Warranty Policy

Warranty Inclusions:

• We offer a 12-month warranty from the date of purchase on all products store-wide.
• Depending on the extent of the failure, we will repair, replace, or refund faulty products.
• Warranty claims can be made for any faulty or defective product.
• This warranty covers both the original shipping costs and return shipping costs, ensuring customers are not out of pocket.

Warranty Exclusions:

Our warranty does not cover:

• Damage resulting from improper use.
• Faulty installation or damage caused during installation.
• Costs associated with removing and reinstalling a faulty product, including travel time.
• Damage caused by mold, condensation, insects, animals, misuse, incorrect operation, adverse weather, accidents, and fair wear and tear. This includes broken poles (freestanding awnings) not securely tied down in winds exceeding 20 km/h. Damage caused by a jammed, snagged zipper, or excessive force applied to a zipper causing failure is also not covered.
• Accidental punctures of any canvas, including fly mesh.
• Damage and fading from UV exposure.

Damages in Transit:

If your product has been damaged in transit, please contact us immediately, before installation, so we can rectify the issue with our courier.

Making a Warranty Claim:

If you believe a product is defective under warranty, please contact our friendly team at sales@fireflyoutdoors.com.au or call 0414 186 185.

In your claim, include:

• A description of the damage or problem.
• Clear photographs of the defect.
• An explanation of the reason for your claim and the circumstances in which the defect occurred.

If the claim is approved, you will receive further return instructions.