Returns Policy – For website only
For all returns, you should contact us first to arrange.
In general, proof of posting should be obtained and produced as evidence of despatch in the event of goods being lost in transit.
If you are returning goods which you have decided you do not want, under the distance trading regulations you have 14 calendar days in which you can change your mind and cancel your contract with us. This 14 days begins from the day your receive your goods. Please let us know as soon as you decide that you have changed your mind. You must return the goods within 14 days and they should be returned in an unused condition in their original packaging. Returns for this reason will be at your own cost. If you require help, we can arrange for a courier collection at your own cost.
You have a cooling-off period of 14 calendar days in which you can cancel the order, starting from when the goods are received, without having to give a reason.
All applicable refunds of returned goods will be processed within 14 days from the date of product return. Refunds will not be issued until we have received the product in its original or delivered state, and in an unused condition. Please note - any delivery charges will not be refunded.
For items which are faulty, please see 'Damaged, incorrect or faulty goods'.
If returned goods show signs of unreasonable use leading to diminished value we have the right to deduct for damage or wear and tear where the item has not just been checked but used.
Damaged, Incorrect or Faulty Goods
If you have a problem with an item which you have ordered, please contact us straight away, by phoning us on 01452 742233, or emailing firstname.lastname@example.org. You the customer are solely responsible for inspecting the product upon delivery. In the unlikely event your order is received damaged, or is faulty or incorrect, please contact us within 24 hours of receipt.
For faulty goods we will arrange to repair or replace your order, as long as the product has been used as intended and does not, on examination, display any signs of misuse. If faulty, please enclose a letter stating the fault(s) and return the item to us. This does not apply to faults caused by accident, neglect or misuse, for which there will be no refund or exchange. This does not affect your statutory rights.
Should you need to return a product due to an error on our part, we will exchange or refund the product for you. We will also refund any reasonable associated carriage costs.
Your new tent/awning is covered against faults in both materials and workmanship for a period of one year from the date of purchase.
Please note that this guarantee does not cover damage to the tent, its poles or other components which are caused by the following:
- stormy or windy conditions
- accidents or misuse
- general wear and tear
- incorrect erection
We allow a period of 28 days for you to inspect and check your new tent/awning. If there are any obvious genuine faults, please inform us and the tent may be returned for repair, exchange or refund within this period. Other less obvious faults, e.g. leaks, may require us to retain the tent for testing or send the item to a third party for verification.
After this period of time, if you believe your tent to have a genuine manufacturing fault, please contact us in the first instance by telephone, letter or email. In the event that you subsequently need to return your tent to us, please note:
- Tents must be accompanied by the original receipt.
- Replacement parts are normally in stock but may occasionally take a few weeks to obtain.
- Some tents may need to be erected and assessed, which may take over a week depending on weather.
- Very occasionally tents may need to be returned to a third party for assessment and verification and this may take several weeks.
- Tents and awnings need to be in a dry and clean condition in order to be inspected. If a tent or awning is returned and we find that this is not the case, we have the right to return it to you uninspected or charge you a fee.
Printing and pricing errors
In the event a product is listed at a wrong price either due to human error or incorrect pricing information received from our suppliers, we have the right to refuse or cancel any orders placed. If payment has been charged for the purchase and your order is cancelled we will immediately issue a full refund. We reserve the right to alter prices and specifications at any time without prior notification, so please check before placing your order.
WEEE and RoHS Directives
The Waste Electrical and Electronic Equipment Directive (WEEE Directive) is the European Community directive 2002/96/EC on waste electrical and electronic equipment (WEEE) which, together with the RoHS Directive 2002/95/EC, became European Law in February 2003, setting collection, recycling and recovery targets for all types of electrical goods.
Some of the products we sell may contain substances that can be hazardous to the environment if not disposed of properly.
Electrical and electronic equipment should never be disposed of with your general waste collections but must be separately collected for their proper treatment and recovery. The bin symbol (below) is applied to any product that requires WEEE compliant disposal.
The crossed-out bin symbol, which you may see on some of our products, reminds you of the need to dispose of the product correctly at the end of its life. In this way you will assist in the recovery, recycling and reuse of many of the materials used in this product. At the end of the life of your product please contact us for information on disposal arrangements.
When buying a new product from us you may be entitled to return an end of life product of equivalent type that has fulfilled the same functions as the new equipment to be supplied.
Where possible, also recycle your packaging. With your help it is possible to reduce the amount of electrical and electronic waste ending up in landfill and to improve quality of life by preventing the release of potentially hazardous substances into the environment.