Returns Policy
Unwanted Items purchased in-store
Unwanted items purchased from OutdoorWorldDirect may be returned in new and perfect resalable condition (including packaging and labels) within 30 days of purchase for a full refund or exchange. This does not include goods that have been used, soiled, have an odour or been damaged through misuse.
Unwanted Items from OutdoorWorldDirect.co.uk
Unwanted items purchased from OutdoorWorldDirect.co.uk may be returned in perfect new and resalable condition (including packaging and labels) within 30 days of delivery. Please be advised that once a Tent or Awning has been pitched it is no longer considered to be in new and unused condition, Please carefully check the dimensions and weight before you purchase. If you wish us to collect these items then we can arrange for our courier to collect these items from an address of your choice at a cost of £10.00 per box(For items over 30kg the cost will increase which we will advise in a quote from the Courier). If you would rather send the items back at your own cost, then they must be back with us within 28 days. However, you are responsible for these items until they reach us. For this reason, we advise that you use a secure delivery.
Faulty Items
Faulty items with an obvious, genuine manufacturing fault may be returned for a full refund, replacement or exchange within 30 days. Faulty items that are returned after 30 days or items that do not have an obvious fault (a leak, for example) may be returned; however we may need to send the item on to a third party for verification of the fault. (This may take several weeks depending on the third party). We need verification of all faults in writing please, via email. After 30 days, a replacement or repair if possible, will be offered in line with the Consumer Rights Act, 2015. The 30-day period starts on delivery of the goods.
Tent Returns
It is absolutely critical that you check your tent before going away on holiday. We cannot be held liable for not checking the tent before your holiday to ensure all components are within the tent. Each tent is weight-checked at manufacturing, to ensure all of the components are there. However, it is necessary to check, and familiarise yourself with the tent before going away.
Once a tent has been pitched outdoors it is no longer considered to be in perfect resalable condition. All tents are covered by a 2-year manufacturer's guarantee (Outdoor Revolution - 1 Year), and Outdoor World will cover the tent for the same period of time of two years (1 year for Outdoor Revolution). Some manufacturers offer extended warranties on parts or the entire product, these extended warranties are covered by the manufacturer after our warranty has expired. However, you should claim through ourself, and we will source the part you require. Examples being:
- Vango 3rd year warranty
- Vango 5 year warranty of caravan awning air tubes
- Outdoor Revolution Lifetime Warranty on air tubes
- Zempire 4 Year Manufacturing Warranty
Proof of purchase is required. Please note the guarantee does not cover damage to the tent, its poles or any other component caused by:
If you believe your tent has a manufacturing fault, the first thing to do is contact the tents returns line on 01924 265457.
In the event you need to return your tent in store or online, please be aware:
- The tent may not be accepted if the tent is wet or excessively dirty due to Health and Safety concerns - the tent must be 100% dry, or it will be returned to you without attention.
- Some tents may also need to be sent to a third party for assessment
- Vango tents can be extended on the warranty to 3 years, by going to Vango's website and registering the purchase.
- If you return your tent stating it is brand new and unused, and we open it to find it has clearly been used showing signs of mud, bird poo, tree sap, it will be photographed and;returned to you immediately and a refund will not be processed. Unfortunately, we get this happen many times per season, as people use the product for their holiday and try to return it afterwards.
- When returning your Tent or Awning to us we ask that you ensure it is packaged well enough so it does not get damaged in Transit, we do not accept any responsibility for products which arrive with us scuffed or damaged due to not being packaged well enough. If you need help in sourcing a box we are happy to send you a box if one is available from our warehouse.