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.
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 that 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 that are counterfeited 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.
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 be held in accordance with this”.
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.
What does the guarantee cover?
Our guarantee only covers genuine manufacturing faults or defects. However, we will also replace accidental breakages on alloy poles within 2 years of purchasing a new Terra Nova or Wild Country tent.
What doesn’t it cover?
Products that 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.
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.
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.
