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RETURNS & WARRANTY

At OZtrail, we put a lot of time, effort and thought into designing our products especially for consumers that love the outdoors.  With over 25 years experience in building products for the outdoors, this has given us an unequaled reputation for quality.

All OZtrail Products come with a manufacturer’s warranty only for non-commercial products:

all OZtrail branded products sold in South Africa, are warranted against defects of material or manufacture for a period of 2 years from the date of initial purchase.

The Product will be repaired or replaced, at the discretion of Oztrail, should a warrantable defect arise within the warranty period. If the exact model is unavailable a model of equivalent nature will be substituted at our discretion. This warranty excludes faults and failures caused by improper use and abuse; fair wear and tear; or failure to follow instructions regarding care and maintenance. Products used for a commercial nature are not covered by this warranty against defects. A warranty may be claimed by returning the product to its place of purchase, with a detailed proof-of-purchase clearly showing the date and detail of the purchase. You may also contact Oztrail store, by phone: 021 577 1401, or in writing: PO Box 1547, Dassenberg, Cape Town, 7350 or by email: [email protected]

The benefits under OZtrail’s warranty against defects are in addition to other rights and remedies under law in relation to goods.

Our goods come with guarantees that cannot be excluded under the South African Consumer Protection Act (CPA). You are entitled to a replacement or refund for a major failure, within the stipulated period. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In any instance where there is a conflict between any warranty statement provided with the physical product and this web page, the warranty statement provided with the product shall prevail.

What is the process for resolving a warranty issue?

There are a number of ways to claim on your warranty:

  1. Return your product to the retailer. This may mean to their physical shop front or their online sales department if you bought it online. The retailer will then handle your warranty negotiations with Oztrail on your behalf.
  2. Ship the product to our warehouse. You can ship your product to Oztrail; however, this will often slow the process down for you. We recommend contacting Brandhubb Head Office prior to making use of this option to ensure your product is managed through this process.

Tents, Gazebos and other shelters. Here is the procedure and guidelines:

  1. Oztrail delivers the tent/gazebo/shelter to retailer. As per the conditions, the customer must return the tent/gazebo/shelter either to the retailer or directly to us. The transport costs are for the retailer’s or customer’s account.
  2. According to the CPA procedure,Oztrail then has a right to inspect and erect the tent/gazebo/shelter to ascertain whether the damage to the product was caused by wind/negligence/improper use or normal wear and tear or if it is a factory fault.
  3. Please note that normal wear and tear does not construe a claim against OZtrail as factory fault. Also note that wind damage or incorrectly erected tents/gazebos/shelters that cause damage to the flysheet or pole system is also not considered a factory fault as OZtrail cannot be held liable for adverse weather conditions or incorrect installations. Fair pre-warnings to this effect are indicated on each product and also in each product manual sent with new products.
  4. Once Oztrail inspects the tent/gazebo/shelter, the customer will receive the damage report. If it was established that the product had a factory fault BrandHubb will replace the product or part concerned and return it at no charge directly to the customer with their elected courier company. If no part is available, Oztrail may choose to replace with an equivalent model or issue a refund to the dealer who will in turn, refund the customer.
  5. However if the tent does not construe a factory fault, then Oztrail will give a quotation to the customer for repair costs/part replacements or replacing it with a whole new tent/gazebo/shelter. Shipping charges to and from Oztrail will then be for the customer’s account as this would not be a factory fault. 

Camping chairs, stretchers, beds, camp furniture, cookware, sleeping bags, backpacks, lights and other camping related items not covered above. Here is the procedure and guidelines: 

  1. Oztrail supplied the product to retailer. As per the conditions, the customer must return the product either to the retailer or directly to us. The transport costs are for the retailer’s or customer’s account.
  2. According to the CPA procedure, Oztrail then has a right to inspect the product to ascertain whether the damage to the product was caused by negligence/improper use or normal wear and tear or if it is a factory fault.
  3. Please note that normal wear and tear does not construe a claim against OZtrail as factory fault. Also note that accidental damage to the product is also not considered a factory fault. Fair pre-warnings such as weight ratings for chairs, stretchers and beds, care for the product and instructions for assembly, disassembly and general use is provided with each new product supplied.
  4. Once Oztrail inspects the product, the customer will receive the damage report. If it was established that the product had a factory fault Oztrail will replace the product or part concerned and return it at no charge directly to the customer with their elected courier company. If no part is available, Oztrail may choose to replace with an equivalent model or refund to the dealer who will in turn, refund the customer.
  5. However if the product does not construe a factory fault, then Oztrail will give a quotation to the customer for repair costs/part replacements or replacing it with a whole new product, at a quoted cost. Shipping charges to and from Oztrail will then be for the customer’s account as this would not be a factory fault.

Alternatively, you can contact our customer service team on email [email protected]

GENERAL ENQUIRIES

For general enquiries, please email our customer service team at [email protected] or call 010 020 8810 between 8.30am-5pm, Monday to Friday AEST.

MARKETING

For all enquiries relating to sponsorship, promotions, incentive programs, please email our marketing team on [email protected]

OWNER MANUALS

Feel free to visit our Owner Manuals page or if you require any Manuals for products released before 2015, feel free to email our Customer Service Team at [email protected]. Please include product SKU/Model Number to assist us in providing the correct User Manual.