Returns & Refunds
For any item purchased via our website, it's simple to return any unwanted or faulty items.
Unfortunately, we don't offer free returns, which means you are responsible for sending unwanted items back to us. We recommend that the items are packed well and you use a service that can be tracked or recorded which offers you the relevant insurance against damage or loss.
The Post Office is generally a great option for smaller goods or you could use Parcel2GO as these offer a return service from small to large items, you can also benefit from printerless options along with a range off drop off points or a collection service. We can also offer to email you a DPD drop off label at a cost of £3.99, this is suitable for a return in 1 box up to 20kg (ensure the parcel is under 20kg and the 2 longest sides do not exceed 120cm when added together) - check to see if you have a local DPD Drop off Point nearby.
- Post Office - Up to 2kg. Prices start from just £3.20 per box for a 2nd Class Small Parcel (45cm x 35cm x 16cm) - ideal for a small parcel.
- Parcel2GO - Several options are available from small to large items. Collection, drop off and printerless options are available. Prices start from £2.50 per box for a small box and, for large and heavy items, Parcel2GO can provide a quote.
- DPD Drop off Point - Up to 20kg (ensure the 2 longest sides of the package do not exceed 120cm when added together), price is £3.99 per box - please use the contact us form to arrange this for you.
Alternatively, we can arrange to collect the item(s) from you for £10.00 (1 box up to 30kg, additional boxes charged at £4.00 each). If you need to send anything back weighing over 30kg in one box, we can arrange this but this would cost £60 to £100 per box depending on collection postcode (some areas we are unable to collect from and recommend you return the item to one of our stores or arrange with a courier directly. Please use the Contact us Form to arrange a collection from you. We will be able to deduct this from your entitled refund. We can only arrange to collect items from you Monday - Friday (excluding Bank Holidays)
If you would like to return an item, whether it's something you don't like or no longer need - you can do so, providing it's within 14 days from the date of receiving your order. All unwanted items must be returned in a brand new and unused condition with the original packaging still intact. If you are looking to return an unwanted tent or awning which has been erected/pitched in any way, this will be deemed as a used item - meaning we would be unable to accept this back and start the returns process.
Fill out your returns slip in full, cut it out and place inside the return parcel (this can be found on the front of this invoice). Package the return parcel well for transportation purposes, ensuring the returns slip is within. Please note, the return process may take longer if you don't include your returns slip. If you don't have this, please contact our customer care team.
A refund can take up to 14 days from the date of receiving your items back in our warehouse, however, bank processing times can vary. As soon as we receive the items back we will refund your items and the standard delivery charge (provided the complete order is returned), if only part of the order is returned and some of the items are kept we will just refund the returned items and not the delivery charge.
When a delivery charge has been incurred we will only refund the standard delivery charge, even if you originally selected a more expensive service when you first placed your order. Faulty items can only be repaired or replaced after 28 days and we are unable to offer a refund after this time. Please note, your statutory rights are not affected.
If you find your item(s) to be faulty then please contact as soon as possible to discuss the nature of the fault – providing images of the damage/fault will speed up the return. We will then advise you of the appropriate action to sort out the replacement, refund, parts or repair as necessary.
Most of our products carry a 12 month manufacturer’s warranty, with some brands offering up to 24 months as standard.
If your tent or awning is found to be faulty, develops a fault or has any parts missing, please contact our expert customer care team – providing images of the damage/fault will speed up the return. We will then arrange the replacement, refund, parts or repair as necessary. In some cases we may need to send item(s) back to the manufacturer to determine the fault or to make a repair under the warranty conditions, if this is the case please allow up to a maximum of 28 days.
Please note that due to health and safety reasons, we can only collect clean and dry faulty Tents or Awnings - if this is not the case, we will have to return the item(s) back to you at your expense. Wear and tear, storm damage or broken poles are not covered under the manufacturer’s warranty.
Online Customer Care Team
For any queries regarding online returns and refunds (or anything else online-related), get in touch with our Online Customer Care Team between 9am and 5pm Monday - Friday.
For any item purchased in one of our stores nationwide, please contact them directly or simply take the item(s) back into the store you have purchased from and they will be happy to help. Store contact details can be found on our Store Locator page.