1.1 Purpose

This policy aims to improve your after-sales experience and standardize processes in order to provide high-quality and efficient services.

1.2 Applicable Customers

Applicable customers are those who have purchased Sheltent product(s) and request after-sales services directly from Sheltent on Sheltent.com. If some eCommerce platforms, sales channels, or customers who promise different after-sales policies with the following description, please contact your place of purchase to implement your warranty.

1.3 Service Contact Information

E-mail: service@sheltent.com

Sheltent.com Online Support: Mon-Fri 10 am-7 pm (EST)

1.4 Product Series

*Table updated September 2024

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.

2.1 Warranty

Sheltent promises a 5-year warranty on all tent frames and a 1-year warranty on all covers.

2.2 Warrant Period Determination

a. Valid Proof of Purchase:

The following proof of purchase documents are required when customers claim a warranty from Sheltent:

Orders placed on Sheltent.com: Sales invoice, order confirmation email and logistics information that clearly show the description of the product, price, sales channel, sales date and delivery date;

b. Warranty Start Date

1) The warranty period begins the day your product is received at your delivery address.

2) Sheltent covers have a warranty 1-year long. If you cannot locate shipping information to prove your warranty start date, we will default to a 30-day shipping time from your date of purchase, with the warranty starting 30 days after purchase.

c. Defect Reporting Date:

Whether or not your defect is covered under warranty depends on the date you report your defect. The defect reporting date can be from one of the following methods: Phone contact date, support email date or app report date. The earliest of which shall be considered your defect report date.

d.Warranty Repair Service Period:

Products under warranty that do not meet the requirements of refund or replacement can request a warranty repair service.

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.

3.1 Requirements of Refunds & Replacements

Ta. For the product and all accessories, no man-made damage is found;

b. All accessories and parts need to be sent back to Sheltent with the main product;

c. Parts and accessories should be securely packaged for return delivery in order to ensure good condition and to prevent damage during transportation.

3.2 Product Returns Process

a. If your product has been received within 30 calendar days, you can register your order by contacting our customer service.

b. Our Support Team will determine whether your order is eligible. After confirming your order is eligible, they will give you a Return Material Authorization (RMA) number and provide you with a prepaid return shipping label (label to be determined by the support team). They will also provide instructions on how to properly package the product to return it safely. Do not ship the product until you have received the proper safety directions on how to ship the product. You must clearly mark the RMA number on the package and include your proof of purchase date with the product;

c. Sheltent will process your return request in accordance with the Return Policy.

d. Please do not return the items without the RMA confirmation from the Sheltent Customer Support Team. For returns without confirmation, the refund or replacement may not be processed;

3.3 Policy of Refunds & Replacements

a. For returns of US orders and if the product is in good condition, we'll charge a transaction fee (2.6% for credit card users, 3.6% for PayPal users, 3.5% for Affirm users) + shipping cost. If there are quality issues with your product, we will give you a full refund or one-time free replacement after you receive the goods;

b.After Sheltent receives your refund request, we'll issue the refund within 14 business days after we receive your product. We will then notify you by email once your refund has been processed. If you don't receive the refund after 14 business days, please contact service@sheltent.com;

c. After Sheltetn receives your product replacement request, we'll send a replacement product within 7 business days after receiving your product. Providing Sheltent has sufficient stock, you'll be notified by email with logistics information.

3.4 Refunds & Replacements may not be provided when:

X The refund/replacement is requested after 30 days of receiving the product.

X The product is returned without confirmation by Sheltent customer service team.

X Legal proof-of-purchase, receipts, or invoices are not provided, can’t be found, or are reasonably believed to have been forged or tampered with.

X A product sent to Sheltent does not include all the original accessories, attachments, and packaging, or it contains items damaged by user error.

X Evidence is found of damage caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture or water, entry of other foreign items (including but not limited to oil, sand, etc.), or improper installation or operation of the product is found.

X Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.

X Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.

X The product has not been sent back to Sheltent within 15 calendar days after confirmation from Sheltent.

X Other circumstances that are not stated in this policy but Sheltent has sufficient proof to refuse.

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.

4.1 Warrant Repair Service

1) If the product is under warranty, the customer may request Sheltent to repair the product in the event of non-human and natural damage;

2) The customer can request repair when the following conditions are met:

√ The product has a manufacturing defect during the warranty period.

√ valid proof-of-purchase, receipt, or order number for the warranty service is provided.

3) In the following cases, Sheltent will not be able to provide free warranty services for your product during the warranty period:

a. Unable to provide proof of purchase and relevant documents, or unable to prove that the product is within the warranty period.

b. Product identification information (such as barcodes, model numbers, warning icons, etc.) has been altered or worn off.

c. Use of the product under conditions other than those recommended by the official guide and any damage (or other related documentation), improper use, maintenance, etc. caused by failure to follow the build guide.

d. Damage caused by force majeure (including but not limited to earthquakes, fire, flood, war, lightning strike, theft, etc.).

e. Damage caused by external factors such as bumps and burns, including but not limited to improper installation or operation.

f. The product has been found to be free from defects after all appropriate testing performed by Sheltent or a repair service center authorized by Sheltent.

g. The product has not been sent back to Sheltent 15 calendar days after warranty repair confirmation from Sheltent.

h. Other circumstances are not listed in this Policy, but Sheltent has reasonable grounds to refuse the request.

4.2 Paid Repair

Paid repair is required in the following situations:

a. The product's warranty has expired.

b. All conditions that do not belong to the Warranty Repair Service.

4.3 Quotation criterion of paid repair.

Paid repair is required for conditions that are not covered by Warranty Repair Service. Reasonable cost will be charged with the following categories:

a. Spare parts cost.

b. Labor cost.

c. Logistics cost.

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.

a. Customers need to check the product for damages before signing for receipt. If there are any problems, please contact Sheltent and provide the corresponding certification or proof. When signing receival for products, the customer needs to check whether the product is intact or undamaged. If left unchecked, it will be deemed that the customer considers that the product is functioning and not damaged. If the product is damaged during transportation, please contact Sheltent within 24 hours;

b. In the event that the customer sends a product to Sheltent without advance authorization from Sheltent’s after-sales team, Sheltent has the right to reject the package, and any loss or damage shall be covered by customer;

c. If the customer sends a product back to Sheltent by COD(cash-on-delivery) without authorization of Sheltent in advance, the package may be rejected due to payment failure; the customer shall bear any direct or indirect loss during this operation;

d. The customer shall send back the product to the specified and unique address according to instructions of the Sheltent service team. In the event that a product is sent to any other address by mistake, Sheltent shall not be responsible for the safety or transfer of product, even if the address is relevant to Sheltent;

e. The customer needs to make sure that the receiving addresses are correct and are updated. If the receiving address provided by the customer is wrong, or the recipient refuses to receive the product, the loss caused shall be covered by the customer.

f. Customs Clearance: Sheltent will not bear any customs clearances incurred.

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.

Before requesting after-sales service, the following steps must be taken:

√ Follow the after-sales service procedures specified by Sheltent;

√ Follow the instructions of the Sheltent service team and provide a product defect description and any relevant information to recipient;

√ Remove all additional parts. Alterations and attachments are not covered under warranty;

√ Ensure that the product or parts are free of any legal restrictions that prevent repair or replacement.

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.

For some circumstances this policy does not cover, customer and Sheltent shall discuss finding a solution based on fact and proof.

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.

When receiving service, Sheltent is responsible for loss or damage to your product only while it is in Sheltent's possession or in transit, if Sheltent is responsible for transportation.

Under no circumstances, and notwithstanding the failure of the essential purpose of any remedy set forth herein, shall Sheltent, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability or other theory of liability:

1) third party claims against you for damages;

2) Special, incidental, punitive, indirect, or consequential damages, including but not limited to lost profits, business revenue, goodwill or anticipated savings. In no case shall the total liability of Sheltent, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damage, not to exceed the amount paid for the product. The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property or damage to tangible personal property for which Sheltent is liable under law.

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.

This policy provides you with extra and specific legal rights. You may have other rights according to the applicable laws of your state or jurisdiction. You may also have other rights under a written agreement with Sheltent. Nothing in this policy affects your statutory rights, including rights of consumers under laws or regulations governing the sale of consumer products that cannot be waived or limited by agreement.

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.

*Sheltent reserves the right to the final interpretation of the above customers' after-sales policy.

This limited warranty policy only applies to Sheltent products purchased through Sheltent.com.