Mail Order Hours:
Mon to Fri 09:00-17:00
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To help us process returns as quickly and efficiently as possible please contact our office either using the following contacts:
Camperlands UK (Home Deliveries)
Sharston Industrial Area
1. Cancellation rights
14.1 Under the Distance Selling Regulations you are legally entitled to cancel your order within seven days, starting the day after receipt of your goods (with the exception of any made to order items). You do not need to give us any reason for canceling your contract nor will you have to pay any penalty. However, you will need to notify us if you wish to cancel your contract, either in writing or by email at email@example.com. A customer service representative will provide you with a return reference and if required, advice regarding transportation of any returning items.
14.2 Please do not write instructions on the outside of manufacturers original packaging. Instead please pack returning item/s into a suitable box or bin liner etc. to preserve their original condition.
14.3 If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.
14.4 Once you have notified us that you are canceling your contract, the relevant sum debited to us from your credit card will be re-credited to your account along with the items normal postage delivery charge. However, in the event only part of an order is cancelled no delivery cost shall be re-credited. Before funds can be credited back to your account, cancelled items must be returned to us within 30 days and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
14.5 You will be re-credited for the costs incurred in returning faulty or unsatisfactory goods.
14.6 The contract price we pay shipping carriers for returning your unwanted goods (referred to as a 3rd party collection service) is greater than the cost of the original delivery. The cost of returning an item to our premises will be either £12.50 or £35.00, depending on the size and weight of the goods being returned.
18. Guarantee Claims
18.1 If you wish to return a product under guarantee you must submit a claim in writing, either by post or by email, at firstname.lastname@example.org. You will be provided with an RMA (Return Merchandise Authorisation) reference, which will help us identify your records in any future correspondence.
18.2 You must send goods back to us at our contact address and at your own cost and risk. However, if the cost of returning goods exceeds £10.00, we reserve the right to make arrangements for collection of returning goods to minimise expenses.
18.3 Please send evidence of postage costs with your goods. We advise that you send your returns using a tracked delivery service, with appropriate insurance, to cover the cost of damaged or lost items.
18.4 Before a guarantee claim can be accepted, faulty goods must pass through a process of inspection to determine the exact cause at fault. If, during the inspection we find evidence indicating the cause to be misuse, modification, or that goods have not been used in accordance with manufacturers operating instructions or guidelines, we may not be able to offer a replacement, exchange or refund. In such cases, you may have to pay a delivery charge, to cover the cost of returning your goods back to you.
18.5 Once a valid guarantee claim has been established, we will provide you with either a repair, exchange or refund. As a general rule if a product cannot be repaired it will be replaced. If we are unable to replace an item under guarantee, we will re-credit your account with the original cost plus, any charges incurred for the transport of faulty goods returned to our premises, up to a maximum of £10.
18.6 Most claims are completed within 5-10 working days. However, some tent and awning claims can take longer but no more than 30 days in total, as required by statutory law.
11. Wrong delivery
We work extremely hard to ensure that mistakes caused by human error do not happen. However, if you should receive an incorrect item/s, please let us know within 7-days. If you intend on returning an item, which has been delivered incorrectly, it should remain unused and in its original packaging.
Bike racks that have been assembled are classed as secondhand. It is your responsibility to ensure that the bike rack is the correct one for your vehicle before assembly.
Returning a Tent
In the unlikely event we deliver the wrong tent or you decided to return the tent as unwanted it is very important that the tent has not been erected outside. Tents that have been erected outdoors are classified as second hand and cannot be resold as new. If the tent has been unpacked and erected indoors in a dry environment returning the tent should not be a problem. If you would like to return a tent you must notify us of your intention in writing either by letter, fax or email within 7-days of receiving the tent. If you are returning a tent because you have changed your mind, you will be responsible for the return postage charge. If we have delivered the wrong tent, we will take full responsibility for the cost of collecting and redelivering the correct replacement.
If you find a fault with your tent within 7-days of receiving it we will exchange it with a new one. If a minor fault is found it maybe possible for us to rectify it via telephone or email. If your tent is faulty outside of this 7-day period notification must be put in writing and we will contact you to advise the appropriate course of action. Please be aware that your tent may require a repair that could take several days to complete, it may also be necessary to consult with the manufacturer of the tent, which may also take a few days. If you return a tent with a fault but it is established that no fault can be found you will be fully responsible for all carriage charges.
The cost of returning a faulty tent will remain the responsibility of the owner until the cause of the fault has been determined. A credit will be issued for the cost of the return delivery when a replacement or repair has been dispatched. In most cases we will arrange for collection via our own couriers to reduce the cost and minimise inconvenience.