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Just returned from Cornwall using our Outwell Vermont L and where our first week was windy and lots of rain. We were extremely disappointed with the tent as it leaked badly at the seams, causing drops to form puddles which then ran under the wardrobe and bedrooms. I have been told by the retailer that I should have used the seam sealant that is supplied with the tent. This doesn't seems right to me, as I would have expected the tent to be waterproof from day 1 and I shouldn't have to spend my time sealing a new tent (maybe later in a few years for repairs). We have camped using a variety of tents for the last 20 years and have never experienced leaking seams. When I told the retailer that I planned on returning the tent for a replacement, exchange for a different tent (might go back to canvas) or a refund (might want a tent not supplied by this retailer), he told me that a refund was out of the question because no tent manufacturer would ever guarantee that their tent was 100% leak proof, and that is why most manufacturers including Outwell supplied sealant with their new tents. He also told me that he would test the tent to check that is does actually leak. I believe the tent is not fit for purpose and I am entitled to a refund if I wanted one. I would appreciate advice on: a) How would the supplier check for leaks and would it be effective? b) Am I entitled to a refund if I wanted to go down that route? Thanks

Dave

One thing to remember is a fault to a retailer is not a fault untill proven.

So yes they can get it tested if there is not a visible fault with the tent, So they can send it back to outwell to get the tent tested, outwell do this by placing the tent under a extreamly large shower type unit and it rains 3months worth of rain in 1 hour, If that doesnt test the tent i dont know what will.

But this has to be done within a reasonable amount of time.

The only way you could make a totally waterproof tent is from a seamless bubble of plastic with a hole cut from the door...and then not only would it leak at the zip, you`d drown in your own condensation.

He`s quite right, your retailer....no tent manufacturer will guarantee their tent 100% waterproof. The quality control required to test every seam in every tent for that stray leaking stitch hole that`s being pulled by a toggle point would add a considerable amount to the cost of every tent. However any leakage should be minor...ie not unreasonable. A few drops from a seam in torrential rain is to be expected. Puddles on the floor however are unreasonable leakage, and that`s why Outwell will need to test it before refunding.

Retailers have different levels of customer service, btw. Some will refund automatically just in the interests of good customer relations. But the retailer is well within their rights to refuse a refund until the fault is demonstrated, as has been said. Otherwise they could get their fingers badly burned by refunding on tents that are later found to be within the acceptable limits and that Outwell won`t replace on. Plus of course it`s not uncommon for people to take used tents back as faulty when they`ve just changed their minds. (I`m NOT accusing you of this, Dave!)

If it`s as bad as you say, Outwell will replace or refund. But it will take time.