Thank you for your continued patronage of our products.

On November 7, 2024, we announced that the back of the mesh panels on some of our tents and shelters were manufactured with a material different from the original specifications. We would like to offer our sincere apologies to everyone who purchased the effected products, as well as to everyone who supports our products, our business partners, and other related parties.

We sincerely apologise for the delay in providing repairs to the effected tents and shelters, as well as for providing apology gifts to customers who do not wish to have the products repaired.
We would like to ask you to accept the following procedure in the way you prefer.

Please see a list of applicable products here.

Apology Gift

For those who do not wish to have the product repaired and intend to continue using the product, we will provide some gifts, including limited edition items, as a token of apology. The items you can choose from will vary depending on the number of affected products you own, and if you have multiple effected products, you can combine them to receive the gift.

Please note that the only product you need to send or bring is an empty storage case. All other items ( fly sheets, pegs, etc.) are not required. Once we have received the storage case we will stamp it indicating receipt.  

Repair

For the effected product, we will sew and repair the affected area behind the mesh panel with the correct material. The following example is an example of the repair.
Please note that this may change in the future as we consider repair methods.

When repairing, the condition of the item after repair may differ from when we received it, for example, there may be a difference in color between the newly sewn fabric and the fabric that has deteriorated.

If the product is severely damaged, we may not be able to repair it. Please click the button below to see examples of product conditions that we cannot repair.

Please note that we may decline to provide repairs depending on the condition of your product. Examples include seam tape coming loose, items with UV deterioration, items which are severely worn or torn, heavily soiled items, and items with mould.  

View examples of why a repair may be declined.

After the repair of your product the condition of the item may slightly differ:

1. Needle marks may remain on the surface of the repaired fabric.

2. Wrinkles may occur in the stitching on the surface fabric of the repaired area.

3. There is a possibility that sagging may occur in the fabric behind the mesh panel.

4. After repair, the colour of the sewn fabric may be different from before the repair.

5. The repairs may become visible due to transparency.

Reception Process

The only products you need to send are the empty storage case and the fly sheet. Please have the products you have applied for ready by the time the shipping company comes to collect them.

Important Notice

• Please choose your preferred response: receiving a "gift of apology" or receiving "product repair."
• Both "Apology gifts" and "Product repairs" will be accepted at one time per person. If you have multiple effected products, please accept them all at once if possible. If you would like to accept an additional product after accepting an additional product, please contact the dedicated office listed at the end of this page.
• Please fill out the "reception form" on this page. Please note that we will not be able to accept your case if you bring it directly to the store.
• Once you have registered on the "Reception Form," we will not be able to accept any changes to the registered information on the form, so please carefully consider and register accurately. If any corrections are required after registration, please contact the dedicated office listed at the end of this page. However, please note that we cannot accept any changes or cancellations to your "Apology Gift" after it has been registered.
• Please note that if there is a discrepancy between the product you have received and the product you have received, we will be unable to assist you and will have to return the product to you and, if necessary, ask you to register again.
• Once we have completed the procedure, we will mark the storage case or other item that we have kept with you to indicate that the procedure has been completed.
• If you have lost your storage case or have other circumstances that make you feel uneasy, please contact the dedicated help desk at the end of this page.

Regarding "Apology Gifts"

• There are two ways to check your product: you can collect the product and leave the storage case with us, or you can bring the storage case to a direct store. Please choose one of these options when filling out the reception form.
• "Apology gifts" cannot be picked up at the store.
• If you bring your product to a "direct store," we will check whether it is an effected product and return it to you. If we receive your product via "collection," we will check it in the order in which it arrives, but depending on the situation, it may take 3 to 4 months for the storage case to be returned to you.
• The limited edition apology gifts that we have prepared can be ordered until the end of September. Delivery is scheduled to take place between autumn and the end of the year, depending on the situation.
• Regarding the "standard apology gifts" we have prepared, we plan to deliver them within one month of the product selection, although this will depend on the situation.
• Please note that after you have selected "Apology Gift" and registered on the "Reception Form," we cannot accept changes or cancellations to your registration.

Regarding "Product Repair"

• Depending on the condition of your product, we may not be able to repair it. For details, please see "Examples of conditions in which we cannot accept repairs" on this page.
• We will repair your product at a specialised factory. We apologise for the inconvenience, but it will take about six months for the product to be returned to you.
• Regarding the finished product after repairs, depending on the usage and deterioration of the fabric, there may be a difference in color between the newly sewn fabric and the original fabric, and the appearance and condition of the item after repairs may differ from when we received it.
• Before repairing the product that you have entrusted to us, we will diagnose whether it can be repaired. If, after the diagnosis, we determine that the product cannot be repaired, we may have to return it to you.
• Regardless of the country of origin stated on the product packaging, repairs will be carried out at our designated overseas factories. Therefore, the country where the repair factory is located may differ from the country of origin stated on the product packaging.
• Please note that when you ship your product, we will have the product collected by a shipping company designated by us, in order to deal with any issues that may arise during the transportation of the product and to prevent any confusion between your registered information and the product you own.

Disclaimer After Response

We ask for your understanding and agreement that with the provision of a "compensation gift" or the implementation of "product repair," this issue will be considered resolved, and that you will not make any additional claims against our company or the retailer, including for repairs or exchanges of the product, refunds, or the delivery of a compensation gift.