Warranty & Policy

What is your return policy?

If we make a mistake—like sending you the wrong product—we’ll cover the return shipping at no cost to you. However, if you return an item for personal reasons, shipping and restocking fees will apply. If you cancel an order after it has already shipped, it will be treated as a return for personal reasons. Please check your order as soon as it arrives. If there’s an issue, you should refuse the delivery or contact us within 14 days of receiving it.

Refunds for the full purchase price or equivalent store credit will be issued for items that:

• Are in new and unused condition
• Are complete with all original parts, packaging, and instructions
• Are free from dirt, damage, and wear due to use, storage, or transport
• Are packaged the same way you received them (stakes, ground pegs, parts, poles, doors, and ropes in
• their bag. Tents rolled, fastened, and packed. Stoves disassembled and secured.)

Partial refunds or store credit may be issued at CanvasCamp's discretion, with an additional restocking fee of €150 for returned items that:

• Have been used
• Are slightly dirty
• Are improperly packaged
• Are returned without original packaging
• Are returned more than 15 days after delivery

No refunds will be given for returned items that:

• Have incomplete or missing parts
• Are damaged in any way
• Are dirty
• Are lost during return shipping
• Are returned more than 15 days after delivery
• Are returned without prior authorization

Do you offer a lifetime warranty?

Yes, in the case of manufacturing or craftsmanship defects related to our canvas tents, all other products have a 2-year warranty.

The warranty applies to manufacturing defects (e.g., in sewing and waterproofing) when the product is used and maintained as indicated and starts immediately upon delivery. Any defective product or part of the product will, at CanvasCamp’s discretion, be repaired or replaced with the same or a similar model free of charge. All costs arising from the delivery of repaired products are covered by CanvasCamp only if the delivery address is within Europe.

Please notify us immediately via email if you encounter any issues with one of our products, and our customer service team will contact you within two business days.

If you claim the warranty, you are responsible for any return shipping costs for the defective goods.

To qualify for a warranty claim, the following conditions must be met:

• You must have purchased the product from a CanvasCamp-authorized dealer
• You must be able to provide proof of purchase from the CanvasCamp-authorized dealer
• You must return the product to the CanvasCamp-authorized dealer where you purchased it
• You must have used the product only as intended and according to the product’s care instructions

Our warranty does not cover:

• Damage to zippers, poles, and rods
• Damage due to wear and tear, misuse, neglect, or if the defect consists of holes
• Damage caused by (but not limited to) mold, mildew, minor leakage, exposure to UV light
• Damage from the use of fire/heater/air conditioner
• Damage caused by improper or negligent use/assembly/storage of the product, poor maintenance, or use against the instructions (failure to follow the proper procedures)
• If a repair/modification was made by anyone other than CanvasCamp
• If the item was damaged intentionally or by extreme weather conditions, including but not limited to ice, snow, hail, wind, and lightning, or other catastrophic events
• If CanvasCamp product trademarks and packaging have been removed
• If circumstances outside of CanvasCamp’s control, such as vandalism, apply
• If proof of purchase cannot be provided
• The B2C warranty does not apply to professional use.
  

Your tent is made from the best materials in its class and has superior construction compared to nearly any other tent. However, your tent is not intended as a permanent shelter, to remain set up all year, or to be left unattended. These situations are considered "negligent use" and are not covered by CanvasCamp’s warranty.

CanvasCamp is not liable for consequential or incidental damage or injury resulting from the use of CanvasCamp products. This warranty provides you with specific legal rights. You may have other legal rights that vary by jurisdiction.

Right of Withdrawal in Distance Selling?

As a customer, you have the right to cancel a purchase without providing a valid reason within fourteen days of receiving the delivery. The right to cancel can only be invoked if the purchased products are returned in undamaged, unused condition, complete, and still in the original packaging. Please send us a copy of the invoice or receipt if you want to return a purchased product. Return shipping is at the customer's expense. After we receive the goods in perfect condition, we will reimburse you for the purchase cost, excluding shipping costs and any other fees.

Goods manufactured according to the customer's specifications cannot be returned.

What is the CanvasCamp Tent-ID for?

Each CanvasCamp tent is equipped with a stitched unique Tent-ID code. This code is essential when submitting a warranty claim or requesting repairs.