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Rglvn reviews shelter returns by matching the delivered construction kit to the ordered sleeping capacity, pitched dimensions, frame layout, fabric set, anchoring pieces, and carry system. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.
A tent may be opened and assembled once indoors on a clean, dry surface for fit and component inspection. Every listed pole section, fly, inner, floor or detachable groundsheet, stake, guyline, tensioner, and carry bag must accompany the return. Tent support is organised around the shelter geometry shown on the product page: the textile body, fly, stated pole system, doors, vents, floor, stakes, guylines, tensioners, and carry bag are treated as one construction kit.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
An eligible non-defective return must not have been pitched outdoors or exposed to soil, sand, grass, rain, condensation, smoke, cooking, food, animals, or campsite debris. Fabric must remain clean and completely dry, without mildew, punctures, tears, stretched seams, or altered coatings; poles and ferrules must not be bent, split, forced, or field-marked; zippers, stakes, lines, and tensioners must show no field use, cutting, or modification.
For an approved shelter return, make sure every textile panel is clean and completely dry, then fold it loosely along its existing folds. Place poles in their pole sleeve, isolate clean stakes in their stake pouch, coil rather than cut guylines, and keep hard parts from pressing against fabric. Keep the complete carry bag inside a sturdy outer carton; do not use the tent bag as the shipping container or tape a label directly to it. After approval, the pre-paid label is emailed as a downloadable and printable file with the assigned carrier instructions.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at support@rglvn.shop. If your request is accepted, we will email you a pre-paid return shipping label as a downloadable and printable file, together with instructions confirming how and where to mail your package. Items sent back to us without first requesting a return will not be accepted.
Return method: by mail. Approved returns should be mailed to this return address: Colinroobie, NSW 2700, Australia.
In the first email, identify the SKU and exact construction point involved, such as an end-pole connection, ridge pole, external clip, brow-pole seat, arch sleeve, vestibule panel, fly attachment, inner door, vent, floor seam, groundsheet corner, stake loop, guyline, tensioner, or bag. For visible delivery damage, a close photograph of the unused component on a neutral indoor surface and a photograph of the parcel can help us compare the kit with its packing record. Never pitch an unstable or damaged shelter merely to create evidence.
RETURN SHIPPING FEES
For all accepted returns, including defective, damaged, incorrect, and eligible non-defective products, the return shipping cost is covered by us. Return label method: Customer download/print. After approval, the pre-paid return shipping label is sent by email at no cost to the customer. No return label is included in the original delivery package.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
REFUND TIMEFRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.
EXCHANGES AND CANCELLATIONS
If another tent is available, support can review an exchange after the complete original kit is approved. Sleeping capacity, pitched footprint, standing height, pole geometry, product net weight, included components, and price may differ, so those facts will be confirmed before a replacement is arranged. Customers may request cancellation before the order has been processed or shipped.
CONTACT
For return and refund support, contact support@rglvn.shop or +61 480 801 614. Support hours: Monday-Friday: 9:00 AM - 5:00 PM (GMT+01:00) Central European Standard Time (Berlin).