We understand that from time to time you may wish to return products to us. This Returns Policy applies to customers irrespective of your geographical location. This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979).
Consumer Contracts Regulations 2013
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These apply to sales of goods or services to consumers without face-to-face contact. This includes selling by mail order, through the internet, or by telephone, fax or text message.
The E-Commerce Regulations apply to any sales made electronically: for example, using email, through your website, or via phone texts. The regulations apply to sales to businesses as well as to consumers. (Distance sales to consumers using electronic means are covered by both the E-Commerce Regulations and the Consumer Contracts Regulations.)
Please note that your right to return products does NOT apply to Products which fall into the following categories unless they are faulty or not as described:
Made to measure, special ordered items or personalised goods
Perishable goods (such as food or bait)
Unsealed CDs, DVDs, tapes or other recording media, software or videos
Your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: You have the right to return your purchase for a full refund within 14 days. You are responsible for paying return postage costs for unwanted items. Items must be returned unused, in a re-saleable condition in their original packaging. Upon receipt of the returned goods, we will aim to process your refund as quickly as possible (the original delivery charge will not be refunded). We reserve the right to charge a repacking/cleaning fee on items which have been returned soiled or unpacked. Please return your unused/unwanted items packed in their original packaging and we will be happy to issue a refund once safely received. Items which have been opened, pitched, used or not in new condition will attract a 25% reduction in your original purchase amount. All tents, awnings and fabrics must be in a clean and dry condition; we reserve the right to reject products or charge a £120.00 cleaning fee. For your own piece of mind and security, we recommend using an insured courier service as the responsibility for the return of your items remains with you until a member of our staff has signed for the item.
All purchases should be checked fully within 28 days of the purchase date. Tents and awnings should be checked before embarking on your first trip. In the unlikely event that you will need to return your purchase due to a manufacturing fault, or it is damaged or the wrong item, we can organise collection and exchange for you. If you wish to return the faulty item by post or your own courier we will reimburse the cost up to a pre-agreed amount. Your goods MUST be packaged adequately for transport in a cardboard box or other suitable packaging. The responsibility for the safe return of purchased good remains with you until received by a member of our staff. Please use an insured courier service for your own protection.
All goods returned must be clearly labelled and have full documentation enclosed including the reason for return. All returnable goods must be reported to Awning Ace Limited - you can use the form at the bottom of this page. Goods returned without any notice will not be accepted. Carriage charges are non-refundable unless goods are faulty or have a manufacturing defect. All other goods must be returned at the sender's expense. If required, the company offers a collection service at a charge of £19.00 per parcel (up to a maximum of 30kg) from addresses on Mainland UK or the Isle of Wight. For collection from other locations/countries please call for a quote.
If you are returning a tent or awning, please note the following: a) Your tent/awning must be clean and dry. It is your responsibility to ensure the item is packaged in a cardboard box or other suitable packaging suitable for safe transport. Failure to do this will result in the couriers refusing to collect the item, or us sending the item back to you unprocessed. Redelivery to you will, under this circumstance, be at your cost and must be paid for in full before despatch.
b) In some instances it may be necessary to send your returned item to the manufacturer for inspection - please allow up to 28 days for them to process these returns. Naturally, we will keep you informed of any delays together with updates on our investigations.
c) Please include a full description of the fault together with photos of the fault (where possible) with your item, along with a copy of your original receipt/invoice to enable us to identify and process your return as quick as possible.
d)If your tent/awning is deemed by us or the manufacturer not to be faulty, we reserve the right to dispatch your item back to you at your cost.
We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy. We will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, within 14 days of the day, we received you returned the product.
Coupons, discounts and promotional discount codes offered on our website, email or social media campaigns are valid only for use as part of a purchase made via https://www.awningace.com, unless otherwise stated.
Factory Second/Store Returned/Clearance Sales:
These are any items which have been identified as such and discounted accordingly. These products will be available in limited quantities, sizes and colours. When stock runs out we will no longer be able to supply that item at the special offer price. Nor will we be able to offer exchanges after the stock has run out. Carriage charges are non-refundable unless goods have additional manufacturing faults not described within the individual item listing. Factory seconds and store returns are obviously not new items and should only be purchased on this understanding.