Warranty
Shady Overlander prides itself on high standards, R&D, quality, and customer experience with our products! But sometimes, things don't always go to plan... So here is everything you need to know regarding warranty. If you wish to contact the Warranty Department, please call us on (805) 390 3510 or email sales@shadyoverlander.com
Warranty Period
Across our Awning Range, we offer a 12-month manufacturing warranty. This is measured from the date of dispatch.
What the Shady Overlander Warranty Does Not Cover on Your Product
- Damage resulting from improper use (wind damage, incorrect storage bag use, incorrect closure and storage of canvas, etc.).
- Damage caused by incorrect installation (non-Shady Overlander mounting brackets, incorrectly load-rated mounting brackets, over-tightening, etc.) and/or unauthorised modification made to the product.
- Damage caused by mould, insects, animals, misuse, incorrect operation, adverse weather, accidents, and fair wear and tear.
- Costs/charges associated with removing, reinstalling, and any other expenses involved are the responsibility of the customer/claimant.
It is the customer/claimant's responsibility to deliver and pick up the product, including any costs associated with postage required for repair or replacement of the product. If you arrange your own freight, it is highly recommended you insure your products against loss or damage as Shady Overlander accepts no responsibility.
Assessment of your claim is subject to review by the Warranty Specialist and/or Directors. Decisions once made are final.
How Do I Claim a Warranty?
If a product is faulty, please contact our Warranty Specialist on (805) 390 3510, as soon as you are aware of the problem. You will then be directed on how to escalate your claim and be assigned a Ticket # pending review, support, and resolution by our team after your call. Claim response and processing time is 14 business days. Shady Overlander reserves the right to decline non-warranty related claims and redirect to the appropriate department.
Note: If your claim is on a product purchased via a reseller, you must contact them directly for a resolution.
Can I Purchase Replacement Parts if the Damage Is Caused by Me?
Yes! - you can (we offer replacement parts on current generation model awnings on most parts). In the event your awning is an older model - we will do our best to support but may be unable to assist you. Give us a call on (805) 390 3510 for the best support and to understand pricing (inc. freight).
All details provided are subject to change at the discretion of the Directors.