Product Warranty Carcamp

On this page you will find the main information on the warranty of the products purchased from Carcamp. The objective is to explain in a simple and clear way what the warranty covers, what it does not cover, and how to request assistance and which documents are necessary for correct management of the request.

1. Type of customer and applicable guarantee

The applicable warranty changes based on the type of customer and the purpose of the purchase. This is why it is important to distinguish between consumer customers and professional customers.

2. What the warranty covers

The warranty covers defects in conformity or defects in the product present at the time of delivery, even if they manifest themselves subsequently, within the time limits established by law.

A product may be considered non-compliant or defective, for example, if:

• does not correspond to the description, characteristics or quality indicated in the product sheet;
• it is not suitable for normal use for which products of the same type are used;
• does not have the usual qualities or performance of a product of the same type;
• has a structural, functional or manufacturing defect not caused by customer use;
• was delivered incomplete with essential components, accessories or intended instructions;
• the defect arises from incorrect, incomplete or insufficient assembly instructions provided by the seller or manufacturer;
• the product cannot be used safely for an original cause not attributable to the customer.

3. What the warranty does not cover

The warranty does not cover damage, anomalies or deterioration caused by factors external to the original defect of the product. By way of example, the following are excluded:

• normal wear and tear of fabrics, zips, seams, elastics, covers, gaskets, mattresses, ladders, joints, mobile components and accessories;
• scratches, marks, abrasions, small aesthetic imperfections, folds in the fabric or chromatic differences that do not compromise safety and functionality;
• internal condensation, humidity, bad odors or mold caused by poor ventilation, storage of the wet product or failure to dry after use;
• damage caused by incorrect assembly, unsuitable roof bars, incompatible roof racks, insufficient fixings, incorrect tightenings or failure to periodically check the supports;
• use on vehicles, bars, roof racks, roofs or structures not compatible with the weight, dimensions and characteristics of the product;
• damage caused by exceeding the static or dynamic weight limits indicated by the manufacturer of the vehicle, the bars or the installed product;
• improper use, negligent use, impacts, falls, road accidents, heavy off-road use, abnormal stresses or use of the product in unsuitable conditions;
• damage from strong winds, thunderstorms, hail, snow, ice, accumulation of water, branches, animals, fire, vandalism or other external events;
• damage caused by aggressive detergents, solvents, bleach, high pressure washers, unsuitable washing or maintenance that does not comply with the instructions;
• modifications, drilling, cutting, stitching, gluing, painting, adaptations or repairs carried out by unauthorized parties;
• corrosion, oxidation or deterioration due to saltiness, chemical agents, prolonged exposure to aggressive environments, failure to wash or unsuitable storage;
• damage caused by transport carried out directly by the customer or by couriers not appointed by Carcamp;
• problems resulting from use other than that indicated in the instructions, product sheet or technical communications provided by Carcamp.

4. Aesthetic defects and functional defects

For clearer management of requests, Carcamp distinguishes between functional defects and aesthetic defects.

• Functional or safety defects: problems that compromise the correct use, safety, stability, closing, opening or functionality of the product.
• Cosmetic defects: visual imperfections that do not compromise the use, safety or life of the product.

Functional or security defects are handled with priority. Exclusively aesthetic defects are evaluated on a case-by-case basis and, when they do not affect the use of the product, may result in repair, replacement of the affected component, proportionate price reduction or other appropriate solution, within the limits established by applicable legislation.

Any non-urgent, non-functional or purely aesthetic interventions can be scheduled in agreement with the customer, taking into account the availability of spare parts, the seasonality of the product, the complexity of the intervention and the necessary technical times. This organization does not limit in any way the mandatory rights recognized to the consumer by law.

5. Legal guarantee for the consumer customer

For the consumer customer, Carcamp is liable for defects of conformity that appear within 2 years of delivery of the product. The action to assert defects not maliciously concealed by the seller expires 26 months after delivery.

For defects that appear within 1 year of delivery, it is assumed that the defect already existed at the time of delivery, unless proven otherwise or unless such presumption is incompatible with the nature of the product or the nature of the defect.

For defects that appear after 1 year from delivery, the customer may be required to demonstrate that the defect was already present at the time of delivery and which does not result from improper use, incorrect assembly, incorrect maintenance, transportation, storage or external events.

6. Remedies provided for the consumer customer

In the event of a lack of conformity covered by the legal guarantee, the consumer customer has the right to have the product restored to conformity, without charge, by repair or replacement, unless the chosen remedy is impossible or involves disproportionate costs compared to the other available remedy.

Repair or replacement is carried out within a reasonable time, taking into account the nature of the product, the availability of spare parts, the complexity of the intervention and the need to avoid significant inconvenience to the customer.

In the cases provided for by law, if repair or replacement is not possible, it is not carried out within a reasonable time, cause significant inconvenience or do not resolve the defect, the consumer may be entitled to a proportional reduction in the price or upon termination of the contract.

Termination of the contract cannot be requested for minor defects when the applicable legislation does not allow it.

7. Guarantee for professional customers, companies or purchases with VAT number

For purchases made by professional customers, companies, retailers, economic operators or individuals who purchase with a VAT number for purposes related to its business, the warranty for defects provided for by the Civil Code applies.

The professional customer must report any defects within 8 days of discovery. The action expires within 1 year of delivery of the product, unless otherwise agreed in writing between the parties.

For professional customers, the provisions of the Consumer Code for consumer customers do not apply. Any special conditions, limitations, extensions or additional services must result from a written agreement, order confirmation, contract or specific commercial communication.

8. Used, ex demo, display, reconditioned or rental products

Some products can be sold as used, ex demo, for display, refurbished or from rental. In these cases, any aesthetic conditions, signs of use, deficiencies, restorations or particularities of the product are indicated, where possible, in the product sheet, in the quote, in the order confirmation or in the commercial communication.

For the consumer customer, the duration of the seller's liability for used products can only be reduced if clearly agreed before purchase and in any case it cannot be less than 1 year.

The warranty does not cover defects, marks, wear, deficiencies or characteristics of the used product that have been clearly communicated to the customer before purchase and accepted at the time of sale.

9. Proof of purchase required

To request warranty assistance you must provide valid proof of purchase. Useful documents are considered, for example:

• invoice;
• receipt;
• tax receipt;
• order confirmation;
• payment document attributable to the purchase;
• other suitable documentation to demonstrate the purchase from Carcamp or from an authorized reseller.

The document must allow identification, where possible, of the product purchased, the date of purchase or delivery and the seller.

10. How to request warranty assistance

To open a support request, the customer must contact Customer Service Carcamp:

To speed up the management of the request, it is important to send:

• name and surname or company name;
• order number, invoice, receipt or other proof of purchase;
• product model;
• purchase date and, if different, delivery date;
• clear description of the problem encountered;
• photographs of the defect;
• video of the defect, if useful to understand its nature;
• photo of the label, identification number or any codes on the product, if available;
• Photo of the installed product, if the issue concerns roof tents, awnings, roof bars brackets, or accessories mounted on the vehicle;
• photos of the bars, supports, brackets and fixing points, if the problem concerns products installed on the roof or on the vehicle;
• telephone number and email address;
• address where the product is located.

Carcamp may request additional images, videos, measurements, technical information or documents to properly verify the problem.

11. Technical verification of the defect

After opening the request, Carcamp will evaluate the documentation received. If the documentation is sufficient, Carcamp will communicate to the customer the possible management methods. However, if further checks are necessary, you may be asked to send the product, the affected component, or return to the point of sale, warehouse, designated center or other agreed upon location.

Any authorization to return the product does not automatically imply recognition of the guarantee. Recognition will take place only after technical verification of the defect and the causes that generated it.

If the defect is covered by warranty, Carcamp will proceed in accordance with the applicable legislation. However, if the problem is not covered by the warranty, the customer will receive a communication with the outcome of the check and any estimate for repair, replacement, transportation, labor, storage or return of the product.

12. Returns and shipments for warranty verification

The return of products or components for verification under warranty must always be agreed in advance with Carcamp. Do not send products without written authorization: unauthorized shipments may be refused or remain in storage at the sender's expense.

When the defect is covered by the legal guarantee, the expenses necessary to restore conformity are managed as required by law. However, if the product does not have defects covered by the warranty, or the damage depends on excluded causes, any transport costs, inspection, labor, storage, repair, replacement or return may be charged to the customer upon notice.

In the case of bulky or heavy products, such as roof tents, awnings, metal structures or bulky accessories, the return methods will be evaluated based on the nature of the problem, the size of the product and the place where it is located and the need to avoid damage during transport.

13. Product packaging

In case of return of the product, the customer must use, if available, the original packaging complete with internal protections. If the original packaging is not available, the product must be protected with packaging appropriate to its size, weight, to the fragility and structure of the asset.

Bulky products such as roof tents, awnings, metal structures or bulky accessories must be packaged in such a way as to avoid impacts, rubbing, bending, crushing, infiltration or accidental opening during transport.

When the shipment is organized directly by the customer, the customer is responsible for damage caused by insufficient packaging, unsuitable or not adequate for the nature of the product.

14. Inspection upon delivery and transport damage

Upon delivery, the customer is invited to carefully check the integrity of the packaging and the product. In the presence of packages that are damaged, wet, open, crushed, tampered with or with obvious signs of impact, it is important to accept the goods with specific reservation, describing the damage on the courier's document.

Examples of specific reserves:

• “I accept with reservation due to damaged packaging on the right side”;
• “I accept with reservation due to a crushed neck”;
• “I accept with reservation for open/tampered packaging”;
• “I accept with reservation for visibly damaged product”;
• “I accept with reservation for broken or inclined pallets”.

The generic wording "I accept with reservation" may not be sufficient for managing transport damage. It is recommended to photograph the packaging before opening, photograph any visible damage and promptly report the problem to Customer Service Carcamp.

Failure to specifically reserve may make handling the complaint against the carrier more difficult or impossible. In any case, the mandatory rights of the consumer provided for by law remain unaffected.

15. Products mounted on vehicles

For roof tents, awnings, roof bars, supports, brackets and accessories installed on vehicles, Correct installation is essential for the safety of the product, vehicle and people.

Before use, the customer must check:

• compatibility of the vehicle, roof, bars, roof rack and fixing systems;
• compliance with the static and dynamic loads indicated by the manufacturer of the vehicle, the bars, the roof rack and the installed product;
• correct positioning of the product on the vehicle;
• correct tightening of bolts, brackets, guides, clamps, plates and fastening systems;
• absence of play, vibrations, abnormal noises or unwanted movements;
• periodic check of the fastenings, especially after the first kilometres, after dirt roads, after long journeys and before each new use;
• absence of interference with doors, antennas, sunroofs, spoilers, bars, accessories or other elements of the vehicle.

Damage caused by incorrect installation, unsuitable supports, incompatible roof racks, lack of tightening, lack of maintenance, use on incompatible structures or exceeding the load limits are not covered by the warranty.

16. Maintenance and correct use

To keep the product efficient and safe over time, the customer must follow the instructions provided and adopt adequate maintenance. In particular:

• always dry fabrics, mattresses and components before prolonged storage;
• do not close the wet tent for long periods;
• ventilate the product after use to reduce condensation and humidity;
• do not store damp mattresses, fabrics or accessories inside the product for prolonged periods;
• clean with delicate products, avoiding solvents, bleach, aggressive detergents and pressure washers;
• periodically check hinges, stitching, guides, bolts, brackets and opening systems;
• lubricate or maintain moving parts only if required by the product instructions;
• do not use the product in extreme weather conditions or in the presence of strong wind, snow, ice or accumulations of water not compatible with safe use;
• do not make unauthorized structural modifications, drillings, cuts or adaptations;
• remove dirt, salt, mud, sand or aggressive residues after use in marine, dirt or particularly dusty environments;
• always check the correct closure of the product before riding.

17. Travel use and customer responsibility

When a product is installed on the vehicle, the customer must use it in compliance with the instructions, traffic regulations, the load limits of the vehicle and the indications of the manufacturer of the bars or roof rack.

Before setting off, the customer must check that the product is closed, locked, fixed correctly and has no loose parts, unsecured straps, open covers or elements that can move during the journey.

Any damage resulting from circulation with the product not properly closed, inadequate installation, unchecked fixings, incompatible speed, shock, abnormal vibration or heavy use are not covered by the warranty.

18. Spare parts, components and repairs

When technically possible and proportionate, Carcamp can manage the warranty through product repair or replacement of only the defective component.

Replacing a component does not automatically lead to the replacement of the entire product, unless this is necessary to restore compliance or is required by applicable law.

If the requested component is not immediately available, Carcamp will inform the customer of the estimated supply times and on possible alternative solutions, taking into account the nature of the defect and the use of the product.

19. Interventions not covered by warranty

If the check shows that the problem is not covered by the warranty, Carcamp will be able to offer the customer a paid intervention. The customer will receive, where necessary, a communication indicating the costs relating to:

• spare parts;
• manpower;
• transportation;
• packaging;
• storage;
• technical verification;
• returning the product.

No paid intervention will be carried out without prior communication to the customer.

20. Additional commercial guarantees

Unless otherwise indicated in writing in the product sheet, in the contract, in the order confirmation or in a specific commercial communication, Carcamp does not provide commercial guarantees additional to the applicable legal guarantee.

Any commercial guarantees offered for individual products, brands or components are valid only if expressly indicated in writing. The commercial guarantee, when provided, does not replace, does not reduce or limits the legal guarantee recognized to the consumer.

21. Guarantee and right of withdrawal

The warranty for product defects is different from the right of withdrawal. The warranty concerns products that are defective, non-compliant or present problems covered by the applicable legislation. The right of withdrawal instead concerns the possibility, in the cases provided for by law, to reconsider a purchase made online, remotely or outside business premises.

For online or remote purchases, the consumer customer can exercise the right of withdrawal within the times and in the manner established by law and indicated on the dedicated page of Carcamp.

For complete information on times, methods, conditions, exclusions, returns procedure and refunds, consult the page: Right of withdrawal, returns and refunds .

The request for warranty assistance and the withdrawal request follow different procedures. Before sending any product to Carcamp, the customer must always follow the instructions indicated on the correct page or contact Customer Service to receive operational instructions.

22. Products purchased from retailers or marketplaces

If the product was purchased from a retailer, third-party store or marketplace, the customer must contact the seller first where you made the purchase, unless otherwise indicated.

Carcamp will still be able to provide technical support, information on spare parts or operational indications, but the management of the legal guarantee remains the responsibility of the seller in the cases provided for by applicable legislation.

23. Management times

Carcamp undertakes to manage requests for assistance in the shortest possible time, compatibly with the completeness of the documentation received, the nature of the defect, the availability of spare parts, the seasonality of the product, the complexity of the verification and any transport times.

Sending photos, videos, proof of purchase and complete information allows for faster evaluation and reduces the need for additional steps.

24. Assistance contacts

For assistance requests, warranty verification or product information:

This information is for informational and organizational purposes. In the event of a conflict, the mandatory rights provided for by the applicable legislation always prevail.