Refund/Returns

In order that we can process your return as quickly as possible we have sent a returns form with your order for you to fill this in and send back with your returned items. Returns should be sent to the follwing address;

It is not possible for you to return your item to our retail stores.

Please Note: There may be times when we may have to refuse returned goods i.e.

- Goods have been used
- Goods are soiled/wet
- Goods have an odour i.e. smoke
- Goods are damaged as a result of misuse or ill-treatment

We reserve the right to do this in any case.

Most returns will be covered in the following categories, however if you feel that your return is not detailed below please contact us. We will do our best to exchange or refund your item as quickly as possible, but please remember that it may take a few days for us to receive the item.

Please note: at the request of some of our suppliers there are some items we may have to send back to the manufacturer for assessment, this may mean there is a delay on either supplying your exchange item or refunding your card.

We understand that we are prone to human error occasionally so if we accidentally send you the wrong item then let us know within 28 days of receiving the item and we will replace it for the correct item and refund any postage cost you may have incurred for returning the item to us. Again this must be agreed with a member of the web team first. Courier collections can also be arranged for you in this circumstance. 

• Unless the tent is faulty it cannot be returned if it has been pitched, even indoors, as this would render it second-hand and therefore unsellable.
• Before erecting your tent for the first time you must read Tent Checklist & Buyers Guide Getting To Know Your Tent and the manufacturer's instructions and adhere to these during tent erection and use. The Tent Checklist & Buyers Guide Getting To Know Your Tent is dispatched with all tents but you can also view a copy from the website.
• If, having erected your tent in accordance with the instructions, you feel that that it is faulty you must inform us within 7 days of the receipt of the tent either by email or telephone. Initially will we try, with the help of the manufacturer, to resolve the fault at a distance e.g. by sending any missing parts. If this fails we will ask you to repack the tent, and return it or part of it to us, enclosing a description of the fault, for inspection by either our experts or the manufacturer's representative. If requested, we will arrange for the tent to be collected, but should your claim not be accepted we will not be able to issue a replacement tent (or tent part) or refund the cost and/or the shipping costs.
• Please note that until the inspection process is complete we will not be able to issue a replacement tent (or tent part) or refund the cost and/or the shipping costs.
• If we/the manufacturer is happy that the fault is as a result of a manufacturing problem or defect, we will of course be happy to replace or refund the tent, plus the return shipping cost.
• Tent poles are very sturdy and rarely break under normal pressure as they are designed that way and are usually only broken due to exerting too much pressure on the pole. This being the case we will not accept the return of tents due to broken poles. If you wish you can send the pole back to us for exchange or repair at a cost of £5.00 plus p&p.

Please Note that refunds are processed by credit & debit card companies less quickly than sales. A refund may take up to 10 days to appear on your statement after it has been authorised.

Please Note: Special Offers are seperate stock items to our normal 10% discount items, some items have a selected colour or size at the Special Offer price. Therefore it is not always possible to exchange Special Offers for the same price.