Service

As part of our customer care, we also provide post-warranty service for our products. This covers all repairable defects that:

• Occurred after the warranty period expired
• Are not covered by the warranty

Please fill out the Service form, print it out, and together with the product  , pack it properly and send it to our address: Activent 365 s.r.o. - Service and Complaints Department, Běloveská 187, 547 01 Náchod

Please write your preferred method of transport and payment by hand at the bottom of the form, in the field for other additional information.  If the method of transport and payment is not filled in, we will automatically send PPL with cash on delivery.

The goods must be clean and dry, otherwise we will send the goods back at your expense.

The price of the service depends on the complexity of the work.

Note: We do not accept cash on delivery parcels!!!

Spare parts

For inquiries about spare parts for Pinguin products, please use the contact form at the bottom of this page (GO).

Tent service

Unlike with complaints, you do not need to send the entire tent for servicing, just the damaged parts. Please mark the specific locations of the defects (tears, rips, etc.) with adhesive tape or chalk so that they can be found without having to set up the tent. This will make it easier for us to find the defects and speed up the repair process.

This does not apply in the following cases:

• replacement of entire parts of the tent (flysheet, bedroom) when it is necessary to ensure that the new parts fit the tent correctly.
• restoration of the impermeability of the seams/surface of the flysheet and bedroom floor

Repairing taping

Loose seam taping cannot be reattached. We repair this by manually coating the seams with polyurethane or silicone (depending on the tent material). If only the seams need to be coated, the repair cost ranges from CZK 1,000 to CZK 1,500. If the entire coating needs to be renewed, the price can rise to CZK 2,200. For this type of repair, we need to receive the entire tent, including the frame.

Replacement tent poles

In the event of broken tent poles, we are able to supply replacement segments or entire poles. To order them, please use the contact form Order tent segments.

Note: Replacement segments cannot be ordered for the following tent types: Arris, Arris Extreme DAC, Echo 1 DAC, Echo 2 DAC, Aero 2 DAC, Aero 3 DAC. We only service the duralumin structures of these tents at our facility in Náchod.

Note: Outside the Czech Republic, we only ship segments after payment in advance.