Returns
Return Unwanted/Unused Items.
If you have received an item as ordered but you would like to return it please send to the address below with a note of your requirements and order number. All items must be returned unworn or unused. Please ensure that swing tags are attached or enclosed and that garments are folded as supplied in the original packaging. Anyone buying clothing during December as a Christmas present will be able to return goods until the end of January providing the goods are returned unworn or unused. If returning unused, unwanted Christmas goods, please ensure that swing tags are attached or enclosed and that garments are folded as supplied in the original packaging. Any item returned that is deemed used or worn will be returned to you and we shall be entitled to charge you for the return carriage costs via your original payment method. In the event that your credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage. Please enclose the following details with your return:
NAME
ORDER NUMBER
REASON FOR RETURN
REQUIREMENTS (refund/exchange)
You are responsible for any item until it reaches us so it is advisable to use a traceable method of postage such as a Royal Mail signed for service. Heavier items should be sent by courier (www.parcel2go.co.uk offer a service for around £7.50).
Under Consumer Protection (Distance Selling) Regulations, you are entitled to cancel any order within a period of 7 days after delivery to you providing goods are unused and unworn. Please ensure swing tags are attached or enclosed and that garments are folded and returned in their original packaging. When cancelling an order, you will be responsible for the return postage.
Damaged/Faulty on Receipt.
All items are checked by us before despatch. It is recommended that you thoroughly inspect the goods once they are received and inform us immediately should any of the items be damaged or faulty.
Faulty.
All items returned to us as faulty will be checked by the manufacturer. Only equipment or clothing that has failed due to a fault in the manufacturing process will be replaced or refunded. The warranty covers defects in material and workmanship it does not cover damage caused by misuse, abuse, neglect or failure to follow recommended use, care or maintenance instructions. Please be certain that any faults found are as a result of manufacturing defects or damage and not misuse or failure to follow manufacturers' instructions. If the product is found to be defective from misuse, the goods will be returned to the customer at their own expense.
Please return the item/s to us at the address below with the following information.
NAME
ORDER NUMBER
DETAILS OF THE FAULT
REQUIREMENTS (replacement/refund/repair)
The cost of returning the items is met by the customer (www.parcel2go.co.uk offer a courier service for packages up to 25kg for £7.50)
The items will be forwarded to the manufacturer by us for inspection and if deemed to be caused by a fault in the equipment the customer shall receive a replacement item or part, a repair service or a refund.
The maximum postage cost that we will reimburse is £10 for tents over 5kg or £4.95 for all other items. There are NO EXCEPTIONS.
Please enclose a receipt for the postage with the goods. This process can take up to 28 calendar days.
If the fault is deemed to be caused by the customer through misuse, abuse, neglect or failure to follow the care, use or maintenance instructions then no refund or replacement will be offered and the cost of returning the item will be met by the customer. In particular, please note that any items returned to us which you claim to be faulty or incomplete are checked and verified by our technicians. Any returned items that are found not to be faulty or incomplete or goods which are deemed faulty due to misuse, neglect or failure to follow use, care or maintenance instructions will be returned to you and we shall be entitled to charge you for the return carriage costs via your original payment method. In the event that your credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage. Any items that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, insured and carried by a reputable trackable carrier. In any event, we accept no liability for goods damaged or lost as part of a customer instigated returns procedure.
Faulty Tent Returns.
Over 80% of tents returned to us as “faulty” are as a result of users failing to follow manufacturers’ pitching instructions, pitching incorrectly or pitching and leaving in adverse weather conditions including high winds and heavy rain. Tents and shelters with broken or bent poles, torn zips, punctured groundsheets or ripped seams are therefore not covered by manufacturers’ warranties and are not refundable or suitable for exchange.
This applies particularly to the Coleman Event Shelter and Quickpitch tents, where no warrantly is offered or implied for poles or connectors. In these cases, replacement parts are available for sale or repairs are possible using third party suppliers.
Similarly the vast majority of “leaking” tents are as a result of incorrect pitching where seams are stretched or strained during erection or because new tents need weathering prior to prolonged use in the rain. This involves erecting the tent in rainy conditions prior to overnight use. This allows wet stitching to expand into seams, effectively sealing the tent once it is allowed to dry naturally. Please be aware that prior to the weathering process, tents often leak on their first use. Additional water repellency can be achieved by applying a suitable seam sealer when the tent is thoroughly dry. Even after pretreatment, tents are not 100% waterproof, they are water repellent under normal conditions but under severe weather conditions water may penetrate. Please note shelters are not waterproof or advertised as such.
If customers feel that they have a genuine fault with their tent, then it should be returned at the customers’ own cost for testing and evaluation. Under Distance Selling Regulations we have up to 30 days to evaluate faults and inform the customer of the outcome.
If this evaluation reveals that the fault is as a result of incorrect pitching, failure to follow manufacturers’ instructions or erection or prolonged use in adverse weather conditions, then the customer will be advised and must organise collection of their tent at their own cost. Failure to carry this out within five working days will incur a storage cost at the rate of £10.00 per week or part-of. We reserve the right to dispose of all non-collected damaged tents within 28 days of customer notification. Disposal costs will be charged to the customer.
If the customer is not satisfied with this outcome once they have collected their damaged tent then they are entitled to engage the services of an independent testing body at their own cost to determine the exact root of the problem. Should the test results from the independent body conclude that the fault was indeed caused as a result of a manufacturing defect, then the case will be escalated to compare test results between the manufacturer and the independent testing body. The outcome of this will be determined on a case by case basis.
Please note that this returns process and testing policy is recognised and recommended by all Trading Standards bodies and falls within Distance Selling Regulations.
Please: If you are considering returning your tent, be absolutely certain that it does have manufacturing defects and the damage was not caused as a result of incorrect pitching or adverse weather before attempting to return it as otherwise you could attract additional costs to yourself including collection, re-delivery, independent testing and storage.
Unsuitable - for Exchange or Refund
If you have received an item as ordered but you would like to return it for an exchange or a refund please send it to the address below with a note of your requirements and order number and we will exchange/refund on receipt. All return postage costs must be met by the customer and the goods are the responsibility of the customer until signed for by us. If the order was cancelled prior to despatch the postage value up to a maximum of £4.95 or £10 for tents over 5 kg will be refunded. Please use second class recorded delivery or a courier company for heavier items (www.parcel2go.com consignments start at £5.99). All items must be returned unworn or unused, in the case of clothing swing tags should be attached or enclosed and garments folded as supplied in the original packaging. Anyone buying clothing during December as a Christmas present will be able to return goods until the end of January providing the goods are returned unworn or unused. Any item deemed used or worn will be returned to the customer and we shall be entitled to charge them for the return carriage costs via the original payment method. In the event that the credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage. For refunds the cost of the goods at the time of ordering less the postage cost will be refunded via the original payment method. For exchanges there is a £3 fee to cover administration and postage of the exchanged item/s back out to you which will be taken from the card used for payment.
Refunds
In the event of a valid return, refunds for goods purchased will only be placed on the original card of payment. In accordance with DSR, this will take place within 30 days.
Errors and Omissions
E&OE: We do our very best to ensure that everything is complete and accurate but sometimes mistakes in entering product details and stock levels can occur.
RETURNS
Campmania
Cragrats Mill
Dunford Road
Holmfirth
West Yorkshire
HD9 2AR