Warranty Terms & Conditions
Hercules™ Instant Shelter provides a limited manufacturing warranty on all products from the date of the original purchase, ensuring the product will be free from defects in material and workmanship. The length of this warranty may vary by product. This warranty is valid for the original purchaser from the date of the initial purchase and is non-transferable.
This warranty assumes normal and reasonable event use, along with expected proper maintenance for all Hercules Instant Shelter products. It is only valid if the product is installed and operated according to the instructions in the user manual.
Hercules Instant Shelter reserves the right to determine whether a fault is caused by faulty workmanship, faulty materials, or a defective part. If a fault is confirmed, we reserve the right to repair or replace the product at our discretion.
This warranty does not apply to damage caused by wind or adverse weather conditions, unauthorised attachments or modifications, improper storage, accidents, or misuse. It also does not cover damage from fair wear and tear (e.g., scratches, dents, dings, and chipping) or changes in the product’s appearance that do not affect its performance.
STOP USING OVERNIGHT: We do not recommend leaving your gazebo assembled overnight. Pop-up gazebos are considered temporary structures. Unexpected rain or changes in temperature may cause condensation when left up for extended periods, potentially causing serious damage.
PURCHASE PROTECTION INSURANCE: We advise you to seek private insurance to protect yourself and your property against the risk of loss or damage.
This warranty applies only to products purchased from Hercules Instant Shelter or its authorised agents.
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” |
| Solution-dyed Polyester | 2 Year | |||
| Centre Pole Umbrella | Venus umbrella/Eventi umbrella | Residential: 6 Year Commercial: 3 Year |
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| Cantilever Umbrella | Palencia cantilever umbrella | Residential: 3 Year Commercial: 2 Year |
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| Bespoke Display Item | Bespoke Display Item | Fabric | 30 Days | |
| Accessories | Accessories | Accessories | 12 Months |
Note: If a product does not include specific warranty information, a 12-month manufacturing warranty will apply. This excludes seconds and clearance items.
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 warranted to maintain a lightfastness rating of 7-8 on a scale of 1-8 (i.e., no significant fading) for the duration of the warranty period. Colours utilising red and yellow pigments (e.g., red, yellow, orange, pink, etc.) will have a lower colorfastness rating, meaning they will show signs of fading earlier.
This warranty does not apply to any deterioration caused by wind or weather-related damage, misuse, burns, negligence, vandalism, perforations, stains from environmental pollution, or 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:
- Custom-made bespoke products
- Any product/s specifically cut to size at your request
- Any clearance products (Damaged clearance, display model clearance, etc.)
Contact Us
If you have questions about warranty & return, please contact us by:
E-mail: [email protected]
Free Phone: 0800810910
Operation hours: 9:00 AM to 5:00 PM Weekdays, 10:00 AM to 3:00 PM Saturday
