Frequently Asked Questions (FAQ's)

Q: WHERE CAN I OBTAIN YOUR LATEST BROCHURE?

A: Our latest brochures are available from Approved Retailers or are available to view in the downloads section on this website A request form can also be completed should you wish to receive a printed copy of our latest brochures.

Q: CAN I COME TO THE FACTORY TO PURCHASE TOURING CARAVANS DIRECT?

A: Our caravans are only available through our Approved Retailer network.

Q: WHERE IS MY NEAREST RETAILER?

A: Please refer to the find a retailer section section, or telephone 01207 699 000 and ask for Customer Services.

Q: AT WHICH RETAILER CAN I VIEW THE LATEST MODELS?

A: The find a retailer section on the website will show which brands and model types each Retailer sells. You will need to contact the Retailer directly to find out if they have a particular model in stock, or on order.

Q: CAN I PURCHASE A HANDBOOK AND HOW MUCH DOES IT COST?

A: Some of the most recent handbooks are available to view in the handbooks section. Printed copies can also be purchased at a cost of £15.00.

We can accept payment by credit or debit card and you should contact us by telephoning 01207 699 000 and ask for Customer Services.

Alternatively please send a cheque made payable to "The Explorer Group Ltd" to Customer Services, The Explorer Group, Explorer House, Delves Lane, Consett, Co Durham, DH8 7PE.

Your covering letter should give details of your caravan including the VIN/Conversion number and your name/address to which we will post your handbook. Please be advised that original handbooks are not always available and you may receive a photocopy.

Q: WHY IS THE HANDBOOK NOT SPECIFIC TO MY MODEL?

A: Many of the components used in the manufacture of our caravans are identical throughout our model ranges, so we produce a generic handbook, which covers all models manufactured for that season. If the literature supplied with your caravan does not answer your question then please contact your Retailer for further assistance.

Q. I REQUIRE TECHNICAL OR OTHER INFORMATION, WHO CAN HELP ME?

A. The majority of information you require is available through your Explorer Group Retailer. Should you need to contact Explorer Group Customer Services, then please quote the serial number of your caravan, along with your full name and address if a written reply is required.

Q - CAN YOU TELL ME THE SECOND HAND PRICE OF MY CARAVAN?

A - Unfortunately as a manufacturer we are not involved in the second hand market. You should try to contact a Retailer, Camping and Caravanning Club and/or the Caravan Club. They should be able to give some indication of market value.

Q: WHAT MAXIMUM WEIGHT OF CARAVAN CAN I TOW?

A: That depends upon the kerb weight of your tow car. Best practice is usually to limit the actual laden weight being towed to no more than 85% of the tow car kerb weight.

Your car manufacturer's manual should quote your maximum towing limit and its recommended nose weight.

Q: WHAT IS NOSE WEIGHT, WHY DOES IT MATTER AND HOW CAN I CHECK IT?

A: Nose weight is the download on a tow bar caused by the weight of your caravan when hitched.

Remember this is not the maximum weight of your caravan, as the weight is distributed between the axle wheels (2 or 4) and the jockey wheel. For all Explorer Group caravans built since year 2000, our maximum nose weights are 100kgs, prior to that year they deviated between 75kgs and a maximum of 100kgs. Check yours by supporting the coupling head on your bathroom scales, ensuring that your caravan is level at all times.

Q: WHAT, IF ANY, SPECIAL EQUIPMENT IS NEEDED ON MY CAR BY LAW, TO TOW A CARAVAN?

A: A towing bracket with a 50mm tow ball, 12N electrics socket and 12S electrics socket and a third number plate to go on the back of your caravan are all legal requirements. With effect from 1 October 1982, UK law also requires that a safety device be fitted to a permanent part of the tow bar structure. This is to provide protection in the event of separation of the main coupling whilst in motion and a breakaway cable must also be used where fitted. In addition, extended towing mirrors are highly recommended because you must have an adequate view to the rear of your towing unit.

Q: HOW CAN I AVOID EXCESSIVE CARAVAN SNAKING WHEN I TOW AND WHAT SHOULD I DO IF IT STARTS?

A: The Explorer Group has extensively tested our chassis and we are confident of its stability. However, many other factors can influence your towing unit. When loading your caravan put heavy items low down and mainly over the axle(s). You should not stow tins, bottles or heavy items in overhead lockers, during towing. Everything else should be distributed evenly around your caravan, front and back, and each side of the centreline. Make sure to end up with a suitable nose weight.

Should snaking start, if at all possible don't brake and don't compensate by steering into the swings. Just ease up on the accelerator and allow your speed to gradually decrease until the snaking subsides.

Q: WHAT ARE THE SPECIFIED WEIGHTS FOR MY CARAVAN?

A: Your caravan, MTPLM, MIRO, Essential Habitation Equipment, Maximum User Payload, Maximum Hitch Weight and Optional Equipment Payload can all be found by looking in the latest model section, or the 'Product Archives' on our website or referring to the relevant Technical Specification section of this handbook.

Q: WHAT ARE THE CORRECT TYRE SIZES/PRESSURES FOR MY CARAVAN?

A: Tyre pressures for Explorer Group caravan can be found by looking in the latest model section, or the Product Archive section on our website or by referring to the relevant Technical Specification section of this handbook.

Q: WHAT IS THE CORRECT AWNING SIZE FOR MY CARAVAN?

A: Ground to ground awning measurements for Explorer Group caravans can be found by looking in the latest model section, the Product Archive section on our website or by referring to the relevant Technical Specification section of this handbook.

However, if that information cannot be found then we would suggest that the physical measurement should be obtained by threading a piece of string through the awning channel from ground to ground, and then by measuring the string.

Your awning manufacturer will then advise on the nearest size of awning appropriate for your measurement.

Q: CAN I FIT A BICYCLE RACK/TOP BOX/AIR CONDITIONING TO MY CARAVAN?

A: It may be possible to fit accessories to your caravan but this will depend upon the internal construction of the roof/walls and whether they can support the weight of the accessory. If it is possible your Retailer will be able to advise you, or alternatively they will obtain confirmation and a drawing where necessary, from The Explorer Group. Please note that weight of any accessories will reduce your User Payload allowance.

Q: HOW DOES MY CONTROL PANEL WORK?

A: Please consult the literature supplied with your caravan, as it is a sophisticated electronic component. If you have any problems with the control panel then please inform your Retailer. If they are unable to resolve your problems then they will consult with us, or our supplier for further advice.

Q: HOW DOES MY LEISURE BATTERY AND ELECTRICAL SYSTEM WORK?

A: The battery charger will operate when connected to the mains outlet on a caravan site. The 12V system, with the exception of the 12V fridge and battery charging, will not operate when your caravan is connected to your towing vehicle. If you encounter problems please ensure that you have checked your leisure battery is fully charged and that all fuses are OK. Are other electrical appliances working? Please note that when towing, your leisure battery will receive a trickle charge from your "car" battery, but this is not sufficient to fully charge a discharged leisure battery.

Q: MY INTERIOR LIGHTS ARE NOT WORKING, WHAT DO I DO?

A: It is possible that all of the 230V mains electrical equipment may not be operated simultaneously. A typical UK caravan site mains hook-up point provides a maximum output of 10 amps and on some continental sites, this may be as low as 5 amps. So, for example if you operate a colour TV (2.50 amps), Blown air heater (8.5 amps), water heater (3.9 amps) and interior lights, you may overload your system by using too many appliances at the same time. Switching off other appliances should allow your lights to work.

PLEASE NOTE:

The internal lights in your caravan will not operate whilst the caravan's electrical hitch cables are connected to a towing vehicle with the engine running.

Q: WHERE CAN I GET SPARE PARTS FOR MY CARAVAN?

A: We do not supply spare parts direct to the public at present, but our network of Retailers will be able to source most parts you require. For details of your nearest Explorer Group Retailer please refer to our Find A Retailer section on our website or call 01207 699 000 for assistance.

In addition there are companies that buy up old stock and they may be able to assist you. Their details can usually be found in the advertiser sections of the popular caravan/motorhome press.

Q. HOW MANY YEARS WILL SPARE PARTS BE AVAILABLE FOR MY CARAVAN?

A. In accordance with NCC guidelines, introduced in September 2003, The Explorer Group will endeavour to supply spare parts for a caravan, for up to 8 years before current caravan production. However, this is dependent upon parts availability from our suppliers.

Q. WHY DON'T YOU STOCK PARTS AT THE EXPLORER GROUP FACTORY?

A. Due to the volume of models we produce it is not possible for us to maintain stock levels of every individual component used in our manufacturing process. We do stock commonly requested items, but some items must be made to order to ensure their pristine condition on delivery.

Q. WHAT IF THE PARTS ARE NO LONGER AVAILABLE?

A. Where an original part is no longer available, we will advise a suitable alternative if it is available.

Q. THERE HAS BEEN A DELAY IN RECEIVING PARTS, WHO CAN HELP ME?

A. We do not advise customers to contact The Explorer Group directly, as you will not have the unique sales order identification number that will be required to trace your order. Your Explorer Group Retailer has a dedicated account handler who they can consult about any aspect of their parts order. Please ask your Retailer to consult our Parts Department for this information.

Q. DOES MY CARAVAN HAVE A WARRANTY?

A. Our warranty arrangements are as follows:

• If the original date of purchase is on or after 1 September 02, your caravan conversion is supplied with a 3 year manufacturer's warranty, details of which can be found in your owner's handbook. In addition, there is also a 5-year water ingress Code of Practice.
• If the original date of purchase is before 1 September 02 your caravan conversion was supplied with a 1 year manufacturer's warranty and a 2 year extended warranty underwritten by MB&G Insurance. The Explorer Group paid for the extended warranty on receipt of the completed proposal form, from the Retailer. You should have a copy of this form within your extended warranty policy booklet. The 5-year water ingress Code of Practice may also apply depending on the original date of purchase.
• All warranties are dependant upon compliance with the relevant terms and conditions, particularly regarding annual servicing. Full details are supplied in the owners' literature pack.

Q. CAN I EXTEND THE WARRANTY OF MY CARAVAN?

A. No. Explorer Group warranty cannot be extended, but some retailers offer comprehensive packages and these are sold as an insurance backed policy. Please consult your retailer.

Q. IS THE WARRANTY TRANSFERABLE TO SUBSEQUENT OWNERS?

A. The warranty can be transferred to subsequent owners, for a payment of £25. Cheques should be made payable to The Explorer Group Ltd. and sent with evidence of ownership to The Warranty Department, The Explorer Group, Explorer House, Delves Lane, Consett, Co. Durham DH8 7PE.

Q. DOES MY CARAVAN NEED TO BE SERVICED EVERY YEAR?

A. In order to protect your investment and to comply with the warranty conditions, you must have your caravan serviced annually. We strongly recommend that you continue to have your caravan professionally serviced, even after the warranty has expired.

Q: CAN I TAKE MY TOURING CARAVAN FOR AN ANNUAL SERVICE AT A RETAILER OR SERVICE CENTER, OTHER THAN WHERE I PURCHASED IT?

A: Customers can take their touring caravan to any approved Explorer Group Retailer or Service Centre, providing that the Retailer or Service Centre agrees to do this work.

Q. WHO CAN SERVICE MY CARAVAN?

A. We would always recommend that an approved Explorer Group Retailer, or Service Centre undertakes the annual service. However, we will accept services completed by a Jones Vening approved company, but not warranty work.

Q. WHO CAN CARRY OUT WARRANTY WORK ON MY CARAVAN?

A. Your supplying Retailer is obliged to undertake your warranty work. However, any approved Explorer Group Retailer or Service Centre can undertake the work, but this is at their discretion.

Q. I AM HAVING TROUBLE BOOKING MY CARAVAN FOR ITS SERVICE, IN LINE WITH THE REQUIREMENTS. WHAT TIMESCALE IS ACCEPTABLE?

A. We will allow a delay of 60 days after your service is due, but subsequent annual services should still be undertaken as close as possible to the anniversary of the original date of purchase. Except for years 3 and 5 that must be on or before the anniversary of the original date of purchase.

Q. I HAVE A PROBLEM WITH MY CARAVAN, WHO CAN HELP ME?

A. We would always recommend that you contact your supplying Retailer, or if this is not convenient, your local Explorer Group retailer or Explorer Group Approved Service Centre, so that an inspection can take place, and the necessary course of action agreed.

Q. I AM UNHAPPY WITH THE SERVICE I HAVE RECEIVED FROM MY RETAILER, WHERE DO I GO FROM HERE?

A. We would recommend that you write to your Retailer, detailing your problems and requirements, requesting a response explaining how they will resolve your complaint. A copy of your letter can also be forwarded to The Explorer Group Customer Relations Manager, quoting the serial number of your caravan. Please be assured that we will assist your Retailer in resolving any problems.