Returns, Exchanges & Refunds

We want you to be able to buy with confidence, so we accept returns for any reason according to this policy.

RETURNS (excluding Tentsile Products - please read below for Tentsile returns)

Step 1: Please include: customer name, order number, or a copy of your sales receipt with your return shipment.  Please contact us to be issued a return merchandise authorization (RMA) number to ship the item(s) back.  Items returned without an order identification will not be accepted for refund.

Note: To be eligible for a product refund, the return must be received within 21 days of delivery date.  Items returned 21 days – 90 days may be issued a store credit at management discretion. After 90 days we do not offer refunds/store credit.  ***Some items are not returnable, see exclusions.  All shipping costs are the responsibility of the customer, provided the items arrived undamaged and free of manufacturer defects. After 30 days all unclaimed return items without order identification become the property of Tree House Supplies Inc.***

Step 2: Most returned products/rentals should be sent to the address below.  Please keep a tracking number for the return shipment. Treehouse Supplies is not responsible for return shipments lost in the mail. All products must be returned to the manufacturer directly. Check the return address as it may not have come from the main location.

Treehouse Supplies, Inc

208 Welsh Pool Road
Suite 200
Exton, PA 19341

Step 3: Refunds are contingent upon inspection of item(s). Once received, we will process the return for refund, credit, or exchange.

Note: All powder coated items are to be tightly packed so they will not get chipped/scratched during shipment. If the items must be repaired/re-powder coated, the charge ($15/each item) will be deducted from your refund total.

Step 4:  The refund will appear on your card statement in approximately 2-3 days.  Store credit will become available immediately.

Note: Standard returns will have a 15% restocking fee which will be deducted from your refund.

Exclusion (not returnable/refunded unless manufacturer defect):

  • Custom Designs
  • Plans
  • Cut Rope
  • All Netting (Aside from entire spools)
  • Discount Corner Items
  • Used Tabs, Brackets, Bolts, Struts, Ziplines
  • Carabiners
  • Climbing Gear
  • Bridge Kits & Extra Cable Kits
  • Cable Removed from Spool 

 

RENTAL RETURNS

All rentals are processed at the full purchase price, and then partially credited back when returned, according to the following schedule:

Refund Amount: 

  • 4-week Rental: 75% refund
  • 8-week Rental: 60% refund
  • After 8 weeks - refunds may be given at management’s sole discretion.

 

Note: Shipping/handling time both ways are not counted as your rental time.  Bits that are returned damaged or requiring sharpening are subject to an additional charge.  The refund will be applied to the original method of payment.

 

EXCHANGE(S)

Contact us right away regarding any defective/damaged product(s) or order error, 

NOTE: Exchange will occur only if items are unused.

WARRANTIES

Hammocks, Loft, Cargo, Barrier, and Climbing Type Nets:

  • General instructions and net warranties – Inspect upon receipt and notify us immediately of any manufacturing defects within 14 days.  Include photos of net, installation, and information on net utilization.  Improper installation and use of our net types may void our warranties.
  • Single layer and barrier nets - only recommend as a vertically mounted barrier net - warrantied for 1 year against manufacturing defects.   
  • Double Stack hammock nets - warrantied for 1 year against manufacturing defects.*
  • Cargo Loft Hammock nets - warrantied for 1 year against manufacturing defects.*
  • Cargo Climb Nets - warrantied for 1 year against manufacturing defects.

*Warranty only valid when used as a barrier or hammock net and installed correctly.  Installation FAQ’s: TREEHOUSE SUPPLIES NETTING FAQ – Treehouse Supplies

 

TENTSILE RETURNS & EXCHANGES

30-Day Returns Policy

We hope you are delighted with your Tentsile product. But, if for whatever reason you want to change your mind, you can return your unused product, unopened and in its original packaging within 30 days of receiving your order for a no-questions-asked refund. 

 Easy Returns

If you need to return opened item(s) to us:

    1. Email support@tentsile.com with your name, order number and reason for your return.
    2. A member of the Tentsile Customer Support team will contact you within 24hrs of receiving your email to advise on how best to repack your item(s) and where to send your return.
    3. Once you’ve shipped the product(s) back to us, we request you send us the tracking number so we can confirm once we’ve received the item.
    4. As soon as we have received your return, it will be appraised by our technicians and we’ll send your refund, minus any restocking fee.

 Returns Policy

  1. Thank you for checking out Tentsile's Customer Service terms. We work on a basis of mutual respect, so please respect our team and we will do everything we can to help out on your query.
  2. Free Returns if the product you receive: (a) has been sent to you incorrectly due to an error on Tentsile Ltd's part; (b) is damaged on arrival; (c) does not conform to its description; (d) is not fit for purpose; or (e) has any manufacturing or material defect. Please note, that damage caused to the product once it is in your possession does not make the product defective and is beyond our responsibility.
  3. Defective products should be raised with us as soon as possible via the form below within 30 days of delivery. Please read our Product Warranty for full details.
  4. When returning opened products, you are under a duty to take reasonable care to ensure that the fulfiller receives the products and that the products are not damaged in transit. Therefore, for your protection, when you are returning a product to us, we recommend that you use a recorded delivery service.
  5. Please note that unless defective (as above), you will be responsible for the costs of returning opened products to us, or for the use of the collection service.
  6. Any items that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, and carried by a reputable carrier.
  7. Opened products are appraised by our technicians upon arrival to confirm all components are present, clean and dry. A restocking fee of $30 will be deducted for all non warranty returns, and further charges will apply if any components are missing, dirty, or need repacking.
  8. Please note that items returned to us under the claim of being faulty or incomplete are checked and verified by our technicians. Any returned items that are found not to be faulty or that are returned incomplete may be returned to you. Tentsile shall be entitled to charge you for the return carriage costs via your original payment method. In the event that your credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage.

If you have any questions or concerns about returns, please contact us.