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Returns and Refunds
Roof Tents
If you cancel your order before we prep your tent for shipment, we will provide a 100% refund. We commit to materials to meet production up to 3 months in advance and we plan our material and fabrication pipeline based on order volume so cancellations make this difficult. To cancel within this window, you MUST submit an email to contact@no-trace.co.uk.
After we have shipped your NoTrace roof tent or after you receive your roof tent, we will accept returns of new, unused roof tents in their intact, original packaging within 30 days of delivery. Due to the difficulty and cost of transporting our tents, the customer will be responsible for both shipping to and from destination and a £100 restocking fee.
Any refunds processed will be refunded to your original method of payment and may take up to 10 days to appear on your statement. NoTrace is not responsible for any products lost or damaged during the return shipping. If we do not receive the product, or they arrive damaged from when they left your possession, your return request may be refused.
Roof Lanterns and other Accessories
You may cancel your accessory order at any time prior to shipping and receive a full refund.
If your accessory has been shipped, we accept returns of new, unused items in their intact, original packaging for up to 30 days after your order processing date. Returns for a refund are subject to a 15% restocking fee.
To return your accessory, please contact us at contact@no-trace.co.uk – you will be responsible for all return shipping costs and for any damage that occurs prior to NoTrace receiving the accessory back.
Any refunds processed will be refunded to your original method of payment and may take up to 10 days to appear on your statement. NoTrace is not responsible for any products lost or damaged during the return shipping. If we do not receive the product, or they arrive damaged from when they left your possession, your return request may be refused.
Warranty Information
Warning
Please note: your warranty is void if any modifications are made to your Roof Tent, including the removal of NoTrace logos, and we may ask you for proof of purchase
What Does it Cover?
When you buy a NoTrace roof top tent we want you to have an excellent experience purchasing, installing, and using your roof top tent. We provide a one year limited warranty to the original purchaser against manufacturer defects covering workmanship and parts which fail under normal use.
Should you notify us within the Warranty Period of a defect in either the materials or workmanship, we will investigate and if we are able to observe the defect and there are no signs to suggest that the Product has been used other than as intended,
we will help to repair, replace or refund either the defective part or the whole product at our sole option and discretion and at no charge to you for parts or labour.
When repairing or replacing we may use new or refurbished replacement parts.
Who is Covered?
This limited warranty is given to the original purchaser of the Product, provided that such purchase was made direct from NoTrace only. This limited warranty is not capable of being transferred or assigned to any other person whether on future sale of the Product or otherwise. The original purchaser should contact NoTrace directly for warranty service.
How to get Warranty Service
Provided that you purchased your defective Products either directly from NoTrace, please contact us using the contact form on our website (www.no-trace.co.uk) and describe the problem in as much detail as possible. Proof of date of purchase may be required, as well as proof of the issue e.g. an image or video, as stated by NoTrace staff at the time you raise the issue. At our sole option and discretion, we will decide whether to:
provide instructions for simple repairs (where replacement parts are not required); or
send field replacement parts; or
send an immediate exchange; or
authorize you to return the Product to NoTrace for service
Field replacement/repair
Most defective parts are easily field-replaceable. This is the fastest way to get problems corrected and repairs completed.
If we agree that Warranty Replacement Parts are required, we will ship the necessary parts to you free of charge, and at our expense, using the carrier and method of our choice.
If you are unable to replace the parts yourself, we may help to cover the reasonable costs of somebody doing this for you (provided we are able to agree these costs with the third party in advance), or we may ask you to bring your defective unit to our facility at your expense.
Factory return, repair or replace
If we decide that your product needs to be returned to our factory to be repaired, fixed or replaced, NoTrace will cover all shipping costs if the product is being collected from an address in a country that we currently ship to. If you require collection from outside of this countries, you may be required to cover the shipping costs.
Returned products covered under this limited warranty will be repaired or replaced, free of charge, and returned to you at the expense of NoTrace using the carrier and method of our choice.
Please note products, where defects cannot be discovered, will be shipped back at your expense.
This Limited Warranty does not cover
Products resold by the Product Owner, i.e. second hand sales;
Consumable parts, such as batteries, cloth parts of products or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship;
Normal wear and tear, as to be expected from regular use of a product
Cosmetic damage, including but not limited to scratches, dents and rusting;
UV (ultra-violet) damage to fabric or other materials, where the damage is purely cosmetic
Damage caused by accident, abuse, misuse, fire, earthquake or other external causes;
Damage caused by service performed by anyone who is not a representative of NoTrace or a NoTrace Authorized Service Provider;
A NoTrace product that has been modified in any way
Any NoTrace product where the branding has been removed or defaced
Any NoTrace product that has been used for commercial purposes, including but not limited to rentals