Returns

Returns Procedure

The terms and conditions of sale detailed below are provided for your information, in line with legislation contained in Consumer Protection (Distance Selling) Regulations. This legislation covers items bought where there is no direct contact between the supplier and the consumer. It does not apply where goods are bought for business use, from our showrooms, fairs or exhibitions.

All returns must be accompanied with your original sales invoice (or receipt) and clearly labelled.
Goods returned without supporting documentation will not be considered. Carriage charges must be paid by the consumer and will not be refunded unless the item(s) is found to be faulty or have a manufacturing defect. Factory second items, ex-demonstration and items sold as used or not new must be returned at your own expense for inspection. We do not refund customer-incurred expenses.

To protect our staff and adhere to health and safety regulations, we are unable to accept, inspect or repair any product which is not returned in a clean and dry condition. Any items returned in poor condition (ie wet or soiled) will be returned at the sender’s expense or held for a maximum of 28 day before they are disposed of.

Return of goods:

  1. Distance Selling regulations allow for a cooling off period, 14 days, from receipt of goods covered under the legislation. Customers may return specified goods without reason within this period for a refund. This excludes goods made to the consumer’s specifications. It does not apply to goods intended for everyday consumption. Goods returned must be complete, unopened and in their original packaging in a resalable ‘new’ condition. If the goods are not in a re-saleable condition, we reserve the right to refuse a refund, or deduct up to 25% of the purchase price from the refunded amount.
  2. The cost of returning and appropriately insuring the goods until satisfactory receipt at the company will be borne entirely by the customer. If your item is excessively large or heavy we can arrange a courier to collect it at a charge of £30.00 – this fee must be paid in advance.
  3. Any refunded monies will only be applied to your original payment method only.
  4. Refunds will be issued within 28 days of receipt of the returned goods to our stores.

If an exchange of goods is required

  1. After safe receipt of the returned item, we will despatch an alternative product of your choice.
  2. If the replacement is more expensive, the balance of the price together with the delivery will be payable prior to despatch to you.
  3. If the replacement product is cheaper, we will refund you the difference less the delivery charge.
  4. Special offers; it is not always possible to exchange goods which were originally purchased as a ‘Special Offer’ for the same price as the offer. Some items may have been selected as a special offer because of manufacturer availability or under restricted colour or size conditions.

Return of goods which are faulty; not of satisfactory quality or not fit for purpose

  1. If you wish to return goods which you believe are damaged or faulty, please contact us on 01922 634808 to discuss the best way to return them to us. If your item is excessively large or heavy we can arrange a courier to collect it at a charge of £30.00 – this fee will be applied to any items which, upon return, are found not faulty and of satisfactory quality.
  2. Upon receipt we will investigate your claim within 7 working days:
    1. If the fault is obvious we will process the refund, repair or exchange at our discretion within 7 days.
    2. If the fault is not obvious or disputed we may invite the manufacturers to test or inspect the product on your behalf. This process can take up to 28 days depending on the fault and availability of the manufacturer to conduct their investigations.
    3. The following items will normally require a manufacturer’s response:
      • Electrical items, generators and gas appliances
      • Tents, canopies and groundsheets
      • All caravan and motor home awnings
      • Sleeping bags and water carriers
  3. Goods which are found to be damaged or faulty, we will either:
    1. Issue a refund on your purchase, including reasonable return delivery cost;
    2. Send you a replacement and refund you the cost of returning the product;
    3. Have the product repaired, return it to you and refund on your cost for returning the product to us.
  4. In the event that the product does not have a fault or damage due to faulty manufacturing, but has been misused or sustained damage after purchase; or is subject to normal wear and tear, we will contact you to discuss whether you wish the goods to be returned or repaired, if a repair is feasible. In these circumstances both the cost of repair and return of the goods to you would be at your expense.
  5. In the event that the damage to the goods has been contributed to by you or the goods have been in your possession for more than 14 days, we may consider giving you a partial refund for the goods, but this would be entirely at our discretion.
  6. Zips, Velcro tags, guy lines, ladder rubbers, pegs, halogen tubes, air inflated bladders, light bulbs and fuses, are not covered under the manufacturer’s warranty. Steel, fibreglass, air bladders and aluminium poles are a consumable item and are not normally covered by the manufacturer’s warranty.
  7. Items which have been specially ordered will only be repaired or exchanged. No refund will be issued for these items.

To cancel the contract under the terms of the Direct Selling legislation with Tent Hire Ltd. the Customer Services Manager must be contacted in writing at the below address within 7 days of receipt of the goods. The customer will be required to return the goods to the company before a refund can be processed. The Customer Services department will then contact the customer with a return to manufacturer number within 7 working days. This number must be quoted on all returned goods so that the goods can be properly identified. The company cannot be held responsible for goods returned without proper identification.

Complaints Procedure

In the event that we fail in meeting our high standards of customer service please contact us via:

Customer Services Department
Tent Hire Limited
105a Edward Street,
Birchills,
Walsall,
West Midlands.
WS2 8RS

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