Returns Policy
Sending it back? - Our Returns Policy
Returns
IMPORTANT
Caravan, Motorhome, and Campervan Awnings Returns
Please note that any awning size requests provided by Awning Ace Limited are based entirely on the customer's supplied vehicle/caravan specification. We can only advise on your awning size based on unmodified UK specification vehicles. Awning Ace Limited does not accept any responsibility whatsoever in the event that customers order the wrong size awning for their vehicle. Once the awning is taken out of the packaging and/or erected upon the caravan or motorhome (tried on for size), the product is deemed as being used and Awning Ace Limited will no longer accept the goods back for exchange/refund/return unless there is an obvious manufacturing defect, which needs to be documented and/or photographed by the customer before attempting a return request. Always make sure you have ordered the correct size awning for your vehicle as the final purchase decision remains entirely with you, the customer. This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 2015)
Introduction
We understand that from time to time you may wish to return products to us in appropriate circumstances. This Returns Policy applies to customers irrespective of their geographical location. This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 2015)
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.
E-commerce regulations
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 that fall into the following categories unless they are faulty or not as described:
- Made to measure, specially ordered items or personalised goods
- Perishable goods (such as food or bait)
- Unsealed CDs, DVDs, tapes, or other recording media, software, or videos
Unwanted items
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 new condition in their original packaging. Please note that awnings, tents, shelters, and other outdoor equipment once pitched outside, are no longer in a perfect, unused resalable condition. Upon receipt of the returned goods, we will aim to process your refund/exchange as quickly as possible (the original delivery charge will not be refunded).
Faulty Goods
All purchases should be checked fully within 14 days of the purchase date and certainly before your camping holiday. 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 may 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 goods remains with you until received by a member of our staff. Please use an insured courier service for your own protection.
Bespoke Orders
Some of our products, such as Herzim infill, visa popper tape and draught skirt is cut to length as a bespoke order for our customers. As these products are cut to order (bespoke orders) from a master roll, split pack, or specially ordered they may not be returned for a refund or exchange unless the item has an obvious manufacturing defect or it have been supplied incorrectly. We recommend ordering a small, short sample length to ensure these product fulfill your particular requirements. Please contact us if you are unsure of your project needs and we will be happy to discuss.
Returns Procedure
All goods returned must be clearly labeled and have full documentation enclosed including the reason for return - a returns form is available here to be completed with your return. All returnable goods must be reported to Awning Ace Limited prior to returning them. 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 £50.00 per parcel (up to a maximum of 30kg) from addresses in the Mainland UK. 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 these circumstances, 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 quickly 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.
e) Items returned incomplete, without fault, with missing parts, damaged through misuse, accidental damage, storm damage, wind damage, extended UV exposure, wet and/or dirty, will be notified to the customer and returned at your expense. Failure to make payment for customer returns, supply the missing items, or provide additional supporting evidence will result in item(s) being held securely in our warehouse for 60 days before being disposed of. Where possible we use local recycling services to minimize the impact on our environment.
We reserve the right to charge a repacking/cleaning fee on items that have been returned soiled or unpacked. Items that have been opened, pitched, used, or not in new condition will attract up to a 50% reduction in your original purchase amount. All tents, awnings, and fabrics must be in clean and dry condition; we reserve the right to reject products or charge a £250.00 cleaning fee. For your own peace 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.
Please ensure you include a completed copy of this returns form with all returns - Click here.