12 month guarantee
All our products come with a 12 month guarantee. If you feel your item is faulty, the quickest way to get this resolved is to take your item into your local store with your proof of purchase, where a member of the team can look into resolving this for you. You can do this for both online and in store purchases.
If you are not able to get to your local store, and believe your item has a fault, please contact our Customer Care Team providing photos.
Faulty Tents
If your tent is found to be faulty, develops a fault or has missing parts, please contact us here providing proof of purchase and images of the fault/damage. We will then advise you on action and assist in repair, parts, replacement, or refund.
Please note; if you purchased a tent with us that isn't made by Mountain Warehouse, and you deem this to be faulty, we are currently unable to accept this back to our stores and ask that you contact us.
Please note our guarantee only applies if the product has been used for its intended purpose and excludes damage caused by accident, neglect or wear and tear.
Incorrect item
If our warehouse has made a mistake and you have received an incorrect item, we kindly ask you to email us a clear photo of the item. Additionally, we need the item name & barcode, as well as size, colour and price - you can find this information on the attached label. Please contact customer service with this information HERE.
These return instructions do not apply to MW Marketplace orders. Please see the MW Marketplace Help Section for further details - Here