Faulty Items

All our MW 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 with the below details:

  • Proof of purchase (Order number or store receipt)
  • Photos of fault 
  • Details of fault

Without these details our Customer Care team are unable to resolve the issue. 

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 (Order number or store receipt)
  • Photos of fault 
  • Details of fault

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.

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 contact us providing the following details:

  • Proof of purchase (Order Number)
  • Photos of the incorrect item
  • Item name & barcode
  • Item Size, colour and price

(you can find this information on the attached label)

If you bought a MW Marketplace item and believe it is faulty or incorrect, please also contact our Customer Care Team with 'Proof of purchase; Photos of fault ; Details of fault; Product details'  so we can investigate this with the Marketplace seller and help you further.