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Whilst we work with our retail partners to manage all warranty repairs, it is important that your Sales Contract (between you and the retailer you purchased your product from) remains valid, throughout any warranty claim.


If you believe your product is a warranty claim, please contact the retailer from whom you purchased the product and they will advise you of the most appropriate course of action.  Should your retailer decide that your product needs to be returned to us for inspection, they will return the product on your behalf. The more detail you can provide, the quicker and more accurate we can be in our response.


Please also ensure that when returning an item to us or the retailer that the item is clean, dry and in a sanitary condition. We understand that these items can become soiled due to their intended end use. However these items are handled by our After-sales team or your retail staff and any soiled goods will not only impede the inspection process , but will be returned without attention. 


Once items have arrived with us we will inspect and liaise with your retailer on the outcome of the inspection. This process usually takes between 1 - 2 weeks for a resolution, although it can take up to 3 weeks during peak times. If you have returned an item and wish to have an update on the status, then please contact your retailer from whom you sent the item back to, they should be able to provide all the relevant returns information and update you on its progress. 


If you bought your product from Vango.co.uk and are unsure which retailer supplied the product, please contact our retail service provider- Shopatron on 01793 461650.


The standard Vango Warranty lasts for one year from the date of purchase, although this has been extended to two years for all Vango Elite and Vango AirBeam® products. However, you can extend these warranty periods by a further year (excludes footwear)*, by registering your product; this may vary depending on the statutes in force within the country of purchase. 

Register your Vango product here.

*Products must be registered within 6 months from date of purchase. Warranty will be extended by one year only;

  • Standard Vango products - a maximum of 2 years from date of purchase (excludes footwear).
  • Vango Elite and Vango AirBeam® products - a maximum of 3 years from date of purchase.

Please retain your original receipt, as proof of purchase will be required to authorise an extended warranty claim. Read about the Vango Guarantee.


As a guide, the following damage is not covered by your warranty:

TENTS

  • General wear and tear over extended periods of use
  • Flaws in the fabric caused by excessive wear
  • Water ingress through fabric as a result of UV degradation
  • Water ingress through seams caused by excessive abrasion of seams or seam sealant tape
  • Broken zips caused by forcing, jamming or improper use
  • Over tensioned/stretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • Broken carry/roller bag if they are over loaded, used for carrying other items or used as a toy
  • Any tent pole breakages, these are treated as "fair wear and tear".
  • Collateral damage from a pole breakage
  • UV degradation
  • Condensation, usually caused by lack of ventilation
  • Commercial use by rental companies

 

SLEEPING BAGS

  • General wear and tear over extended use
  • Flaws in the fabric caused by excessive wear
  • Broken zips caused by forcing, jamming or improper use
  • Over stretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • Draw cord pulled out with excessive force
  • Broken stuff bag due to undue force
  • Reduced loft of filling
  • Commercial use by rental companies

 

RUCKSACKS

  • General wear and tear over extended use
  • Flaws in the fabric caused by excessive wear
  • Water ingress through seams (rucksack seams are not taped, a rucksack liner should be used)
  • Broken zips caused by forcing, jamming or improper use
  • Overloaded, tensioned or stretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • UV degradation
  • Frame exposed through fabric through being dragged or dropped on rough ground
  • Commercial use by rental companies