Holawild Warranty Explained

The Warranty

What's covered -

Air Tubes: We produce our air tubes from the best quality materials to ensure these last a long time, for added reassurance we provide one year of warranty on the air frame covering you against any manufacturing defects.

Whilst very unlikely, unfortunately as with any inflatable item, we are unable to guarantee against a puncture in an air tube, however these are easily repaired with the included patch repair kit.

Replacement tubes can also be purchased from our spares' agent, Tent Spares.

Defects in materials/Workmanship/Genuine Faults: If you open your new product and find there is a flaw in the material or an issue with the workmanship, then don't hesitate to get in touch with us.

All our products are handmade and whilst we pride ourselves on great quality, occasionally issues can slip past.

Should a product fail due to manufacturing defects in workmanship and/or materials, or a genuine fault, we will repair the item free of charge or replace it at our discretion. If it is no longer available, we will replace it with an alternative from our current range that is as close to it as possible.

For genuine issues reported to us within 6 months of ownership, we will cover all collection costs, providing the item is in the original box. If you are outside 6 months of ownership or no longer have the original box, then you will need to arrange returning the item to us.

What's not covered -

Adhesive/glue/bonding: Adhesives will naturally dry and break down over time because of age, particularly with heavy use and poor aftercare. Throughout the products' lifetime, perished seam sealant may need to be manually sealed and would be classed as maintenance.

Wear and tear: Anything that is reaching or has reached the end of its serviceable life. For example, if a zip breaks on a heavily used item, it is usually down to wear and tear rather than a fault.

Accidental damage: Whether it is caused by you or someone else –this includes rips, cuts, scuffs, tears, abrasions, odours, and stains are not covered.

Heat Damage/Melting: Our products conform to ISO 5912, however they do not feature a purpose made flame-retardant cooking area. Cooking inside a product is taken entirely at the customer's own risk, and we cannot be held liable for any damage resulting from misuse.

In addition to this, open/campfires too close to a product should be avoided, as flying ash/embers can damage/melt the product.

Damage caused by misuse or alteration of the product.

Colour Fading: All synthetic fabrics will fade over some time. This is caused by ultraviolet radiation present in daylight. Ultraviolet radiation will eventually cause a weakening of all synthetic fabrics. As UV degradation is a natural characteristic of synthetic fabrics, we can't predict nor guarantee the life of any synthetic fabric. 

Poor aftercare: Your product should be cared for and properly maintained. If, for example, your tent is packed away wet and is not properly dried, then any stains or leakage would be due to poor aftercare, rather than being a manufacturer’s fault.

It's critical to ensure a product is adequately dried prior to storing for the winter, and always advisable to erect the product prior to your first trip for the season, this will allow you to air the tent/awning and check for any issues.

Doors/zips on openings on waterproof items: These are difficult to guarantee as waterproof and some circumstances would give the impression that there is a leak when in fact there is not (for example, opening and closing doors in the rain or bringing wet garments inside, which then leaves wet pools inside the tent). Even when doors are protected by a rain flap, rain can still sneak in when doors are opened/closed - but rest assured that it will not pass through the tent's flysheet. 

Any consequential loss or damage resulting from a fault.

Second-hand items: Unfortunately, our warranty covers only the original owner.

Fibreglass poles: Poles can break or split due to a variety of reasons, often in some way influenced by human hand, or human error!  Pitching errors, striking in transportation, accidental damage, incorrectly seating the ferrule, dropping the pole, or breakages in storm conditions can all happen at any point over the life of your tent. There are thankfully seldom, however due to the myriad of reasons, no tent manufacturers will cover poles under their warranty. Luckily, most camping shops carry universal fibre sections in varying diameters which can be cut to size with a hacksaw, alternatively repair kits or full pole sections can be purchased from Tent Spares Ltd.

Storm Damage: Products are not designed to withstand heavy storms, and we always advise you to check weather reports prior to a trip and to strike any tents or awnings if winds are high enough to cause damage.

In addition to this, for a product to be stable in winds, this is reliant on the pitch of the item, if incorrectly pegged out it will be far less stable than if correctly pitched. We would always recommend preparing by investing in additional 'heavy duty' pegs, storm kits and using a car or natural windbreak (hedgerows etc.) to help shelter the product in excessive winds.

Our warranty team will check any claims for storm damage and weather warnings at the time of claiming.

We would always recommend taking out an insurance policy for your product as this will often cover issues not claimable under the warranty,

How long does a warranty review take-

A warranty review can take up to 28 days, this could take longer in the summer months due to the seasonal nature of the business. Any timescale would be communicated to the customer

The Warranty is subject to the following conditions (Not Exhaustive):

1. The Warranty only applies to an original purchaser who purchased this product either from Holawild or from an approved retailer.

2. The Warranty does not apply if the product has been used for anything other than reasonable personal camping use. Commercial use (e.g., rental) or continuous use as a residence is expressly excluded.

3. Damage due to normal wear and tear, accident, acts of God, negligence, failure by the purchaser to ensure instructions for setting up and care are observed, deterioration due to abnormal exposure to ultraviolet light, insect or mildew attack, or any other cause reasonably beyond the control of Holawild Ltd are not covered.

4. All transport costs and any other indirect costs are excluded from the Warranty past 60 days.

5. Holawild Ltd reserves the right to make a reasonable charge for repairs which it determines are not within the scope of the warranty.

Please note, that if your product has mould on it from improper storage, we are unable to accept it back for repair or return and your warranty will be voided. Any product sent to us with mould will be sent back at your own expense