Refund policy

Summary

We operate within the confines of Australian Federal Consumer Law for our returns and refund policy. Please contact us straight away at sales@karmacanvas.com.au if anything about your purchase is not right.

Warranty Information

We offer a 24 month limited warranty against manufacturing defects on all of our products (stoves and stove accessories are not included). Please note that this new 24 month warranty period will only be given to products purchased on or after the 1st Feb 2024. All products purchased prior to this date will only qualify for the original 12 month warranty. All warranty periods start from the date of purchase, not from when the product was first used. 

There is an implicit duty of care clause in this warranty, meaning it is the responsibility of the customer to ensure that routine maintenance (against, but not limited to, water, UV, mould and mildew) is performed as and when necessary. Also, tents must not be left up in winds exceeding 60kmh. Awnings and other open structures (including tents if the doors are left open) should not be exposed to winds greater than 40kmh. If any of these directives are not followed, the warranty is forfeit.

Our limited 24 month warranty does not cover poles, pegs, insect mesh or groundsheets, only the canvas fly. Zips may be covered if they are proven to be defective in some way on receipt of the product (you must take time-stamped photos) and not after use. NEVER use the groundsheet tabs OR guy ropes to extract pegs from the ground, this will tear the groundsheet and will not be covered under our warranty.

Similarly with our Nomad stoves - the flue parts, flashing kits and accessories are considered "consumables" and no warranty is provided with these low cost products. However we will of course replace any product which is proven to be defective and has never been used. The stoves themselves have a full 12 month warranty.

If a tent is used by a professional glamping or accommodation provider, has been set up for more than 28 days, or used to provide the customer with an income in any circumstance we will only honour the above warranty for 1 month from the date of purchase.

Cost of return shipping for warranty items is at the responsibility of the customer until the product is proven to be at fault, after which time a refund of the shipping costs will be at our sole discretion.

Any product deemed to be defective by Karma Group Pty Ltd will be repaired or replaced with the same or similar model at our discretion. In all cases the original product must be returned to us.

Qualifying for a Return

If you receive a defective item, we may choose to replace or repair the item at our cost. The following conditions apply:

  • The defect must be communicated to us within 14 days after signed delivery / receipt of the goods.
  • The item must be returned within 30 days of you receiving it, otherwise the return will be rejected.
  • The item must be returned in its original condition with packaging, labels, seals and all other wrapping intact and must be fit for resale. It is the customer's responsibility not to throw away packaging until they are 100% sure the item is in good working order.
  • A copy of a valid receipt must be provided with the return.
  • The item must be returned within 30 days of the receipt date at your own expense and with a tracking number provided to us. We strongly recommend you take out insurance on the returned item as no damaged or missing items will qualify for a return.
  • We will not refund items marked as on sale at the time of purchase.

Please note: In the event of a return, we will deduct costs of outbound and return shipping, and/or charge a restocking fee for the returned item, at our discretion, depending on the condition of the item. All returns will be looked at on a case-by-case basis.

Returns Process

To initiate a return:

  • Contact us via email at sales@karmacanvas.com.au
  • Tell us about the issue and provide photos as proof.
  • Quote the original order number.
  • We will evaluate the information you've provided, inform you via email if the return is valid, and provide you with a RMA number.
  • We will arrange return shipping on your behalf, however depending on the situation, the cost of return shipping may be deducted from any refunds / exchanges.
  • On receipt of your item, we will contact you within 10 days to inform you of the outcome of your return (repair, exchange, credit note etc)
  • Occasionally we may not have stock of the item you wish to exchange. In this case we will provide a suitable alternative and let you know.

Please note: This process can take some time to complete, please allow at least 14 working days for us to organise your return. Please also allow time for your bank to clear any refunded monies.

Repairs

It may not always be practicable or cost effective to return a very heavy item, such as a tent, to us for repair. In this case we may offer for you to take it to a local repairer of our choice after which we will reimburse you for the entire repair, or a percentage thereof, depending upon the situation. In this case we will require an invoice from the repairer and photos of the repaired item. We will not reimburse repairs which seem exorbitant or unreasonable. We will not reimburse you for the cost of transporting the item in question. All reimbursements are at our sole discretion. 

Changes of mind

We recognise that sometimes our customers wish to change their mind about a purchase on receipt of the product(s). Please note that by law we are not obliged to refund or replace such items, however if the item meets all of the above requirements (see Qualifying for a Return above) we may choose to allow a return, at our sole discretion, for a store credit only. In this situation the customer is liable for the cost of returning the item to us.

Damaged items

All items are checked by our team for damage and missing parts before being dispatched. If in the rare event you receive a damaged item or something is missing, please contact us immediately at sales@karmacanvas.com.au and we will do our utmost to assist.

Stock availability

All goods are advertised for sale subject to availability. In the event of us being unable to supply the goods ordered for whatever reason, we will inform you as soon as possible and offer an alternative or in some cases a refund / store credit.

Professional and Long Term Use

Even though many customers keep our tents up long term, tents are primarily designed for occasional use, not as permanent structures. Because of this, our 24 month manufacturers warranty does not cover professional or business use after the first month. If a professional user (glamping provider or similar) buys a tent and reports a manufacturing problem within the first month we will always honour the warranty, but after 28 days straight of being erected it becomes a permanent structure and the full 24 month warranty does not apply. We treat each return on a case by case basis and reserve the right not to honour the warranty, especially if neglect or misuse has occurred.

However, if a private individual buys and then erects one of our tents for longer than 28 days we will cover manufacturing defects (not damage caused by environmental factors) for the length of the warranty. This privilege does not cover mould or mildew, as we have no control over the conditions or climate in which the tent is left erected.

The same 28 day rule applies for our stoves and accessories too, they are designed primarily for occasional use and defects brought about by constant or professional use will not be covered for the full warranty period.