Hexaway Pro Air Awning Low - 21.30kg by Vango

Vango Warranty & Returns | Camping Australia

At Camping Australia, we’re proud to partner with Vango, a brand renowned for its high-quality camping and caravanning gear. All Vango products are designed and manufactured to the highest standards, and we’re committed to ensuring your satisfaction with a comprehensive warranty and returns process. Below, you’ll find everything you need to know about Vango’s warranty, what’s covered, and how to handle returns.

Limited 24-Month Manufacturer Warranty

Vango offers a 2-year warranty on all products (excluding footwear, which carries a 1-year warranty) in accordance with Australian consumer laws. This warranty covers:

• Manufacturing defects
• Faults in materials or workmanship

If you experience issues with your Vango gear, please contact us for support.

What’s Not Covered by the Warranty

To set clear expectations, the Vango warranty does not cover:

• General wear and tear from normal use (e.g., UV degradation, reduced loft in sleeping bags, fabric flaws from extended use)
• Improper use, including overloading, over-tensioning, or forcing zips/buckles
• Cosmetic damage that doesn’t affect functionality (e.g., minor scratches, fabric discoloration)
• Damage due to excessive winds, weather, or accidents
• Modifications or alterations made to the product
• Collateral damage from pole breakages or AirBeam® punctures (treated as fair wear and tear)
• Use by rental companies, outdoor centers, or youth groups (unless otherwise specified)
• Second-hand, demo, ex-display, or refurbished products (e.g., sold via Campingrecycled.co.uk)

Specific Exclusions for Tents/Awnings:

• Water ingress through fabric or seams due to UV degradation or abrasion
• Broken zips, buckles, or seams from improper use
• Condensation caused by lack of ventilation

Specific Exclusions for Sleeping Bags:

• Broken zips or seams from forcing or improper use
• Reduced loft of filling over time

Specific Exclusions for Rucksacks:

• Water ingress through seams (rucksack seams are not taped; use a liner)
• Frame exposure due to dragging on rough ground

⚠ Important Note:
We recommend testing your Vango tent or awning within one year of purchase. Warranty claims beyond this period may not be processed.

How to Make a Warranty Claim

If you believe your product has a manufacturing defect, please follow these steps:

1. Contact the Retailer: Reach out to Camping Australia (if purchased directly from us) at contact@campingaustralia.com.au or the retailer you bought from. Provide your proof of purchase and detailed information about the issue.
2. Return for Inspection: If the retailer determines the product needs inspection, they will arrange for it to be returned to Vango on your behalf. Products must be returned clean and dry—items in unsatisfactory condition may be returned without inspection.
3. Assessment: Vango will assess the product for manufacturing defects. If covered, they’ll repair or replace the item at their discretion.

Purchased Directly from Camping Australia?
If you bought your Vango product from us, email contact@campingaustralia.com.au to start your claim.

Repairs and Spare Parts

If your product isn’t covered under warranty or needs a replacement part, Vango’s Camping Spares and Repairs division can help. They offer:

• Replacement poles, pole sections, AirBeam® tubes, bags, and spares for current models and those up to 5 years old.
• Tent repair services to extend the life of your gear.

Visit www.campingspares.co.uk to order parts or complete a repairs form. You’ll need to know your tent’s model and year.

AirBeam® Emergency Repairs:
If you’re on holiday and need immediate assistance with an AirBeam® tent or awning, contact a Vango AirBeam® Service Centre (listed in your user guide). For customers in mainland Europe, Tentstuk.nl in Holland can assist with repairs.

Returns Policy

Refunds will be processed within 10 business days of receiving and inspecting the returned item, provided it meets our return criteria.

For full details, please refer to our other policies:

• Shipping Policy
• Refund Policy
• Terms of Service

Caring for Your Vango Product

Proper care ensures your Vango gear lasts for years. Follow the care instructions in your product manual, and avoid improper use (e.g., overloading, over-tensioning, or exposure to excessive UV). For more tips, visit FAQ section.