Warranties and Refunds

Our Commitment & Mandatory ACL Notice

We operate strictly within the Australian Consumer Law (ACL) for all returns, repairs, and refunds.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


If anything about your purchase isn't right, contact us immediately at sales@karmacanvas.com.au.

1. Limited Manufacturer's Warranty (Warranties Against Defects)

In addition to your statutory rights under the ACL, Karma Canvas offers the following express warranty against manufacturing defects:

  • Canvas Tents & Flys: 24-month limited warranty on manufacturing defects for purchases made on or after 1 February 2024 (purchases made prior carry the original 12-month warranty). The warranty covers the canvas fly only.
  • Stoves & Accessories: 12-month limited warranty against manufacturing defects on Nomad stoves.
  • Consumables: Flue parts, flashing kits, and stove accessories are classified as consumables and carry no express warranty, though unused items proven defective upon receipt will be replaced.
  • Warranty Start Date: The warranty period commences from the date of purchase.

2. Product Intended Use & Warranty Coverage

Notice on Intended Use

Karma Canvas tents are high-quality, breathable canvas structures designed and engineered for temporary recreational camping, seasonal glamping, and leisure use. They are NOT permanent buildings or year-round residential dwellings. Leaving a tent erected continuously without routine maintenance accelerates fabric fatigue, UV breakdown, and environmental weathering, which constitutes abnormal use under Australian Consumer Law.

Mobile Glamping, Event Hire & Commercial Rental Operations

Tents purchased for commercial hire, event rental, pop-up accommodation, or mobile glamping services (where structures are frequently pitched, struck down, transported, and stored) operate under accelerated mechanical stress and handling conditions.

  • Commercial Hire Warranty Coverage: Products utilized in mobile commercial hire or event rental operations carry a 1-Month Limited Commercial Warranty against manufacturing defects in materials and structural seams.
  • Express Exclusions for Mobile Hire & Rental Use: The following issues common to high-turnover hire operations are classified as operational wear and tear or handling damage and are strictly excluded from warranty coverage:
    1. Handling & Transit Damage: Tears, punctures, or abrasion damage occurring during transportation, loading, striking down, or storage.
    2. Damp Storage & Mould: Mould, mildew, or fabric degradation resulting from packing, storing, or transporting canvas while damp or wet between bookings.
    3. Over-Tensioning & Hardware Stress: Stretched seams, torn peg tabs, or bent poles caused by over-tensioning, improper pitching on uneven ground, or forced extraction of pegs using groundsheet tabs or guy ropes.
    4. High-Frequency Zipper & Component Wear: Zipper track misalignment, slider wear, or cord fraying resulting from high-frequency commercial use.
  • Operator Duty of Care: Commercial hire operators are expected to inspect equipment prior to each hire outing. Claims for pre-existing defects must be submitted prior to placing the tent into commercial hire service.

Exclusions & Care Responsibilities

  • Excluded Components: Poles, pegs, insect mesh, and groundsheets are not covered under express warranty. Zips are covered only if proven defective upon receipt prior to use (time-stamped photos required).
  • Owner Maintenance: Routine care and treatment against water, UV exposure, mould, and mildew are the owner's responsibility. Tents must not be extracted using groundsheet tabs or guy ropes (which causes tearing).
  • Wind Ratings: Tents must not remain erected in wind speeds exceeding 60 km/h. Awnings, open structures, or tents with open doors must not be exposed to winds exceeding 40 km/h. Structural or storm damage resulting from exceeding these limits is not covered.

Semi-Permanent & Commercial Use (The 28-Day Rule)

Our tents and stoves are engineered for occasional leisure use, not as permanent or semi-permanent structures.

  • Continuous Pitch Classification: If a tent, stove, or accessory remains erected or in continuous use for more than 28 consecutive days, it is classified as a permanent or semi-permanent installation.
  • Express Warranty Cap: For items purchased for, or utilized in, permanent or semi-permanent setups, express warranty coverage is strictly capped at 1 month (30 days) total from the date of purchase.
  • Assessment & Exclusions: Continuous environmental exposure accelerates fabric stress and weathering. Every claim is assessed on a case-by-case basis; damage resulting from neglect, UV breakdown, mould, weather events, or improper pitch will be declined.

3. Defective or Faulty Items (Statutory Claims)

If you believe an item has arrived defective or failed to meet a consumer guarantee:

  1. Notification: Please contact us at sales@karmacanvas.com.au within 14 days of delivery (or as soon as a defect becomes apparent) with your order number, a description of the issue, and clear photos/videos.
  2. Assessment & RMA: Once reviewed, we will issue a Return Merchandise Authorisation (RMA) and instructions.
  3. Return Freight Costs: For verified faulty or defective goods, Karma Canvas will arrange or reimburse reasonable return shipping costs in accordance with the ACL.
  4. Remedy: For major failures, you may choose a refund or replacement. For minor defects, we may elect to repair, replace, or reimburse the item.

Practical & On-Site Repairs

For heavy items (such as large canvas tents) where returning the item is impractical, we may arrange and authorize repair by a local canvas or awning specialist of our choice. We will reimburse the costs upon receipt of the tax invoice and proof photos. Pre-approval is required; unauthorized or excessive third-party repair quotes will not be reimbursed.

4. Change of Mind & Voluntary Returns

We are not legally required to provide a refund or replacement for Change of Mind purchases. However, we may offer a store credit or exchange at our discretion under the following conditions:

  • The item is returned within 30 days of receipt, unused, in its original condition, with all packaging, labels, and tags intact and fit for resale.
  • Return freight is strictly at the customer's expense (we strongly recommend tracked and insured shipping).
  • Outbound shipping costs incurred by us and a restocking fee of up to 10% may be deducted from the store credit amount to cover handling and re-processing.

5. Processing Fees on Voluntary Refunds & Cancellations

  • Change of Mind Deductions: Payment processors (including Afterpay, PayPal, Shopify Payments, and Credit Card gateways) charge transaction fees that are non-refundable to us. If you request a voluntary order cancellation or return due to Change of Mind, these unrecoverable third-party fees (typically 1.7% to 6%) will be deducted from your store credit or refund.
  • Statutory Guarantee Exception: This deduction does not apply to refunds issued due to faulty, damaged, or incorrectly supplied goods under your Australian Consumer Law statutory rights.

6. Damaged or Missing Items in Transit

Every order is audited prior to dispatch. If a parcel arrives damaged or incomplete:

  • Inspect all boxes upon delivery before signing where possible.
  • Contact us immediately at sales@karmacanvas.com.au with photographic evidence of the transit damage or missing parts so we can lodge a claim with the freight courier and dispatch replacements promptly.

7. Stock Availability

All items are sold subject to availability. If we are unable to fulfill an order due to stock constraints, we will notify you promptly to offer a suitable alternative, full refund, or store credit.