Returns Policy 

(TentBox Returns policy is different please scroll to the bottom)

How to Request a Return

To request a return, you must:

• Email us with your order number
• Include clear photos and a detailed description of the reason for return
• Confirm whether you:
  • Would like us to arrange a collection (charges apply), or
  • Will return the item yourself (tracked shipping is required)

Important:
Returns must be authorised by us in writing before being sent. Unauthorised returns may be refused.

Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason.

• You must notify us within 14 days of receiving your goods
• You then have 14 days from cancellation to return the goods

Refunds under cancellation rights:

• You will receive a full refund of:
  • The product price, and
  • The standard delivery cost (if applicable)
• Refunds will be processed within 14 days of receiving the goods (or proof of return)

Deductions:
We may reduce your refund to reflect any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and function.

1. Change of Mind / Ordered by Mistake (Extended Returns Policy)

In addition to your statutory rights, we offer a 30-day returns policy:

• You must notify us within 14 days of receipt
• Items must be returned within 30 days of receipt

Items must be:

• Unused and in as-new condition
• Complete with all parts and accessories

Packaging:

• Items should be returned in original packaging where possible
• If unavailable, suitable protective packaging must be used

Refund Terms:

• Refunds exclude any additional delivery upgrades (for example, express shipping)
• We may reduce the refund to reflect any diminished value if:
  • The item has been handled beyond reasonable inspection
  • The item or packaging is not in a resellable condition

2. Faulty, Defective, or Does Not Fit

If an item is believed to be:

• Faulty
• Defective
• Incorrect for the vehicle specified at the time of purchase

We will arrange collection at our cost for inspection.

Customer Responsibility:

• You must ensure that:
  • Vehicle details provided at the time of purchase are accurate and complete
  • The product has been installed and used in accordance with manufacturer instructions

Inspection & Outcome:
All returned items will be tested upon receipt.

• If a fault is confirmed, or the item is incorrect:
  • You will receive a repair, replacement, or full refund, including delivery costs where applicable
• If no fault is found, or the item is confirmed to:
  • Be functioning correctly, and/or
  • Fit the vehicle specified at purchase
  we reserve the right to deduct:
  • Outbound and return shipping costs, and
  • A £15 administration fee to cover inspection and handling

3. Wrong Item Sent / Missing Parts / Arrived Damaged

If your order:

• Has been supplied incorrectly
• Is missing parts
• Has arrived damaged

We will, where confirmed, cover all costs associated with return, replacement, or refund.

Requirements:

• You must notify us promptly and provide clear photographic evidence

Assessment:
All claims are subject to inspection.

• If the issue is confirmed, we will resolve the matter at no cost to you
• If no fault, damage, or error is found:
  • We will provide photographic or video evidence
  • You may choose to:
    • Have the item returned to you (postage payable), or
    • Receive a refund subject to a deduction for any loss in value, where applicable

4. Return Costs & Collections

Unless the return is due to:

• Our error
• A confirmed fault
• Your statutory cancellation rights

The following applies:

• You are responsible for the cost and risk of returning goods
• Returns must be sent using a tracked and insured service
• Goods remain your responsibility until received and inspected by us

If you request us to arrange a collection, the following charges will apply and be deducted from your refund:

Returns from outside Mainland UK are not accepted.

General Return Conditions

• Refused deliveries will have return carriage costs deducted from any refund
• Refunds will only be issued:
  • After goods have been received and inspected, or
  • Upon proof of return where applicable
• We reserve the right to withhold refunds until goods are received or proof of return is provided
• This policy does not affect your statutory consumer rights

TentBox Returns Policy (Separate Terms)

In-Store Purchases

Installed but Unused (within 14 days)

• Product only (fitting services are non-refundable)
• Refund options:
  • 100% store credit (excluding VAT), or
  • 90% refund (excluding VAT)

Installed and Used (within 14 days)

• No refunds
• We may offer a buy-back:
  • Up to 60% of purchase price (excluding fitting services)

Shipped TentBox Orders

• Returns must be requested within 14 days of purchase

Important:
Your contract of sale is with us. Returns may be subject to manufacturer (TentBox) approval, however this does not affect your statutory rights.