Cancellation policy
At Ticket to the Moon, we stand behind the quality of our products. Each product leaves our factory only after a quality check and should be free from manufacturing defects.
This guarantee is in addition to your statutory consumer rights and does not affect them.
Legal Rights
Customers may have legal rights under the consumer law of the country where the product was purchased.
For purchases in the European Union, a legal warranty of 2 years from the date of purchase generally applies. If you purchased your product from a retailer, please contact that retailer first.
TTTM Tribe Guarantee
All Ticket to the Moon products are covered by the applicable legal warranty or guarantee.
For our standard range, we additionally offer a voluntary 8-year limited commercial warranty extension against material and manufacturing defects.
This means: Registered standard products can receive up to 10 years of protection from the date of purchase in total.
To activate the additional 8-year TTTM Tribe Guarantee, register your product by joining the TTTM Tribe. As part of the Tribe, you can receive useful product tips, repair advice, warranty updates, stories, offers, and Ticket to the Moon news via email. You can unsubscribe at any time.
The additional 8-year TTTM Tribe Guarantee applies only to standard Ticket to the Moon products. It does not apply to waterproof products or Lightest products.
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Note: This extended guarantee applies only to the standard range and not to waterproof items or Lightest products.
Coverage & Limitations
Understanding "Wear and Tear" vs. Defects
Our products are made from high-performance materials that are lightweight, strong, and packable. However, these materials can be sensitive to environmental influences and improper handling. In particular, Lightest fabrics and ultra-light products are delicate and require special care.
This warranty DOES NOT cover:
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UV degradation from prolonged sun exposure, which can make nylon brittle or discolor it.
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Weather or environmental damage, including wind, continuous rain, mold, campfire sparks, embers, or animal damage.
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Improper setup or use, including hanging the hammock too high off the ground.
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Exceeding the maximum weight capacity of 200 kg / 440 lbs.
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Dynamic loading, such as jumping, aggressive swinging, or bouncing.
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Damage from sharp or rough objects, including jewelry, knives, rocks, zippers, buckles, or contact with rough ground.
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Any modification or unauthorized repair.
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Loosened or altered knots at the ends of the hammock.
Consumers are entitled to a right of withdrawal in accordance with the following provisions, whereby a consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither commercial nor self-employed:
A. Right of Withdrawal Information
Right of Withdrawal
You have the right to withdraw from this contract within 30 days without giving any reason.
The withdrawal period is 30 days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the last goods.
To exercise your right of withdrawal, you must inform us (Ticket to the Moon Gmbh, Herklotzgasse 21/1 1150 Vienna, office.europe@ticketothemoon.com, Phone:+43 660 66 83 835) by means of a clear statement (e.g. a letter sent by post or e-mail) of your decision to withdraw from this contract. You can use the attached model withdrawal form, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, excluding the delivery costs, without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in no event will you incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back or hand over the goods to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.
We will bear the costs of returning the goods (providing a return label by e-mail), provided that the product was not delivered in immaculate condition.
You only have to pay for any diminished value of the goods if this diminished value is due to handling them in a way not necessary for checking the quality, characteristics and functioning of the goods.
Exclusion or Premature Expiry of the Right of Withdrawal
The right of withdrawal does not apply to contracts for the supply of goods that are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.
The right of withdrawal does not apply to contracts for the supply of goods whose price depends on fluctuations in the financial market over which the entrepreneur has no control and which may occur within the withdrawal period.
Linked/Financed Transactions
If you finance this contract through a loan and later withdraw from it, you are no longer bound by the loan agreement either, provided that both contracts form an economic unit. This is to be assumed in particular if we are also your lender or if your lender makes use of our cooperation with regard to the financing. If the loan has already flowed to us when the withdrawal becomes effective or upon return of the goods, your lender shall assume our rights and obligations from the financed contract in relation to you regarding the legal consequences of the withdrawal or return. The latter does not apply if the present contract concerns the acquisition of financial instruments (e.g. securities, foreign currency or derivatives). If you want to avoid a contractual commitment as far as possible, make use of your right of withdrawal and also withdraw from the loan agreement if you are entitled to a right of withdrawal for it.
General Notes
1) Please avoid damage and contamination of the goods. Please return the goods to us in their original packaging with all accessories and all packaging components. If necessary, use protective outer packaging. If you no longer have the original packaging, please use suitable packaging to ensure adequate protection against transport damage.
2) Please do not return the goods to us freight collect.
3) Please note that the aforementioned points 1-2 are not a prerequisite for the effective exercise of the right of withdrawal.
B. Withdrawal Form
If you wish to withdraw from the contract, please fill out this form and send it back.
To
Ticket to the Moon GmbH
Herklotzgasse21/1
1150 Vienna
Austria
I/We (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)
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Ordered on (*) ____________ / received on (*) __________________
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Name of consumer(s)
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Address of consumer(s)
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Signature of consumer(s) (only for communication on paper)
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Date
(*) Delete as appropriate