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After Sales

 

After Sales

All Vango products are designed and manufactured to the highest standards. Correct care, combined with our high standards of quality, will keep your product in good working condition for many years but should an unforeseen problem occur, we will be happy to help.

 

Repairs

Vango Camping Spares and Repairs division specialises in tent repair and parts replacement. If your product is not covered under warranty, they can offer replacement tent parts to prolong the life of your tent.

Spares include replacement poles, pole sections, AirBeam® tubes, bags and spares, for all current tent models and those going back over 5 years.

Please visit Vango Camping Spares and Repairs at www.campingspares.co.uk, where you can order new parts or complete a repairs form.

If you require immediate assistance with an AirBeam® tent or awning, and are unable to contact your retailer, for example whilst on holiday, please contact one of the AirBeam® Service Centres listed in the Vango AirBeam® User Guide.

For consumers within mainland Europe, we also have a repair centre partner in Holland. Please contact them through Tentstuk.nl.

To order new poles or AirBeam parts, you will need to know the model & year of your tent click here for information on the model and year of your tent.

Warranty

We work with our retail partners to manage all warranty repairs, and it is important that the sales contract (between you and the retailer you purchased your product from) remains valid, throughout any warranty claim. If you believe your product is a warranty claim, please initially contact the retailer from whom you purchased the product and they will advise you of the most appropriate course of action.  Should your retailer decide that your product needs to be returned to us for inspection, they will return the product on your behalf. The more detail you can provide, the quicker and more accurate we can be in our response.

Products must be returned for inspection clean and dry. Any products received in an unsatisfactory condition may be returned to the sender without inspection.

If you bought your product from Vango.co.uk and are unsure which retailer supplied the product, please contact our retail service provider- Shopatron on 01793 461650.

This warranty covers the functionality of the product for its normal, intended use as specified in the consumer literature or website. It does not cover a malfunction that has resulted from improper or unreasonable use or maintenance, accidents, damage due to excessive winds/weather, improper re-packing or natural degradation due to sunlight.

The standard Vango warranty lasts for one year on footwear, and for 2016 collection onwards, this has been increased to two years on all other product ranges from date of purchase.

Extend your warranty by a further year (excludes footwear)*, by registering your product; this may vary depending on the statutes in force within the country of purchase. Register your Vango product here.

*Products must be registered within 6 months from date of purchase.

Please retain your original receipt, as proof of purchase will be required to authorise an extended warranty claim.

As a guide, the following damage is not covered under warranty:

TENTS / AWNINGS

  • General wear and tear over extended periods of use
  • Flaws in the fabric caused by excessive wear
  • Water ingress through fabric as a result of UV degradation
  • Water ingress through seams caused by excessive abrasion of seams or seam sealant tape
  • Broken zips caused by forcing, jamming or improper use
  • Over tensioned/stretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • Broken carry/roller bag if they are over loaded, used for carrying other items or used as a toy
  • Any pole breakages/beam punctures, these are treated as "fair wear and tear".
  • Collateral damage from a pole breakages/beam punctures
  • UV degradation
  • Condensation, usually caused by lack of ventilation
  • Commercial use by rental companies (Youth organisations, outdoor centres and non-commercial groups are governed by our standard warranty terms. Commercial use by rental companies is not covered by our user warranty)

 

SLEEPING BAGS

  • General wear and tear over extended use
  • Flaws in the fabric caused by excessive wear
  • Broken zips caused by forcing, jamming or improper use
  • Over stretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • Draw cord pulled out with excessive force
  • Broken stuff bag due to undue force
  • Reduced loft of filling
  • Commercial use by rental companies (Youth organisations, outdoor centres and non-commercial groups are governed by our standard warranty terms. Commercial use by rental companies is not covered by our user warranty)

RUCKSACKS

  • General wear and tear over extended use
  • Flaws in the fabric caused by excessive wear
  • Water ingress through seams (rucksack seams are not taped, a rucksack liner should be used)
  • Broken zips caused by forcing, jamming or improper use
  • Overloaded, tensioned or stretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • UV degradation
  • Frame exposed through fabric through being dragged or dropped on rough ground
  • Commercial use by rental companies (Youth organisations, outdoor centres and non-commercial groups are governed by our standard warranty terms. Commercial use by rental companies is not covered by our user warranty)

AirBeam® Outersleeve Upgrade

Vango AirBeam® tents are fitted with strong outer sleeves that are designed to withstand the daily rigours of family camping. Since 2011 we have been using an even stronger outer sleeve, these are now available as a free upgrade to consumers who purchased a 2011 edition of the following Vango AirBeam® tent models:

Product Description

Product Code

Infinity 600

TEFINFINII36181

Infinity 800

TEFINFINII36184

 

For further details please refer to the FAQ section


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