Return & Warranty Policy

Last Updated: January 2025

Return Policy

Important Notice: As manufacturers of custom aluminum structure tents, returns are strictly limited.

Eligible for Return

Returns are ONLY accepted under these circumstances:

  • Product received damaged during shipping
  • Product not matching agreed specifications in contract
  • Wrong product delivered
  • Manufacturing defects discovered upon delivery

Return Process

  • Report within 48 hours of delivery with photographic evidence
  • Our technical team will assess within 2-3 business days
  • Resolution options:
    • Free replacement of damaged components
    • On-site repair by our technical team
    • Full replacement for incorrect orders

Non-Returnable Items

  • Custom-made or made-to-order tents (unless defective)
  • Products after installation has commenced
  • Any items used or modified by client

Order Cancellation & Refunds

Cancellation Policy:

  • Within 24 hours of order: 100% refund possible
  • After 24 hours: Subject to production status
  • After production starts: No cancellation permitted
  • Confirmed orders with advance paid: Cannot be cancelled, no refunds issued

Refund Processing:

  • Approved refunds processed within 5-7 business days
  • Returned via original payment method (Stripe)
  • Bank processing: Additional 3-5 business days

Warranty

Industry-Leading Warranty Coverage:

  • Aluminum Structure: 10 Years
  • PVC Top Cover: 5 Years
  • Accessories: 1 Year

Warranty Includes:

  • Manufacturing defects
  • Structural integrity issues
  • Premature wear under normal use conditions
  • Free replacement parts (shipping charges may apply outside UAE/KSA)

Warranty Excludes:

  • Damage from extreme weather beyond specifications
  • Improper installation or unauthorized modifications
  • Normal wear and tear
  • Misuse, mishandling, or neglect
  • Damage by other contractors on site

Important Terms

  • Tents are custom manufactured based on approved drawings
  • Production commences only after advance payment
  • Site measurements supersede initial quotations
  • Any variations after production starts are client's responsibility

Contact for Returns & Warranty

xGlobal Industries LLC

Phone: +971 4 836 9499

Email: cs@xglobal-tents.com