Returns & Damaged Goods
Orders placed from 15th November 2020 will include an extended returns period to 15th January 2021 to notify us of a return. Please see below for further details on returning unwanted items.
If you would like to return an unwanted item or cancel an order, please notify us in writing within 30 days of purchase. We will then confirm your return request via email and send you a unique returns number with further details.
All items must be returned to us in an unused and resalable condition (including all packaging and labels) within 14 days of submitting a return request.
Please note: an awning/tent that has been pitched can no longer be considered unused and in a re-saleable condition.
Customers are responsible for the cost and safe carriage of returning items to us and we recommend using a tracked service where possible.
Once a return has been received, it will be inspected to confirm that all items are in a completely resalable condition and a full refund can then be issued for the returned items within 14 days of receipt.
If a delivery charge was incurred on the original order, we will refund the cost of a standard delivery charge providing the order has been returned in full.
If your item(s) have arrived damaged, please notify us as soon as possible and within 2 working days of receipt, ideally with images of the damage to the item and packaging. We will then advise you of the available options to resolve the issue whether this be a refund, replacement part or exchange.
If you have received an item that is faulty please inform us as soon as possible so we can advise on how best to resolve your issue. If possible, please email images of the fault as this will help to speed up the process.
Within 30 days
Item(s) reported as faulty within 30 days of receipt can be returned for a full refund, or if preferable an exchange or repair can be offered if available. For certain products including awnings, the faulty item may need to be returned to the manufacturer to confirm the fault. If a fault is confirmed, you are entitled to a full refund or if preferred we can offer an exchange or repair if available.
Outside 30 days
Item(s) reported to be faulty after 30 days of receipt can be returned for inspection under the manufacturer’s warranty and if found to be faulty a repair or exchange will be offered. For any awning issues, the awning will need to be returned to the manufacturer for testing and inspection to confirm that the fault is covered under warranty - we will arrange this on your behalf. Items that need to be returned to the manufacturer for an inspection or repair can sometimes take up to several weeks to be processed during busier summer periods.
Under the Consumer Rights Act 2015 you have the right to cancel your order for any item purchased on our website and claim a full refund of the price paid for the goods.
To cancel your order you must notify us in writing via email within 14 days from date of ordering - please email email@example.com. We will confirm your cancellation and send you a returns number and instructions - the goods must then be returned in an unused and re-saleable condition i.e. with plastic bags, hang tags etc. intact within thirty  days of order date. You are responsible for the cost of safe carriage back to us - unfortunately, original delivery charges cannot be refunded.
If your goods are damaged in transit you must notify us in writing via email at firstname.lastname@example.org within five  working days of receiving your delivery. We will then send you an email with a returns number and details of how to return the damaged item for replacement or refund.
Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund. You must notify us by email at email@example.com within 30 days from date of ordering. This right is limited to 30 days from the date you buy your product. After 30 days you will not be legally entitled to a full refund if your item develops a fault. If you are outside the 30 day right to reject, we will offer to repair or replace the item in the first instance.
Large high value items such as drive-away awnings need to be sent back to the manufacturer for inspection. This process is the same for all UK outdoor retailers and is by far the fastest way to identify any faults - awning manufacturers have purpose-built inspection facilities to enable the quickest turnaround time.
We will arrange collection on a convenient day from a home or work address. Usually, if the returns form is filled early enough, this can usually be arranged for next day pick-up. If the fault is minor and the awning can be still be used, we can defer collection to a later more convenient date.