Warranty and Returns - Hercules Instant Shelter

Conditions of Warranty

Hercules™ Instant Shelter provides a limited manufacturing warranty on all products from the date of original purchase that the product will be free from defects in material and workmanship. The length of the limited warranty may vary by product. This warranty is valid for the original purchaser from the date of initial purchase and is not transferable.

This warranty assumes normal and reasonable event use combined with expected good maintenance for all Hercules Instant Shelter’s products. This warranty is valid only if the product is installed and operated as per the instructions in the user manual.

Hercules Instant Shelter reserves the right to determine whether or not fault is caused by faulty workmanship, faulty materials or that any part is defective. Where fault is determined, we reserve the right to repair or replace products at our discretion.

This warranty does not apply to damage caused by wind or adverse weather conditions, damage caused by unauthorized attachments or modification, damage caused by improper storage, accidents or misuse. This warranty does not cover damage from fair wear and tear from the use of the product (for example, scratches, dents, dings and chipping) or changes in the appearance of the product do not affect its performance.

STOP USING OVERNIGHT: We do not recommend that your gazebo is to be left assembled overnight. Pop up gazebo is considered a temporary structure. Unexpected rain or changes in temperature may cause condensation on the gazebo when it is left up for a long period of time at night. This can cause your gazebo serious damage.

PURCHASE PROTECTION INSURANCE: We advise you to seek private insurance to protect yourself and your personal property against the risk of loss or damage.

This warranty applies to the product that is purchased from Hercules Instant Shelter and its authorised agent only.

The Warranty Period by Product:

Product range		Model	Warranty	Note
Gazebos & Marquees	Fabric	Standard Fabric – PVC Coated Polyester	1 Year
		Premium Fabric – 100% PVC (580 GSM)	2 Year
	Pop Up Gazebo	Series 30 Frame	2 Year	30mm Square/Steel frame
		Hex 45S Frame	3 Year	45mm Hexagonal/Steel frame
		Hex 45A Frame	5 Year	45mm Hexagonal/Aluminium frame
		Pro 37 Frame	8 Year	37mm Square/Aluminium frame
		Pro 40 Frame	9 Year	40mm Square/Aluminium frame
		Pro 57 Frame	10 Year	57mm Hexagonal/Aluminium frame
	Stylish Event Marquee	Pavilion	5 Year
		Inflatable	5 Year
		Star Marquee – Single or Double Peak	3 Year
Outdoor Umbrella	Fabric	Solution-dyed Acrylic	Residential: 10 Year Commercial: 5 Year	See “conditions of acrylic fabric warranty”
	Fabric	Solution-dyed Polyester	2 Year
	Centre Pole Umbrella	Venus umbrella/Eventi umbrella	Residential: 6 Year Commercial: 3 Year
	Cantilever Umbrella	Palencia cantilever umbrella	Residential: 3 Year Commercial: 2 Year
Bespoke Display Item	Bespoke Display Item	Fabric	30 Days
Accessories	Accessories	Accessories	12 Months

Note: If a product from us does not contain any warranty information above then we will provide a 30-day manufacturing warranty.

Limited Acrylic Fabric Warranty

This fabric warranty protects against the acrylic fabric becoming unserviceable due to significant loss of strength or colour from normal usage and exposure conditions.

Our Acrylic umbrella fabric is warrantied to remain a light-fastness rating of 7-8 on a 1-8 scale (ie. no significant fading) for the duration of the warranty period. Colours utilising Red and Yellow pigment (eg. Red, Yellow, Orange, Pink, etc.) will retain a lower colour fastness rating, which means they will show signs of fading earlier.

This warranty does not apply against any deterioration of any kind due to wind or weather-related damage, misuse, burns, negligence, vandalism, perforations or stains due to environmental pollution, and fair wear and tear.

Damaged Product

All of our items are checked before dispatch and leave our warehouse in perfect condition. If your order arrives damaged, please MUST notify us with the following information within 24 hours of receiving the items.

If you can clearly see the package has been damaged before you open it, please DO NOT take receipt of the goods or sign for them. The courier will then return the goods to us.
Take a picture or video of the box and the damaged part before you open the package.
Notify us within 24 hours of receiving.
If you can not check within 24 hours, please record all your open parcel processes and attach them to the email for Warranty Claim purposes.

Failure to do so may result in the customer being liable for the goods. We will arrange prompt corrective action and resend your order.

Warranty Claim or Purchase Parts

Should your items purchased be damaged, please contact the nearest Hercules Instant Shelter branch. The following options are available.

If The Case of a Warranty Claim:

Contact Hercules Instant Shelter with the following details.

Purchase details (purchaser’s name, contact and invoice number, etc.)
Description of the reason for the claim.
Images of the fault/the damage, photos or videos.

We will assess the fault/the damage and either suggest a repair, or exchange. DO NOT return an item without authorisation.

If The Case of a Spare Part Purchase:

This would have been a simple process if you had purchased a Hercules Instant Shelter as all spare parts can be purchased in the store. Advise which size of canopy or which connectors, truss bar or leg requires replacement. As for the replacement parts, you can use an Allen key or screwdriver to remove damaged components and replace them with the new part. Replacement service is also available at extra charges for labour.

Return

Hercules Instant Shelter will be happy to assist customers who wish to return or exchange items purchased from our store or online. We offer a 30-day right of exchange or refund on our ready-made products, so you can buy with confidence. Please be in action with the following guideline.

If customers want to return the items purchased from Hercules Instant Shelter must contact us prior to dispatching the item otherwise, we have the right to not accept any unauthorised returns and we do not take responsibility for shipping accidents.
Please return the item within 30 days of the original purchase date for a refund or exchange.
All items must be returned in their original conditions, original packaging and the same quantities.
The customer is responsible for all shipping charges on returned costs. And original postage charges are non-refundable.

We cannot guarantee a refund if you do not follow the guideline above or the return is subject to a restocking charge equal to 15% of the item’s original purchase price.

Exceptions
Unfortunately, we cannot offer a change of mind refund or exchange on the following items: