Accepting Repairs for Effected Tents & Shelters or an Apology Gift

Thank you for your continued patronage of our products.

On November 7th, 2024, we announced that we had discovered that the back of the mesh panels on some of our tents and shelters were manufactured with a material that differed from the original specifications. We would like to offer our sincere apologies to everyone who purchased the effected products.

Please see a list of applicable products here.

We are offering to resolve this issue in one of two ways, either repairing the effected tents and shelters or, providing apology gifts to customers who do not wish to have the products repaired. Please choose the option that you would prefer. These options will remain open until the end of September 2025.

PLEASE REVIEW YOUR TWO OPTIONS: APOLOGY GIFT OR REPAIR, AND SELECT ONE OF THEM

Option One: Apology Gift

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

Colour Stake 30 All White 10-piece set + Drawstring Case
1 product

Elfield DUO Ivory
5 products

View full list of apology gift products.

Apology Gift Process

RECEPTION

Please fill in the necessary information on the dedicated form located at the bottom of the page and submit it.

BRINGING IN AND SHIPPING

Please bring the storage case of the effected product to your nearest Snow Peak store or return it in the packaging we will send to you.

RETURNING THE STORAGE CASE

After checking the product, we will stamp it and return the storage case to you. If you brought it to store, we will return it to you on the spot.

CHOOSING AN APOLOGY GIFT

We will send you an email with information about the gift, so please select the gift you would like from the dedicated page.

DELIVERED TO YOUR DOOR

The gift you selected will be delivered to you.

We will use the SKU tag to stamp.

Example of a stamping on a tag.

If there is no external tag we will use an internal tag.

Example of a stamping on an internal tag.

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

Option Two: 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.

Before repair

After repair

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.

Examples of parts that need to be repaired on the target products.

See part outlined in blue.

Reception Process

Please fill out the necessary information on the dedicated form and submit your request. If you wish, we will lend you a replacement item during the repair period.

A shipping company will come to your specified address to collect the product, so please hand over the storage case(s) and fly sheet(s) for the effected product(s).

Once the repair is completed we will return it to you.

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 an apology gift 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 register them all at once.
  • Please fill out the reception form on bottom of this page. Please note that we will only be able to accept the cases for the apology gifts in store. Products for repair will not be accepted in 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 web@snowpeak.co.uk. However, please note that we cannot accept any changes or cancellations to your selected apology gift after it has been registered.
  • Please note that if there is a discrepancy between the product you have registered and the product we have received, we will be unable to assist you and we will have to return the product to you and ask you to register again.
  • Once we have completed the procedure, we will mark the storage case to indicate that the procedure has been completed.
  • If you have lost your storage case please contact web@snowpeak.co.uk.

Regarding Apology Gifts

  • Fill out the form and select if you will be sending the case by post or dropping off at the store.
  • Apology gifts cannot be picked up at the store.
  • If you bring your storage case to store we will check whether it is an effected product and return it to you. If we receive your product via post, we will check it when it arrives. Please not if sending by post it may take 3 to 4 months for the storage case to be returned to you.
  • After we have check your product case we will contact you regarding the apology gift application process.
  • The limited edition apology gifts that we have prepared can be ordered until the end of September. Delivery is aimed to take place between autumn and the end of the year.
  • Please note that after you have selected the apology gift option and filled in the registration form, we cannot accept changes or cancellations.

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".
  • We will repair your product at a specialised factory, which is not in the UK. Due to this it may take about nine months for your product to be returned to you. We apologise for this inconvenience.
  • Regarding the finished product after repairs, depending on the usage and deterioration of the fabric, there may be a difference in colour 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 sent 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 an apology gift or the implementation of a 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 apology gift.

FAQ

Please complete the appropriate form on the bottom of this page. We will check your product is eligible.

For an apology gift please send us the main storage case. For a repair please send us the storage case and the fly sheet.

Repairs will be carried out through specialised factories overseas, so it will take approximately nine months from the time we receive the item until it is returned to you.

Depending on the condition of the fabric, we may not be able to accept repairs. For details, please see "Examples of conditions we cannot accept repairs for".

Depending on the condition of the fabric, we may not be able to accept your request for repairs.
After receiving the product, we will assess the condition of the fabric, but if we determine that repairs may cause damage, we may ask you to change the product to an apology item.

We offer a product rental service (free of charge) for customers who wish to have their product repaired.

Yes, we can help even if you cannot confirm the purchase receipt. We will check that the storage case you send us is an eligible product.

The product information is written on the tag on the storage case, so please check it together with the list of applicable products here.

If there is a discrepancy between the information received and the information we have received, we will be unable to process your request and will have to return the product to you. Please note that you will need to resubmit your request. When preparing your product, please make sure that the information received is correct before proceeding.