MICKAGEAR — WARRANTY & WARRANTY CLAIMS POLICY

Last updated: 09/10/26

At Mickagear, we want you out camping, not sitting in the shed staring at a broken tent wondering who you’re supposed to call.

If something goes wrong with a product you’ve purchased from us, talk to Mickagear first. We’ll assess the problem, work out what applies and do our best to get you back on the road.

This Warranty Policy explains how Mickagear handles voluntary warranties, manufacturer warranties and warranty claims.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law (ACL).

1. Australian Consumer Law Comes First

Australian Consumer Law provides consumers with automatic guarantees when they purchase goods.

These guarantees are separate from any voluntary warranty or manufacturer’s warranty.

Depending on the circumstances, a consumer may be entitled to a repair, replacement, refund or other remedy where a product does not meet the consumer guarantees.

A warranty does not replace, reduce or remove those rights.

Consumer guarantees may continue to apply even after a voluntary warranty period has expired, depending on the product, the circumstances and what a reasonable consumer would expect.

2. What We Mean by “Warranty”

A warranty is an additional promise about what will happen if a product develops a covered problem.

Mickagear may provide or facilitate warranties in several ways, including:

• a manufacturer’s warranty;
• a supplier warranty;
• a product-specific Mickagear warranty;
• a warranty stated on a product page, invoice or other sales documentation; or
• a warranty provided with the product by its manufacturer.

The specific warranty period and conditions applicable to a product will be those stated for that product at the time of purchase.

If a product has no separately stated Mickagear warranty period, this policy does not create a new fixed warranty period.

This does not affect any rights the customer has under Australian Consumer Law.

3. Who You Deal With

If you purchase a product from Mickagear and believe there is a warranty issue or product defect, contact Mickagear first.

You do not need to spend your afternoon chasing a manufacturer overseas before speaking to us.

Mickagear may communicate with the manufacturer, supplier or freight provider behind the scenes where necessary.

Our aim is to keep the customer-facing process as simple as reasonably possible.

4. Roof-Top Tent Warranty Claims

Roof-top tents are large, complex products containing multiple components and moving parts.

A reported problem may involve:

• fabric;
• stitching;
• zips;
• windows;
• mattresses;
• hinges;
• gas struts;
• ladders;
• mounting hardware;
• brackets;
• poles;
• buckles;
• straps;
• rails;
• frames;
• shells;
• electrical components, where applicable; or
• another component supplied with the tent.

Mickagear will assess the reported problem and determine the appropriate course of action.

Depending on the circumstances, this may involve:

• supplying a replacement component;
• supplying spare parts;
• arranging a repair;
• arranging a manufacturer warranty remedy;
• replacing the product;
• providing a refund; or
• another remedy required by Australian Consumer Law.

A complete roof-top tent replacement is not automatically required for every warranty issue.

Where a defective component can reasonably be replaced or repaired, that may be an appropriate remedy.

Where the nature of the failure requires a replacement product or another remedy under Australian Consumer Law, Mickagear will provide the remedy required by law.

5. Spare Parts and Component Repairs

Mickagear may maintain replacement parts for common products where reasonably practicable.

Depending on the product, this may include items such as:

• gas struts;
• ladder components;
• hinges;
• brackets;
• mounting hardware;
• bolts, nuts and washers;
• straps;
• buckles;
• poles;
• zips;
• replacement fabric components; and
• other serviceable parts.

Where a replacement part is an appropriate remedy, Mickagear may provide or arrange the relevant part rather than replacing the entire product.

This is intended to get customers back using their equipment quickly and to avoid unnecessary replacement of an otherwise serviceable product.

6. How We Assess a Warranty Claim

To assess a warranty or product-defect claim, Mickagear may reasonably request:

• customer’s name;
• order number;
• proof of purchase;
• product name and model;
• serial number, where applicable;
• photographs;
• video;
• description of the problem;
• information about installation;
• information about how the product has been used;
• information about the vehicle or mounting system, where relevant; and
• other information reasonably required to understand the problem.

For safety-related problems, we may ask the customer to stop using the product until the issue has been assessed.

7. Installation and Mounting

For roof-top tents, ladders and mounting equipment, correct installation is particularly important.

Warranty assessment may take into account whether the product was:

• installed according to the manufacturer’s instructions;
• mounted to a suitable vehicle or roof-rack system;
• used within specified weight and load limits;
• installed using appropriate mounting hardware;
• modified after purchase; and
• maintained and used in accordance with the manufacturer’s instructions.

Incorrect installation does not automatically remove Australian Consumer Law rights.

However, damage caused by incorrect installation may not be covered by a voluntary warranty where the product itself was not defective.

8. Misuse, Damage and Unauthorised Modification

A voluntary warranty may not cover problems caused by circumstances such as:

• intentional damage;
• accidental damage;
• misuse;
• abuse;
• neglect;
• incorrect installation;
• use contrary to manufacturer instructions;
• exceeding specified load or weight limits;
• use outside the intended purpose;
• unauthorised modifications;
• cutting, drilling or altering structural components;
• continued use after a known safety problem;
• use of damaged equipment;
• improper storage;
• exposure to conditions outside the product’s intended use; or
• normal wear and tear.

These exclusions apply to the voluntary warranty only and do not remove any rights available under Australian Consumer Law.

9. Normal Wear and Tear

Camping and outdoor equipment is exposed to:

• sunlight;
• rain;
• wind;
• dust;
• dirt;
• moisture;
• salt air;
• temperature changes; and
• repeated use.

Some deterioration over time is therefore normal.

Examples may include ordinary cosmetic wear, fading, minor surface deterioration and wear to components caused by normal use.

Whether a particular issue is ordinary wear and tear, accidental damage or a product defect will depend on the circumstances.

Mickagear will assess the reported problem reasonably.

10. Weather and Environmental Damage

Products should be used and stored in accordance with their instructions and intended purpose.

Damage caused by severe weather, storms, flooding, falling objects, prolonged exposure to unsuitable conditions or other environmental events may not be covered by a voluntary warranty.

This does not affect any applicable Australian Consumer Law rights.

11. Warranty Claims for Accessories and Other Products

The same general approach applies to camping equipment, ladders, mounting equipment and other products sold by Mickagear.

The applicable remedy will depend on:

• the product;
• the manufacturer’s or supplier’s warranty;
• the nature of the problem;
• how the product was used;
• whether the product was installed correctly, where applicable; and
• Australian Consumer Law.

Where a supplier or manufacturer provides a specific warranty, Mickagear may use that warranty process when appropriate.

12. Manufacturer and Supplier Warranties

Mickagear may work with manufacturers and suppliers to obtain warranty parts, repairs, replacements or other remedies.

The manufacturer’s warranty may contain conditions specific to that product.

However, Mickagear remains your point of contact for your purchase from Mickagear, and manufacturer warranty arrangements do not remove applicable consumer rights against Mickagear.

13. Warranty Periods

Where a manufacturer or Mickagear provides a specific warranty period, that period will be communicated in the relevant product information or documentation.

Warranty periods may differ between products and manufacturers.

A warranty period is not a statement that the customer’s legal rights under Australian Consumer Law end when that period expires.

14. Freight and Warranty Claims

For large or heavy products such as roof-top tents, please contact Mickagear before arranging return freight.

Do not independently organise expensive freight unless we have instructed you to do so.

Where Mickagear is legally required to bear reasonable return, collection or transportation costs for a faulty or non-compliant product, we will do so.

For warranty claims that fall outside Australian Consumer Law obligations, freight arrangements will depend on the applicable warranty terms and circumstances.

15. Inspection

Mickagear may need to inspect a product before determining an appropriate warranty remedy.

Depending on the circumstances, this may involve:

• photographs;
• video;
• remote troubleshooting;
• inspection by Mickagear;
• inspection by a technician;
• inspection by the manufacturer or supplier; or
• physical return of the product or component.

We will explain what is reasonably required before asking the customer to incur significant costs.

Any inspection or return arrangements will be handled in accordance with applicable legal obligations.

16. If a Warranty Claim Is Approved

Where a voluntary warranty claim is approved, Mickagear may, depending on the applicable warranty:

• supply a replacement part;
• arrange a repair;
• supply a replacement product;
• arrange manufacturer or supplier replacement;
• reimburse an approved reasonable cost, where applicable; or
• provide another remedy specified by the applicable warranty.

The particular remedy will depend on the warranty terms and the circumstances.

Where Australian Consumer Law requires a different remedy, the legal remedy will apply.

17. If a Warranty Claim Is Not Covered

If Mickagear determines that a problem is not covered by the applicable voluntary warranty, we will explain the reason where reasonably possible.

For example, a voluntary warranty may not cover damage caused by misuse, accidental damage, unauthorised modification or incorrect installation.

Where appropriate, Mickagear may still be able to offer:

• replacement parts;
• paid repairs;
• troubleshooting assistance;
• manufacturer assistance; or
• other available options.

A decision that a problem is not covered by a voluntary warranty does not necessarily mean that the customer’s Australian Consumer Law rights have been exhausted.

18. Multiple Products or Components

Where a product contains multiple components, a fault in one component does not necessarily mean the entire product must be replaced.

Mickagear may replace or repair the affected component where that is an appropriate remedy.

Where the failure is a major failure or the law otherwise requires a replacement or refund, Mickagear will provide the remedy required by Australian Consumer Law.

19. Safety Problems

If you believe a product presents an immediate safety risk:

Stop using it and contact Mickagear.

Do not continue using equipment that is visibly damaged, structurally compromised or otherwise unsafe.

Where appropriate, Mickagear may provide instructions about isolating the product while the issue is investigated.

20. How to Make a Warranty Claim

Contact:

Mickagear
ABN: 28 418 790 935
Email: admin@mickagear.com
Phone: 0432 941 622

Please provide:

1. Your name.
2. Your order number or proof of purchase.
3. The product name and model.
4. The date of purchase.
5. A description of the problem.
6. Photographs or video, where appropriate.

We may request further information where reasonably necessary to assess the claim.

For roof-top tents and other large products, please do not arrange return freight before contacting Mickagear.

21. Our Commitment

Mickagear will assess warranty claims fairly and in accordance with the applicable warranty terms and Australian Consumer Law.

We will communicate with the customer about the problem and, where appropriate, work with our manufacturers and suppliers behind the scenes to obtain a practical solution.

We’re a small business, so we’d rather fix the problem than make you complete twelve forms, contact three manufacturers and sacrifice your first-born to the freight company.

Where a genuine product problem exists, we’ll do our best to get you sorted.

22. Important Legal Notice

Nothing in this Warranty Policy is intended to:

• exclude or restrict Australian Consumer Law;
• limit consumer guarantees;
• state that a customer’s rights end when a voluntary warranty expires;
• require a customer to deal directly with a manufacturer where the customer has a claim against Mickagear; or
• exclude any liability that cannot legally be excluded.

Where this policy conflicts with a non-excludable legal right, the legal right will prevail.

23. Contact Mickagear

For warranty enquiries, product concerns or assistance with a claim, contact us using the details below.

Mickagear
ABN: 28 418 790 935
Business address: Suite 1208/530 Little Collins Street, Melbourne, VIC 3000, Australia
Email: admin@mickagear.com
Phone: 0432 941 622

Please contact us before arranging return freight or incurring significant costs in connection with a warranty claim.