Kendal Camping Centre's Returns Policy 

Before any goods are returned to us you must contact us by email to notify us of your intention to return an item. If you have not received an email acknowledgement within 48 hours please telephone to confirm that we have received your email.

 Email: returns@kendalcamping.co.uk
 

Telephone (From UK): 01/53 95 61177  Telephone (From Overseas): 0044 15395 61177

7 Day Return: Acknowledgement – Process – Action
 
Kendal Camping Centre is committed to making our returns process as quick and efficient as possible. We have a dedicated Returns Team ensuring your returned item(s) will be processed and any action necessary confirmed and authorised within 7 days from receipt of returned goods. Please note that any subsequent action authorised during the returns process may take more time - please see estimated time scales below.

Returns Notification (refer to full details below)

• Incorrect Goods - notify us within 24 hours - we will collect incorrect items and issue replacement goods
• Goods Damaged in Transit - notify us within 24 hours - refuse delivery or sign as damaged. If already accepted, we will collect goods and issue replacement goods
• Faulty Items - notify us within 28 days - we will inspect on site to confirm fault and issue replacement goods on confirmation

Estimated Return Time Scales

• Fault Inspection - Electrical Goods: inspection required to confirm fault(s). Can be completed on site. Usually 7 days from receipt of goods.
• Fault Inspection -  Inflatables: 24 hour pressure test. Can be completed on site. Usually 7 days from receipt of goods.
• Fault Inspection - Tents: inspection required to confirm fault(s) by a dealer-approved inspector. On receipt, we will dispatch the tent to one of our inspection sites where the tent will be pitched and a detailed inspection carried out. Water testing requires 48 hour test. Once confirmed, the fault will be logged and further action authorised. Usually 7-14 days from receipt of goods
• Tent Repair: should be completed within 8-21 days by approved repairer Scottish Mountain Gear

Repair, Replacement, Credit or Refund?

• Kendal Camping Centre will seek to directly replace any faulty, damaged or incorrect items that have been notified to us within the time scales detailed above.
• Items that become faulty, or are notified as faulty after this period will be repaired, if possible, by an approved repairer.
• Any refunds required after 28 days have elapsed will be issued as credit. A unique voucher code will be created for you to use online which you will be able to deduct from future orders. Credit vouchers will expire at the end of the original warranty period (i.e. one year from date of purchase). New purchases using credit vouchers will be covered by a new warranty like any new order.
• Poles, shock cord and spring links are replaceable items prone to accidental damage and therefore not covered under manufacturing warranty (see below)

UNWANTED GOODS

We hope you will be completely satisfied with your purchase from Kendal Camping Centre, but if you wish to return an item to us we aim to make it as quick and convenient as possible.

By law, under Distance Selling Regulations you have the right to cancel your order at any time up to 7 days from the day after delivery. 

Tents (and tent-like structures):

• Tents must be sealed, factory packed and in an unused and re-saleable condition. We cannot sell unpacked tents as new and consequently we reserve the right to refuse any return of an unpacked tent at our discretion. A signed delivery docket for a returned item does not consitute acceptance of your return, and any unauthorised tent return may be refused with the sender being liable for any costs incurred in returning the tent back to them.

Footwear:

• We understand that buying footwear online means you cannot always check the fit of an item before purchase. We aim to give accurate size charts to help with sizing but please note that UK sizing interpretations are widely variable between manufacturers and you should always buy footwear based on your European (EU) shoe size for the best possible fit. Kendal Camping Centre will not be responsible for return postage due UK sizing variations as some single UK sizes can cover up to three EU sizes, although we will accept these returns in line with our standard returns policy.

• All items must be returned as new in re-saleable condition as you would expect to find them. Footwear should be tried on for sizing indoors in a clean environment for a short period only and preferably on a carpeted surface. Returned footwear should still have original tags attached and will be thoroughly checked for visible wear to the soles, the presence of dirt, any marks to surfaces (especially apparent on leather, suede and rubber) and for the presence of any odour. Any footwear showing signs of wear other than for sizing will be rejected for return. 

Clothing:

• We understand that buying clothing online means you cannot always check the fit of an item before purchase. We aim to give an accurate size chart for all clothing and helmets, and most items will be available to try on in our stores. Please note that as sizing is given by the manufacturer and varies according to the design and cut of individual garments, Kendal Camping Centre cannot be responsible for return postage on ill fitting items. However, we do offer an open return on clothing in line with the above policy for your peace of mind.

• All items must be returned as new in re-saleable condition as you would expect to find them. Clothing should be tried on for sizing indoors in a clean environment for a short period only. Returned clothing should still have original tags attached and will be thoroughly checked for visible wear, the presence of dirt, any marks to surfaces including deodorant marks and for the presence of any odour. Any clothing showing signs of wear other than for sizing will be rejected for return. 

Once received your returned item will go through an inspection process before your return credit is authorised - this process can take time and during peak season (May-September) you should allow a turnaround time of up to 30 days, although in many cases this will be a lot quicker.

If the goods have been used or damaged, Kendal Camping Centre will not provide a refund or credit. Kendal Camping Centre will not be responsible for paying the carriage charges for returning any unwanted items.

INCORRECT GOODS

If you have received incorrect goods due to an error on our behalf we will collect the incorrect goods from you and send you the correct items. Please try to inform us within 24 hours of delivery so that we can arrange for the correct item(s) to be sent out to you without delay. For some small items ineligible for collection we may ask you to return these to us at your convenience and we will refund any postage costs you incur in this instance.

Any items can be returned to any store site for redirection back to us and returns processing.

FAULTY GOODS

If you have received defective or faulty goods please inform us within 28 days of delivery by telephone or email. We will often ask for pictures of a fault for items such as tents in order for us to authorise a collection request. Kendal Camping Centre will organise collection of the goods, or the goods can be brought back to our store in Endmoor, Kendal, Cumbria. 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. On confirmation of fault we may authorise a like-for-like replacement, approved repair, credit or refund at our discretion.

Kendal Camping Centre will not refund, credit 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. Any damage caused by adverse weather conditions and/or breakages through tents being incorrectly pitched or pegged is not a warranty fault. In the event that no fault is found on inspection, Kendal Camping Centre reserves the right to charge for shipping costs incurred in the collection and return of the item.

Poles and shock cord breakages are not covered by manufacturing warranty on any tent. Fibreglass is easily broken through use of incorrectly applied force, poor storage or transportation, and poles are seen as replaceable items. Spare poles and shock cord are available for purchase either in store or online. On supplier instruction, Kendal Camping Centre will no longer collect or inspect damaged poles as these are not replaceable or repairable under warranty.

DAMAGE IN TRANSIT

If your goods are clearly damaged on arrival please sign as 'Damaged' or simply refuse delivery. In either case please notify us within 24 hours and we will send out a replacement item where possible, and arrange collection of the damaged goods. If you believe your item was damaged in transit but only found out after you accepted delivery, please notify us immediately and in any case within 24 hours of delivery.

MISREPRESENTATION

As a online retailer we make every possible effort to ensure that all item descriptions are clear, accurate and fully representative of the item you are buying. However, with thousands of new listings uploaded each year occasionally listings may contain minor errors. Please feel free to contact us in order to clarify any item particulars if you are unsure. If we notice, or a customer notifies us of an error in a listing we will correct that error immediately. In the case of minor descriptive errors not affecting the basic properties or integrity of an item we will not usually process this as a fault/incorrect goods return. All footwear sizing is based on European (EU) sizing - please see above notes on footwear regarding UK sizing discrepencies.

If you feel any item is significantly misrepresented on our website please contact us immediately so that we can look at rectifying the problem or temporarily removing the listing. If you have purchased an item that you feel has been significantly misrepresented we will review our information and, if found to be erroneous, we will process your return as incorrect goods sent.

Occasionally pricing errors do happen, usually caused by human or typographical error. Kendal Camping Centre is under no legal obligation to sell these items at the incorrect price. In this situation any customers who have placed an order will be notified of the error as soon as possible, and any money already debited will be refunded immediately to their original payment method. 

WEBSITE PRODUCT IMAGES

Please note that all product images listed on the website are for illustrative purposes only. We endeavour to provide high resolution, clear and accurate pictures of each product to aid in the buying process for our customers. All products we sell are accompanied by manufacturer-supplied images and we cannot be held responsible for minor discrepancies between those images and the actual product supplied. Some images may contain items not available for purchase or part of the product. Please refer to item descriptions for product details. The majority of items for sale on our website may be available for inspection at our store in Endmoor, Kendal, Cumbria. We will not entertain a fault or incorrect goods return for items purchased by customers that have not read the detailed item description, although we will accept returned items in line with our standard unwanted items return procedure.

POSTAL LOSS DISCLAIMER

Items that you return to us are considered your property and responsibility until signed for by a member of Kendal Camping Centre staff. We recommend that you use an insured courier service that requires a signature for all items (regardless of value) for security and your peace of mind. Kendal Camping Centre will not accept any responsibility for items 'lost in the post' and cannot accept proof of postage as proof of delivery.

Kendal Camping Centre will not be held responsible for any of the following:

• Reimbursing the cost of travel in any circumstance
• Reimbursing the cost of accommodation in any circumstance
• Reimbursing any costs due to products causing damage to any property or persons
• Reimbursing any costs incurred for any goods not working for their intended purposes
• Reimbursing any costs incurred for any delay in delivery your order
• Paying compensation to any party for any reason

If you have any problems or questions please remember the team at Kendal Camping Centre will be delighted to help you: 015395 61177.

~ FURTHER NOTES REGARDING WARRANTIES AND BEST USE OF YOUR PURCHASE ~

TEST PITCHING

Like with any new product, we advise that once you receive your tent you put aside some time to check the tent and pitch it in your garden or in a park. This process is important as it saves the rare awkward situation of arriving at your campsite and finding part of your tent is missing, or not knowing how to put it up. Many larger tents come in two or more parts - remember to check to make sure all boxes from your consignment 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)

Any claims for missing, incomplete or damaged parts must be notified within 7 days in order for us to rectify the issue. After this period any action we may take regarding the supply of replacement parts will be solely at our discretion.

An initial test pitch will also allow you to check your tent for breakages or manufacturing faults. As with any new product occasionally 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 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.

Golden rules to avoid damaging your tent:

• Only attempt to put your new tent up in light winds on a dry day
• Never force any part of your tent
• Read and re-read the instructions 
• Ask a friend or family member who has camping experience to lend a hand 
• 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: 015395 61177

What is Covered By Manufacturing Warranty?

By law, manufacturers have to warrant that the products that they supply are fit for purpose, conform to use and are of satisfactory quality. The price and nature of the item purchased affects how these terms are defined, i.e. a budget or value item is expected to last less long and be of a lesser quality than a higher priced item.

All items sold by Kendal Camping Centre, both online and in-store are covered by at least 1 year’s manufacturing warranty unless otherwise stated. This means that the item should reach you in perfect condition unless otherwise notified (for example: ex-display tents) and free from manufacturing errors. Certain items/parts are not covered by this warranty as they can be easily damaged and replaced (for example: tent poles).

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 water ingress or leak: 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 usually do not affect natural fibre tents with Polycotton fabrics

Tight zips: this is a result of 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.

Water pooling inside the tent after heavy wind and rain: Venting on tents can be vulnerable during periods of strong wind and rain combined as the wind can open vents and drive the rain inside. Some designs of tents are better at avoiding this leakage, but this is often unavoidable. The application of extra Velcro strips along the full length of some vents may help.

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 results in an insurance claim for a new tent. Kendal Camping Centre can work with insurers in the later stages of a claim for valuations and the provision of replacement goods.

Incorrectly applied force: 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: 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 poles are very fragile and even small bumps and knocks can break the fibreglass and they are therefore not covered by warranty. Shock cord can be easily and cheaply replaced and pole sections can also be replaced. 

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. Significant repair cost, whole new pole set, possibly un-repairable 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