees Act.
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Please contact us for a return authorisation at: support@xpeditionz.co.nz
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Once your returned item is received back we will inspect and, subject to satisfaction with the condition of the item and its packaging, issue your refund within 5 working days. Please note it may take a further day or two to reflect on your bank statement.
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If there is a fault with your new product, we will arrange repair or replacement, as we deem to be the most appropriate course of action.
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Warranty is 'return to base'. You must bring or freight the item to us for inspection/repair/replacement. This will be at your cost, however for accepted warranty claims where items have been freighted to us we will freight them back to you at our cost.
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Transit Damage. Make clear notes on the documents, before signing to accept delivery, of any damage visible to items or packaging. Otherwise you are signing for having received items in good condition. If suspected transit damage to an item is not apparent until unpacked, we must be advised immediately if we are to have any chance of claiming on insurance or carrier and even then this may not be possible.
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Specific Warranty Exclusions:
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Wind Damage - Is not covered as a warranty claim. This usually applies to awnings and roof tents, but may apply to any product suffering wind damage. This is standard industry practice - all manufacturers commonly exclude wind damage from warranty. And we can get very strong gale force wind gusts in NZ in exposed places, so bear this in mind when setting up tents and especially awnings. Some of our awning models are capable of withstanding very high winds, but all products will have their limits! It is also possible that the eventual failure point may not be the awning, but what it is attached to, such as your roof rack. You are responsible for ensuring the awning is appropriately robustly mounted and either guying/pegging, or putting it away, if the winds are very strong. An awning that is pegged and secured with guy lines will be far more robust than one that is not, but this is still no guarantee against damage arising from a wind gust.
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Mould/Mildew Damage to Roof Tents - Any tent, roof or ground, can quickly grow mould/mildew if left packed up wet for too long. You are responsible for regularly airing and checking your tent, ideally weekly, which is not difficult to do in the case of hard shell roof tents that take under a minute to put up. Don't assume you can leave your roof tent unchecked for long periods!
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Prior to the prevalence of roof tents, campers would typically clean and dry their tents at the end of the camping season and store them in a clean dry place until the next season or outing. It's not recommended to leave a roof tent for months on end on your vehicle when not in regular use (e.g. over Winter). If you want to leave your tent on the vehicle full time then it should be checked and aired regularly, ideally weekly. Again, this is not difficult to do in the case of hard shell roof tents that setup in under a minute.
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Rubber seals around the perimeter of hard shell tent models are often presumed to be water seals, whereas they are primarily dust seals. Inadvertently trapping even a small section of canvas beneath the rubber seal when closing the tent can cause water to be wicked inside. Left like this, when next opened your tent may be full of water, and if left too long without periodic checking it may be mouldy too.
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My Tent Has Water Inside & is Mouldly. I Didn't Trap Canvas Under the Rubber Seal - What should I Do?
Clean the tent using either an off the shelf mould cleaning product, or Google for a home made mould cleaning solution, typically using ingredients such as white vinegar, lemon, salt and water. UV light from the sun also kills mould so you may want to air the mattress in the sun.
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It is extremely rare for water ingress in the closed position to result from a failed shell - we've not had a single case to date. It is far more likely an indication it's time to reproof your tent fabrics. We recommend reproofing your clean and dry tent periodically using Fabsil Gold (N.B. the Gold version has 5x as much active ingredient/silicon as regular Fabsil). This product is painted on with a paint brush. Apply two coats, allowing a few hours for full drying time in between coats, so choose the right day to do this. It must not rain during this procedure. Ensure Fabsil Gold is also applied right along any synthetic sail track fabric and stitching along the base on applicable tent models.
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If you have reason to suspect the shell on your tent has suffered a failure, the shell can be pressured tested to confirm, though as mentioned we've never seen such a case with any models we sell. Hence before incurring the expense of freighting your tent to us for pressure testing & inspection, carry out reproofing as described above. This will almost certainly remedy any water ingress issue, regardless whether it occurs when the tent is open or closed.
Reproofing will need to be carried out periodically. Generally the more budget the tent the more frequently this may be required. Conversely our premium models tend not to require as much maintenance, mainly just regularly airing.
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Original purchaser only. Our product warranty covers the original purchaser of the product from us only - our direct customer. Our warranty does not extend to cover products sold by the original purchaser to a 3rd party.
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If anything is unclear or you have more questions feel free to contact us at support@xpeditionz.co.nz
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