Terms & Conditions
Returns and Refunds
Rooftop Tents
If you cancel your order before we prep your tent for shipment, we will provide a 100% refund minus a $200 cancellation fee. We commit to materials to meet production up to 3 months in advance and we plan our material and fabrication pipeline based on order volume so cancellations make this difficult. To cancel within this window, you MUST submit an email to sales@roofnest.com.
After we have shipped your Roofnest or after you receive your Roofnest, we will accept returns of new, unused Roofnests in their intact, original packaging within 30 days of delivery. Due to the difficulty and cost of transporting our tents, the customer will be responsible for shipping to and from (depending on the location, an estimated $800-1400) and a $200 restocking fee.
Any refunds processed will be refunded to your original method of payment and may take up to 10 days to appear on your statement. Roofnest is not responsible for any products lost or damaged during the return shipping. If we do not receive the product, or they arrive damaged from when they left your possession, your return request may be refused.
Accessories
You may cancel your accessory order at any time prior to shipping and receive a full refund.
If your accessory has been shipped, we accept returns of new, unused items in their intact, original packaging for up to 30 days after your order processing date. Returns for a refund are subject to a 15% restocking fee.
To return your accessory, please contact us at support@roofnest.com – you will be responsible for all return shipping costs and for any damage that occurs prior to Roofnest receiving the accessory back.
Any refunds processed will be refunded to your original method of payment and may take up to 10 days to appear on your statement. Roofnest is not responsible for any products lost or damaged during the return shipping. If we do not receive the product, or they arrive damaged from when they left your possession, your return request may be refused.
The Roofnest Limited Warranty
Rooftop Tents
Roofnest provides a two year limited warranty to the original purchaser against manufacturer defects covering workmanship and parts which fail under normal use. During this period Roofnest, at our discretion, will repair or replace defective parts at no cost.
Roofnest does not cover problems due to misuse, neglect, or acts of God. The limited warranty does not cover cosmetic changes, such as discoloration or changes in the shell or tent material. If an item is considered “not properly maintained”, it may be subject to a warranty declination. Learn how to properly maintain your Roofnest here: Maintenance and care guide.
Accessories
Roofnest provides a one year limited warranty to the original purchaser against manufacturer defects covering workmanship and parts which fail under normal use. During this period Roofnest, at our discretion, will repair or replace defective parts at no cost.
Roofnest does not cover problems due to misuse, neglect or acts of God. The limited warranty does not cover aesthetic changes due to normal use. If an item is considered “not properly maintained”, it may be subject to a warranty declination.
Shipping:
Scheduling Your Roofnest Delivery
The freight carrier will call you to schedule the final delivery, and it’s important that you schedule delivery for when you know you’ll be home as you will need to inspect the package for any visible damage and sign for the delivery.
*If a delivery appointment is missed by the customer or if storage fees are incurred due to delayed delivery appointment, the customer will be responsible for the fees that the freight incurs.
*If the customer requests an address change, the customer will be responsible for any fees that the freight incurs with an en route address change.
Receiving Your Roofnest Delivery
When the delivery company arrives, they’ll pull the box off the truck and ask you to sign the delivery ticket to clear the delivery.
NOTE: Deliveries to Alaska arrive at the terminal in Anchorage or Fairbanks (depending on proximity to you), and deliveries to Hawaii arrive at your island’s terminal.
IT IS VERY IMPORTANT FOR YOU TO FOLLOW THESE STEPS BEFORE YOU SIGN:
- Take your time and carefully inspect the box for any visible damage to it or the tent. While it’s rare for any tent to arrive with damage, it, unfortunately, does happen on occasion.
- If there is no damage, you can accept and sign for your delivery.
- If you notice surface damage to the tent box (punctures, indentions, etc.):
- Make sure you report any damage to your tent within 48 hours of delivery to ensure a claim can be filed.
- Take photos of those areas and note the details of what you see on the delivery ticket prior to accepting the delivery.
- Then, take a photo of the signed delivery ticket with the damage noted and email the photos of the damage and signed delivery ticket to shipping@roofnest.com.
- We will review all items noted and work with you to resolve them.
- If you notice what you think could be extreme damage, please refuse the tent delivery (the box is smashed up, visible tent damage inside the box, etc.):.
- Take photos of the damaged areas, refuse the delivery, and then email photos to shipping@roofnest.com. We’ll review the situation and discuss the next steps.
Inspecting Your Tent
Once you have accepted the delivery, make sure to fully unbox and inspect the tent for damage on all sides. If there is damage to your tent, it needs to be reported to us within 48 hours of delivery. If there is damage to the tent, email photos to shipping@roofnest.com and we can assist with options for a resolution! Please also take note of any missing items.
*If damage is not reported within 48 hours of delivery, we will not be able to file a claim with the carriers or present you with options for a resolution on the damage.
