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*ALL
OUR TENTS ARE DELIVERED POSTAGE FREE!
(UK Mainland Only)
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| Terms and Conditions |
Please read our Terms and Conditions of Sale before you place an order
with Tents Direct. We are happy to answer any questions, problems or queries relating to our Terms and Conditions
and you can contact us by telephone, facsimile or email 7 days a week during regular business hours. By placing an
order with Tents Direct it is taken that you have read and accepted our Terms and Conditions in full.
Goods shipped outside Mainland UK, please call 01666 834 101 for a quotation for the carriage. |
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| Order Confirmations |
Upon placing an order you will receive a confirmation of your
order either by e-mail or by post. Please check that the details contained within the confirmation
are correct. If there are any mistakes please telephone or email us immediately.
By placing an order with Tents Direct you are confirming that you agree to our terms and conditions. For the
purposes of this agreement the dispatch of your order from our warehouses constitutes our acceptance of your order. |
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| Complaints |
| Complaints will be dealt with promptly and in accordance with UK law.
To register a complaint, please send an
email to: sales@tents-direct.co.uk outlining the
details of your grievance |
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| Privacy Statement |
| We are committed to protecting your privacy. We will only use the information
that we collect about you lawfully (in accordance with the Data Protection Act 1998). We will not pass your email address to
other trusted traders unless by agreement. This will include situations involving a third party other than our contracted
delivery partner. |
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| Prices and Payment |
The prices charged for goods shall be those ruling on the date of
order. Whilst every effort is made to keep the prices and products on the Website up to date some late changes
could arise. If a price changes or a product becomes unavailable you will be notified and given an option on
something else or a full refund if required. Refunds for valid claims will be made via the same method of payment
as used to place the order.
Our goods are sold on an 'invitation to treat' basis and we reserve the right to withdraw or refuse to sell any
item on our website if we so wish.
Goods shipped outside Mainland UK, please call 01666 834 101 for a quotation for the carriage. |
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| Force Majeure |
The seller is not liable for any delay or failure to fulfill any order
due to events beyond the seller's control. While every effort will be made to meet shoppers demands, cancellations
or variations may be necessary as a result of Act of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought
or other causes beyond the control of Tents Direct.
Note: These terms and conditions do not affect your statutory rights as a consumer |
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| Returns Policy |
Incorrect Goods
If for some reason you have received the wrong item, then please let us know within 24 hours of delivery. You can
either return the goods to us at Tents Direct, or we could arrange to have the goods collected from you. Once we
have received the goods in a new and unused condition, they will be checked and the correct goods, where possible, will be
replaced and sent out to you at no extra cost.
Unwanted Goods
Our returns policy allows you to return any unused items either in person or by post within 14 days and we will
provide a full refund excluding any and all carriage costs. Once received your returned item will go through an
inspection process to confirm that it is brand new , unused and in the original packaging before your return
is authorised - please note that this process can take time and during peak season you should allow a turn around
time of up to 14 days.
If the goods have been used or damaged, we will not provide a refund. Tents Direct will not be responsible for
paying the carriage charges for returning any unwanted items. Returned items are your property and responsibility
until signed for by a member of Tents Direct staff. We recommend that you use an insured courier service that
requires a signature for all items for security and your peace of mind. Tents Direct will not accept any
responsibility for items 'lost in the post' and cannot accept proof of postage as proof of delivery.
Faulty Goods
If you have received faulty goods then you must inform us within 14 days of delivery by phone or email. We will
often ask for pictures of the fault with the tent in order for us to authorise a collection request. Tents Direct
would organise collection of the goods (UK only). Once we have received the faulty item it will be thoroughly
inspected by a qualified examiner to confirm a manufacturing fault and the appropriate action taken. Our examiners
are qualified and authorised to work on behalf of our suppliers. On confirmation of a fault we may authorise a
like for like replacement, approved repair or refund at our discretion. Please note that Tents Direct will not
refund or exchange on any item that has been mistreated or damaged through customer misuse. We cannot accept
'dirty' items back and reserve the right to return these to the customer for cleaning at their expense. Customer
misuse includes negligence incorporating damage by adverse weather conditions and/or breakages through tents
having been incorrectly pitched. Most importantly wind damage is common with tents, it can snap poles or tear
fabric which will not be covered by the manufacturers warranty.
Please Note: Fibreglass or steel poles on any tent are not covered under the manufacturer warranty. Spare poles are
available to be purchased in most camping stores.
Please note Tents Direct will not be held responsible for the following:
- Reimbursing the cost of travel in any circumstance
- Reimbursing the cost of accommodation in any circumstance
- Reimbursing for any costs due to products causing damage to any property or persons
- Reimbursing the costs incurred for any goods not working for their intended purposes
If you have any problems or questions please call Tents Direct who will be delighted to help you: 01666 834 101
As with any new product, we advise that once you receive your tent you reserve some time to check the tent and
erect it in your garden or in a park. This process is important as it saves the possible situation of arriving
at your campsite and finding part of your tent is missing, or not knowing how to put it up. Please also note that
many larger tents come in two or more parts - remember to check to make sure all boxes from your consigment have
been delivered at the same time and that you have your complete order before you set off on holiday (consignment
information is available on the address label on each box)
An initial test pitch will also allow you to check your tent for breakages or manufacturing faults. As with any
new product occassionally errors can get through the quality checks in the factory's manufacturing process and
these are usually only then found by the end user. However, it has been known for people to break or damage their
tents whilst putting them up - please be careful when pitching your tent for the first time as this is the most
common time for damage to occur through incorrectly applied force on an unfamiliar structure. This damage is easy
to spot and unfortunately cannot be put down to a manufacturing fault - it is therefore not covered under warranty.
If you are having trouble pitching your tent please call us for advice and we can guide you through the process -
never force anything.
Suggestions:
- Only attempt to put your new tent up in light winds on a dry day
- Never force anything (fibre glass poles can snap or shatter if misused)
- Carefully read and follow the instructions
- Ask somebody who has camping experience for help and advice
- Always use the correct pegs for your campsite - sand, gravel, stone, mud and extreme locations all require
different pegs
- Phone us if you are unsure, we are more than happy to help: 01666 834 101
Things Often Mistaken for Manufacturing Faults (and their remedies):
- New tent leaking overnight at seams All new tents will need to be weathered before first use. The process
involves thoroughly wetting and naturally drying the whole tent structure. This process allows the stitching in
the seams to 'pull together' and seals the stitching holes created through the manufacturing process. This should
be done 2-3 times if possible. You will nearly always find that following this process any initial water ingress
will have ceased.
- Water pooling on canvas, no obvious signs of leaking Condensation forming overnight is often
mistaken for leaks. More common amongst cheaper polyester tents and when more bodies are sleeping inside. Make
sure all your air venting is open to allow some of the vapour to escape (especially on cold or wet days) and
air the tent throughout the day. Condensation problems do not affect natural fibre tents with polycotton
fabrics.
- Tight zips Poor pitching. Re-align your pegs/guys to allow freedom of movement for the zip(s). Always
pitch a tent with the doors zipped closed. If necessary strike and re-pitch your tent.
Common Accidental Damage Not Covered By Warranty (and further action):
- Weather Damage, also known as Storm Damage Common signs: broken poles, torn fabric. All over damage often
caused by using the wrong pegs for the conditions. Generally an insurance claim for a new tent.
- Incorrectly applied force Common signs: burst zips, pulled seams, pole holes in fabric. Minor damage can be fixed with
repair kits or larger damage can be repaired to 'as new' by approved repairer
- Fire damage Common signs: usually not as dramatic as it sounds, fire damage usually manifests as small fabric holes
caused by burning embers dropped on the fabric or carried by the wind. Most small holes can be repaired with
repair kits or tenacious tape. Significant fire damage is usually not repairable.
- Broken Poles Most fibre glass poles are fragile under tension and even small bumps and knocks can
break the fibreglass and they are therefore not covered by any warranty. Shock cord can be easily and cheaply
replaced and pole sections can also be replaced in a camping store.
- Accidental damage Localised damage to an area of a tent caused by significant adverse force often
caused by a body falling into a tent or a vehicle touching it could result in significant repair cost, new
pole set or possibly an unrepairable write-off.
- Localised cut(s) in fabric Often unmistakable damage caused by knife or scissors when opening tent
box. Tenacious tape should repair most damage well
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"Put to the test we are the best"
© Tents Direct UK Ltd 2011 All rights reserved
email: sales@tents-direct.co.uk
phone: 01666 834 101
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