Important Notice: Due to the large scale, specialized logistics, and heavy weight associated with Glamping Tent products, ALL SALES ARE FINAL. Nomastra does NOT accept returns or refunds for "change of mind," personal preference, or external project factors.

By placing an order, you acknowledge that you have read and agreed to the following strict terms.

1. Buyer Responsibility: Permits & Project Viability
The buyer assumes full responsibility for ensuring the product is suitable for their specific site and complies with all local laws. We strictly DO NOT accept returns or refunds for any of the following non-quality related reasons:

  • Regulatory Issues: Failure to obtain necessary government permits, zoning approvals, building permissions, or land-use rights.
  • Project Cancellation: Cancellation of the campsite project, loss of funding, partnership disputes, or business closure.
  • Site Incompatibility: The tent does not fit the intended land size, or the ground conditions are unsuitable for installation.
  • Shipping Refusal: Refusal to accept delivery due to project delays or lack of storage space.

We provide the product only. We are not responsible for the success or legality of your project.

2. The 7-Day Claim Window (Strictly Enforced)
Customers must inspect the package immediately upon delivery. Any claims regarding quality issues, functional manufacturing defects, or critical missing parts must be submitted to our support team within 7 calendar days of the courier's confirmed delivery date (proof of delivery signature required).

  • Late Claims: Any claim submitted after this 7-day window will be automatically rejected, with no exceptions.

3. Definition of Valid "Quality Issues"
Refunds, replacements, or compensations are ONLY triggered by verifiable manufacturing defects that render the product functionally unusable.

  • Covered Defects: Structural failure of metal connectors/poles upon arrival; major fabric tears affecting waterproofing (must be documented before setup); critical missing components.
  • NOT Covered (Non-Refundable):
    • Project failures (as listed in Section 1).
    • Minor cosmetic imperfections (e.g., slight color variations, scuffs on poles) that do not affect structural integrity.
    • Damage caused by improper setup, over-tightening, or failure to follow assembly instructions.
    • Damage resulting from environmental factors (wind, rain, snow, mold) or wear and tear after use.

4. Mandatory Evidence & Approval Process
To initiate a claim for a quality defect, you must submit a formal request to info@nomastra.com including ALL of the following:

  • 1)Order Number and Proof of Purchase.
  • 2)Clear Visual Evidence: High-resolution photos/videos showing the specific defect clearly.
    • Requirement: You must provide photos of the outer packaging to assist in determining transit damage versus user mishandling.
  • 3)Written Statement: A detailed description of the defect.

We reserve the right to reject claims where the damage is determined to be caused by user error or where the return reason is based on project viability rather than product quality.

5. Resolution: Component-Based Replacement (No Full Returns)
Given the modular nature of our tents, we strictly adhere to a "Component-First" Policy.

  • No Full Refunds/Returns: We do not accept the return of an entire tent package due to a defect in a single part.
  • Targeted Solution: If a specific part is defective, we will provide a replacement part or a partial compensation equivalent to the value of that specific part.
  • Sole Discretion: Nomastra reserves the sole right to determine the appropriate solution.

6. Unauthorized Returns
Do not return any items without prior written approval (RMA number). Unauthorized returns will be refused at the warehouse, and the customer will be responsible for all associated shipping, handling, and storage fees.