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OLPRO Warranty and Returns Terms & Conditions

OLPRO 30 day No Quibble Returns, 365 Day Warranty & 2 Year Canvas Warranty Details

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We want buying from us to be as simple as possible and to make sure that you are happy with your purchase. To do this, we have created a 30 day returns policy as well as our 365 day warranty. As of 1st February 2020 we are now offering a two year warranty for our OLPRO canvas product range (this includes all tents and camper van awnings) – All products purchased before 1st February 2020 are still covered by a 12 month warranty. As well as this we also offer an extended warranty which can be purchased on individual products through our partners CPS, for more information please see here
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All OLPRO products are designed and manufactured to exacting standards at our multiple factories and are tested under the appropriate conditions and terms of use. All OLPRO products are covered by our 365 day warranty and extended canvas warranty for up to 2 years. The warranty covers manufacturing faults on purchase of the product. These potential faults may be in the parts, the materials of the product or the workmanship. The warranty also covers the functionality of the product for its normal use. We are not responsible for any additional costs caused by a warranty issue.
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The OLPRO 365 Warranty covers you for 12 months from the day of purchase but most of the potential warranty issues apply to issues which will occur prior to first use. We have added an additional year to your canvas product warranty. So you can relax knowing that your canvas is protected for an additional year on top.

The OLPRO 365 & The extended canvas warranty does not cover tent poles/beams or windbreak poles or the malfunction of any fabric or component that has resulted from improper or unreasonable use or lack of maintenance. Accidents such as damage due to excessive weather/ winds, improper re-packing of products or any natural degradation due to sunlight is not covered.

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No consequential loss may be claimed under this guarantee. To help yourself guard against any losses we always recommend that you test anything you've purchased in good time before going away – Any fault should be discovered at this point. This guarantee in no way affects your statuary rights. See below for full terms and conditions of sale from this site.

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To make a warranty claim please contact your retailer first. This is the person from whom you purchased your product. They will advise you of the best course of action.

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If you purchased the product from our website please contact us by clicking on the Contact Us at the top of the page. It is advisable that you email us first before calling.

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Before you do that please check these commonly asked questions to see if they help. It is likely we have answered the question within these.

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We also have a comprehensive FAQ section.

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It is very easy to confuse leaking with condensation. Condensation is the bane of the campers life. We have put together the following article on how to avoid condensation:

https://au.olproshop.com/blogs/news/how-to-avoid-condensation-in-your-tent

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We've done this because we recognise that lots of people do want more information on how to safeguard against condensation and also because we do get some calls from people concerned about water in the tent which turns out to be condensation – so I hope those help.

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All products within their warranty period are swapped, like for like, for a new product. If it’s just a small issue or where something can be replaced, we may choose to send that part as opposed to the full product, to save you having to return the product in full. An example of this would be if an inner tent were damaged – we would be able to send a new inner tent, as opposed to swapping the full product.

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It is always easiest if you can send photographs of any potential problems so we can help quickly.

As a guide the following damage is not covered by your warranty on tents:

  • 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.

  • Broken zips caused by forcing, jamming or improper use.

  • Over tensioned/stretched seams coming apart.

  • Buckles subjected to undue force or abrasion.

  • Broken carry bag if it is over loaded.

  • Any tent pole breakages.

  • Any air beam damage or breakage

  • Collateral damage from a pole breakage.

  • Collateral damage from air beam breakages

  • UV Degradation.

  • Condensation (usually caused by a lack of ventilation).

  • Commercial use by rental companies

  • Storm damage

If you return a product and it is deemed to be one of the above you will be liable for the return cost of that product. 

Our warranty, like that of other tent brands, as you would expect, does not offer any warranty cover for any damage caused to products or collateral damage to personal belongings caused by high winds and weather conditions.

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It is the customers responsibility to check weather forecasts and updates to ensure a safe and trouble-free holiday. As much as we love camping, and the holidays are booked in advance unfortunately there are conditions in which the customer should use common sense and make the decision to either continue in unreasonable conditions and risk damage or the unfortunate decision to cut the holiday short or seek alternative accommodation until the weather has improved to suitable and safe environment to camp.

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It is not the case that anyone can use a product, damage it and then expect it to be replaced.

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Useful link:

https://www.campetent.com/tent-camping-grand-wind-scale.html

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If you have bought your product within the last 30 days:

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If you have bought anything from us in the last 30 days and you want to return it for a full refund, you can. We can offer a full credit/refund, or we can swap the product for a new one or a different colour.

We are not able to offer a refund or a replacement if the product has been damaged (Not a manufacturers fault) or is not in a resell-able condition, such as it's been used. This includes wet or soiled products and products with missing parts. Never return any product that is wet or dirty in anyway as it won't be refunded and will be returned back to you in the same condition.

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To return a product, please get in touch by clicking the contact us at the top of the page or email us using sales@olpro.co.uk and make sure you include all of your details, including order number, any photographs you may have and reason for return.Not informing us of a return will cause delays in dealing with it.

If you are returning a product within 30 days because you don't want it or it wasn't as expected then you will have to pay the return carriage.

 
If you are returning a product within 30 days because of a manufacturers fault then you are entitled to a replacement. We will pay for the return cost up to the full amount of $23.00, If your return is quoted more than $23.00, please contact our customer service team, requesting a collection for the item which you will then be invoiced $23.00 for. If your product is under 2kg, we will reimburse the return carriage up to $8.00. We recommend sending on a tracked service, or keeping proof of postage if tracking is not applicable. We will also cover the costs of sending out the new product. See above for more details on our 365 day (and 2 year canvas) warranty.
 

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If your product is still within the Warranty period (2 years for campervan awnings and tents (from 1st February 2020), 365 days for everything else):

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To return a product under warranty, please get in touch by clicking the contact us at the top of the page or email us using sales@olpro.co.uk and make sure you include all of your details, including order number, any photographs you may have and reason for return. Not informing us of a return will cause delays in dealing with it.

Unfortunately, we are unable to offer a refund, as the standard return period has now expired.

However, we do offer a repair or replace service, meaning we will collect the item from you and inspect the product for manufacturing faults.

After inspection, the warranty team will make the decision to repair or replace the product.

Please ensure all items of the faulty product are returned. If a tent or awning is being returned please ensure the pump, pegs, beams/poles are also included.

**PLEASE NOTE- We are unable to accept items that are heavily soiled or wet. This is down to Health & Hygiene reasons. If the product is received back in this state, it will be returned to you for you to return later on when dry at your own cost*

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If you are outside of the Warranty Period:

If you’re outside of your warranty period or you have damaged the product or need a replacement part you can contact us and we can advise how to repair the product yourself. You can also purchase spare parts from our website.

Spare and replacement parts

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Returning your product at your own cost

Never return anything without first contacting us or it will cause a delay dealing with you.

You can advise us via the contact us link at the top of the page or email sales@olpro.co.uk. Once we’ve agreed the return You should mail the product to;

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OLPRO Ltd.

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Unit 6 KDO Business Park

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Little Witley

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Worcestershire

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WR6 6LG

 

If you are returning an item over $76.00, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. The product remains your property until it is received back by us. Please keep proof of postage.

 

Cancelling an Order

We ship all orders within 2 days so if you wish to cancel an order you must advise us within 12 hours of ordering and even then, we cannot guarantee that the product will not have been shipped.

If you need to contact us.

We always want to help. You can talk to us direct via online chat between 9am-5pm every weekday (except for bank holidays and public holidays). This can be found at the bottom of the website.

You can call us on 01299 896959 during the same hours. Our phone lines are often busy so we always recommend emailing. If you have emailed there is no need to follow up with a call.

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You can also email to sales@olpro.co.uk and we will reply to you as quickly as possible.

 

Our Address is:

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Olpro Ltd.

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KDO business Park

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Little Witley

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Worcestershire

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WR6 6LG

 

Terms & Conditions:

All products are supplied by OLPRO Ltd, KDO Business Park, Little Witley, Worcestershire, WR6 6LG.

All products branded as OLPRO are designed and supplied by OLPRO and all prices are inclusive of Value Added Tax (VAT).

These terms and conditions set out the basis on which you can use our website and place orders for items from OLPRO Ltd. By ordering goods from OLPRO you are deemed to have understood and accepted these terms. The supplier of the goods featured is OLPRO, a trading name of OLPRO Ltd. Registered office OLPRO Ltd, KDO Business Park, Little Witley, Worcestershire, WR6 6LG. Registered number 07890917 (England and Wales).

Delivery costs are stated at the time of purchase.

If you purchase anything as a PRE-ORDER then the price will be stated as a Pre-Order Price and the balance is to be paid prior to delivery.

Purchases from OLPRO will be charged the day the goods are purchased at the check out. Delivery arrangements are made at the same time. With any Pre-Order purchases the amount you will be charged will be your deposit amount. The full balance of payment will be required prior to fulfilling the order. If you do pay a deposit, then one of our sales people will contact you to take the balance of payment.

All re-stocking dates are approximate.

All Pre-Order dates are approximate but will always endeavour to have them as close as possible. In general with any pre-order dates allow around 4 weeks grace given that factors beyond our control can affect the date we receive containers from our factories.

Your order for goods is accepted and a contract is formed between OLPRO Ltd and you when we despatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by OLPRO, nor at the point in time that you receive an email from OLPRO acknowledging receipt of your order. Until the goods are despatched the order may not be accepted by OLPRO but may be cancelled by you. Exceptions apply to orders for personalised items and goods made to your order which cannot be cancelled by you once you have received email confirmation that your order has been received; as such items and goods may already be in production because of your order. Following formation of the contract OLPRO shall continue to own any goods ordered until it has received payment in full from you even though the goods may have already been delivered to you.

As a company it is our policy to refund deposits for uncollected or unwanted goods or in the case where the balance remains unpaid.

 

If you pay in full then we will despatch the product within 3-4 days unless previously stated, the product is out of stock and a re-stocking date is given.

If a product is ordered on one day please cancel prior to 2pm, the same day, otherwise it is more than likely that the product will have been sent. We will do all we can to help in all cases but once a product has been sent we are unable to cancel the order with out you sending back the product to us.

You can cancel your order up to 30 days after their order is delivered but once delivered you must return the product to us in the same condition to which you received it (See above).

Our standard courier delivery charge within the UK is FREE. You can purchase next day delivery at checkout and all for orders outside of the UK the cost is charged at checkout. Please call us with any delivery queries or if you have any special requirements.

Over our busy periods our standard delivery services may be affected, specific delivery details will be confirmed at the time of order. Please be aware that weather and other unforeseen circumstances can always affect delivery times so please leave time to receive an order and if in doubt please talk to us first.

Under usual circumstances all orders placed before 2pm will be despatched same day (on a weekday, or on a Monday if ordered over the weekend) on a 48 hour delivery service. To ensure next day delivery please select next day at the checkout. If it isn't usual circumstances it will be stated on the product or we will let you know.

 

For any queries please contact us between 9am and 5pm Monday – Friday on 01299 896959. The call cost is a standard rate call.

All your goods should arrive in perfect condition, however, if you do receive any goods that appear to be faulty or damaged, the company must be advised within 24 hours of receipt. This applies to any items that may appear to be missing, unless stated on the invoice that the item is currently out of stock. If any items are not to be used straight away, we advise customers to check that these have been received in perfect condition and working order. It is important to check products before going away. We will not accept responsibility for any additional expenses incurred. The company will do everything possible to ensure your delivery arrives on time and intact, we will not accept responsibility for any additional expenses incurred due to late or incomplete deliveries.

Every effort has been made to ensure that the specifications given on this website are correct at the time of going to print, however technical data, dimensions and weights serve as a guide only. Sometimes product specifications may change, in such instances we’ll do our very best to inform you when placing your order. All our sizes and measurements are approximate, but we do try to make sure they are as accurate as possible. No guarantee is given or implied that goods will confirm in absolute detail to the description or illustrations published.

However, if you receive something you do not want you can return within 30 days.

All our products are guaranteed against manufacturing defects for 12 months (our 365 day warranty) from date of purchase unless otherwise specified. If a fault does occur during this period, we shall arrange to have the item repaired or replaced after it has been inspected. Any delivery charges will be met after inspection of the item. See above for full warranty details.

These terms and conditions do not affect your statutory rights as a customer.

Our agreement with you is based upon English law and the laws applicable to this agreement are the laws of England and Wales.

We offer a service via Hubbox whereby you can choose an alternative delivery destination, usually using nearby retail premises to you. You can find out more about Hubbox via their website at https://www.hub-box.com/shoppers/

Hubbox will not take products over 20kg.

 

Discounts

Discounts only apply to OLPRO branded products unless specified and will only work on our UK store.

The majority products offered at OLPROSHOP.COM or any of our international sites are OLPRO products - designed by us and sold to you. However we do stock ranges of other products from carefully selected suppliers. You will find that most products at OLPROSHOP.COM and our international websites are always discounted.

Any discount code you may have for further discount will only ever be applied to OLPRO products on the site and not to any other brand.

All discounts will only apply to UK purchases from our UK website found at www.olproshop.com. Because of the way in which they work we cannot offer discounts on our international websites I'm afraid.

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Registered Number (In the UK): 07890917

VAT Registration Number: GB130 6769 16

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