Frequently Asked Questions (FAQs)
Products & Warranty
What warranty coverage do your products come with?
Our products come with a warranty period of 1-3 years from the date of purchase. The warranty covers defects in materials and workmanship. For awning products specifically, the warranty covers:
- Vinyl fabric against holes caused by mildew, excessive cracking, peeling, hardening, or loss of strength under normal conditions
- Hardware components including rollers against bending or breaking under normal use
- Protection against excessive fading (slight colour changes due to UV rays may occur)
Are your products manufactured in Australia?
Yes, our annexes are proudly manufactured in Australia. They're designed to withstand harsh Australian conditions and are based on more than a decade of product research.
What if I need my annexe measured and installed?
We offer measure and install services at any location Australia-wide, including Perth. Our team can provide a custom fit for your annexe without the hassle of measuring yourself.
Ordering & Shipping
How long will it take to receive my order?
- Standard domestic shipments typically take 2-7 days in transit
- Orders are usually dispatched within 2-4 business days of payment
- Western Australia deliveries may experience transit times of up to 3 weeks for locations outside WA
- During peak periods and public holidays, additional dispatch days may apply
Can you ship to P.O. Box addresses?
Yes, we can ship to P.O. Box addresses using postal services where available. However, courier services are not available for P.O. Box deliveries.
What happens if an item is out of stock?
If an item is out of stock, we'll reserve any existing items in your order and wait for the out-of-stock item to become available before dispatching your complete order. We'll keep you informed of any delays.
Returns & Refunds
What is your return policy?
- Returns due to change of mind must be requested within 7 days of receiving the item
- Items must be returned in original packaging, unused, and in resalable condition
- Custom-made items are non-refundable due to change of mind
- Return shipping costs are the customer's responsibility
- Refunds are processed as store credit for future purchases
What if I receive a damaged parcel?
If possible, reject the parcel from the courier and contact our customer service immediately. If the parcel was delivered without you being present, please contact customer service for next steps.
Are sale items returnable?
No, we do not accept returns on sale items or gift cards.
Installation & Maintenance
How do I maintain my annexe?
Regular cleaning is important to prevent mildew formation. Keep the fabric clean as mildew can form on dust and dirt and stain the fabric. Follow the care instructions provided with your product for the best results.
What conditions aren't covered under warranty?
The warranty doesn't cover damage caused by:
- Storm, wind, or rain damage
- Water pooling on the fabric
- Stretching of fabric due to water pooling
- Normal wear and tear
- Unauthorised modifications or repairs
- Use of unauthorised parts or accessories
- Overloading or accidents
- Improper use or maintenance
Contact & Support
How can I contact customer service?
- Email: wilfords1@wilfords.com.au
- Phone: 08 9459 5155
- Head Office: 1300 783 776
- Email for warranty claims: warranty@xtendoutdoors.com.au
- Address: 6 Church Road, Maddington WA 6109
How do I make a warranty claim?
Contact us within 7 days of noticing the defect. You'll need to provide:
- Original invoice (document or number)
- Product make and model
- Vehicle details (if the product is fitted)
- Description of damage/repair needed
- Photos of the damage
- Relevant maintenance records
