General Topics

I believe that I have a faulty product. Who should I contact?

Any product that you feel is faulty must be returned to the dealer from which it was purchased.

Can Robens help me find a specific spare from five years ago?

Unfortunately we have not got the facility to carry many obsolete items so, in the first instance, we suggest that you contact your nearest dealer who will be able to help identify the part and check our limited stock levels. We also advise that you contact to tentspares.co.uk and scottishmountaingear.com

What should I do if an Robens component has broken or malfunctioned

- All warranty claims are handled by our dealer network and the dealer who sold you the equipment is responsible for filling out the warranty application. Robens will rarely be able to assist you since both our contracts are with your dealer.

- If your problem lies outside of warranty then your dealer should still be able to help with spare parts and suggest ways to obtain a repair. Spare parts can also be obtained from tentspares.co.uk and scottishmountaingear.com – the latter can also make tent repairs.

Can I talk to Robens direct about Robens tents at an exhibition?

We always welcome campers on to our exhibition stands and we are always very happy to help answer your questions and discuss our current ranges.

When can I expect to find the season’s Robens products at my dealer?

We aim to have our products with the dealers by the end of April.

Is my purchase covered under warranty?

We operate under European law and terms of warranty conditions; offering two years limited warranty on manufacturing faults. We do not sell directly to private customers. Warranty issues are to be handled by the dealer (Sales of Goods Act). We therefore kindly ask you to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

Copy of proof of purchase is required with all potential warranty claims.

We do not warrant against malfunction, failure or damage of fabric and component that has resulted from improper or unreasonable use, misuse or damage sustained after purchase, or subject to normal wear and tear such as limited or incorrect pitching, poor maintenance, abuse or neglect, using the tent not fit for purpose and alteration of the tent or damage due to excessive winds/weather, improper re-packing or natural degradation due to sunlight.

We will where possible always attempt a repair and offer spare parts before replacement. Goods that are repaired or replaced under warranty will be covered by a period equal to the remaining warranty period of the original part.

Please note: due to Health and Safety at work regulations we require goods to be returned clean, dry and hygienic for inspection and repair. Is the tent dirty or wet it will be returned immediately on the expense of the buyer (end-user). The general rule is that if it smells, is visibly dirty or wet it will be rejected.

My product is broken within warranty but my dealer has closed?

We are sorry to hear about your problem relating to our product.

We do not sell directly to private customers. Warranty issues are to be handled by our dealer network (Sales of Goods Act). We therefore kindly ask you to contact the nearest Robens dealer and ask them if they will help you.

Please bring you proof of purchase, as this is required with all potential warranty issues.