Returns & Refunds Policy
Changed your mind?
If there is nothing wrong with your purchase but you change your mind, returns are accepted.
To return an item, the original purchaser needs to complete our returns form within 14 days of receiving the item.
To return an item, the original purchaser should contact us on our returns form found here to notify us of the return, along with the original order number. You are not obliged to provide us with a reason for your return if you have changed your mind, but we would be grateful for a brief explanation to improve customer service in the future.
Cancelled goods must be returned to our London office, for which the customer is liable for the cost. This can be arranged by the customer, or through Bell Tent UK using our pre-negotiated courier services. Please be aware that returning large items can be very costly, so please talk to us first for options!
Upon receipt of the cancelled goods, we will check it is in an unused condition and issue a full refund, excluding the cost of any shipping.
All the consumer rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply.
If there is a problem with your Bell Tent UK purchase, please contact us within 14 days by filling out the returns form.
You will be asked to supply photographs (via email) of the problem for an initial assessment.
Suspected faulty goods will need to be returned to Bell Tent UK. This will be arranged through Bell Tent UK using our pre-negotiated courier services. If the presence of a fault is found then shipping costs will be refunded. If a customer organises their own delivery of returned items, Bell Tent UK will not be liable for the cost.
Upon receipt of the suspected faulty goods, we will make a further assessment. Replacement or reimbursement will then be made in accordance with your legal rights.
We recommend that all new purchases be checked over on receipt, to familiarise yourself with our new item, and so that we can make the necessary replacements in the unlikely event of missing parts – before your camping trip!
We operate a “return to base” returns policy this means that it’s your responsibility to get the item back to us in good condition before we replace or refund.
So here are a few points to consider:
Small items, ie less that typically cost less than £15 to return
You are probably best to do it yourself and go to local post office (or another courier) use the original box to package the item, or buy a box, and ship the package.
Bell Tent UK Unit 10, College Fields, Prince Georges Road, London, SW19 2PT
Large items, ie a tent, stove large flooring mat etc
It may well be worth getting us to book the collection on your behalf as we get very good rates for most returns from mainland UK, ie: cost around £15.
Just contact us with this return reference and a day and address where it’s convenient for the collection to happen with minimum inconvenience to you. (e.g. We could collect from your work address, saving someone having to sit in all day waiting for the courier to turn up!).
Please note we do not accept receiving a bill from another courier or the post office without prior agreement.
Boxing the item for return.
Ideally you will have the original product packaging. If not, our courier requires a box less than 100cm in any direction, or ‘outsize’ charges will apply.
If returning a tent we cannot accept damp or mouldy tents, or any tent not packed in a box (please call us if we can help with suitable packaging!) Throwing a damp tent in a bin back, or its canvas tent bag and sending back to us will void any refund or replacement.
12 Month Manufacturing Warranty
The tents come with insured shipping and a 12 month manufacturer's guarantee against manufacturing defects.
Please note: this guarantee covers manufacturing issues (such as bad stitching and water-proofing), but it is not a blanket insurance policy against damage caused by wear and tear or adverse weather conditions, such as high wind.
Poles bending in high winds are not a warranty issue and replacements can be purchased from us from £25, plus shipping costs.
It is recommended that you inflate any mattress for a 'test' evening before you wish to use it.
Our manufacturing warranty covers manufacturing faults such as faulty stitching, seams or valves, but does not cover signs of misuse or wear and tear.
Due to the nature of inflatable mattresses, if after the first test night no fault is found, the item is deemed to be fit for purpose and no refund will be given.
Please keep hold of your transparent, self-adhesive repair patches that come with your mattress!
In the unlikely event of a puncture, we recommend:
- First - Inflate the punctured mattress fully, and listen for the puncture. If you can't find it, then...
- Second - Rub soapy water over the suspected area of the inflated mattress and look for the bubbles. If you still don't have any luck...
- Third - Put your inflated mattress in a bath and squeeze! Most punctures can be found easily with one of these 3 methods.
Returns From Outside The UK
We will be happy to assess all returns on the basis set out above. However, Bell Tent UK will not be liable for the additional cost of delivering returned goods from outside of the UK to our London office.