Returns Policy - Web & Shop

Web Returns

Due to our ordering process, we may not be able to cancel your order before dispatch. If you exercise your right to cancel prior to receiving the products, we will attempt to stop the products from being delivered to you. However, if this is not possible and the products have been delivered you will be able to return the items in line with your rights set out below.

Unwanted Goods - Website Only

All orders have a cooling off period of 14 calendar days in which you can cancel, this starts from when the goods are received. You do not have to give a reason for returning your order within this time period.

If you are returning goods which you do not want, under the Distance Trading Regulations you have 14 calendar days in which you can change your mind and cancel your contract with us. Please let us know as soon as you decide that you have changed your mind. You must return goods without delay within 14 days and advise that you wish to cancel your contract. Goods must be in an unused condition.

Please contact us via email at websales@attwoolls.co.uk if you wish to return your order. We can create a record on our system and reduce processing time when the item has been returned to us. You are required to download, print and complete the returns form below. Please enclose the Returns form in the parcel you are returning. If you require help, we can arrange a collection for you. All unwanted products are returned at your own cost.

We recommend using a trackable service and obtaining proof of postage as evidence of dispatch. You must take care to ensure that the products are securely packaged, as we cannot take responsibility for loss or damaged returns in transit.

Returns should be sent back to us at:

Attwoolls Outdoors
Bristol Road
Whitminster
Gloucestershire
GL2 7LX

Refunds Procedure - Unwanted Goods

All applicable refunds of returned goods will be processed within 14 days from the date the item has been received by us. We will refund you the price you paid for the products, this does not include the postage charge to send the items to you.

Once the refund has been processed refunds may take up to 3-5 working days for the monies to be credited to your account depending on whom you bank with.

Damaged or Faulty Goods - Website Only

If you have a problem with an item which you have ordered please contact us straight away using the email websales@attwoolls.co.uk. Please provide a description of the fault(s) and, if possible, attach photo/video evidence to help us determine the next steps.

You, the customer, are solely responsible for inspecting the product upon delivery - In the unlikely event your order is incorrect or damaged by the courier then please contact us within 48 hours of receipt.

For faulty goods, we will arrange to repair or replace your order, as long as the product has been used as intended and does not, on examination, display any signs of misuse. You are required to download, print and complete the returns form below highlighting the fault(s). Please enclose the Returns form in the parcel you are returning. This does not apply to faults caused by accident, neglect or misuse, for which there will be no refund or exchange. This does not affect your statutory rights.

We are under a legal duty to supply products that are described, fit for purpose and of satisfactory quality. If you purchase a product through our website that is faulty you have 30 days of receipt within your legal rights entitling you to a full refund.

Should a fault occur after the 30 days but before the 12 month expiry period we can offer a repair or an exchange of that product. We are entitled to repair or exchange that product. If it cannot be repaired or exchanged you may be entitled to a refund. For faulty products, we will examine them and/or send them back to the product manufacturer for inspection. Where applicable a refund will be provided to you within 14 days of the day we agree that you are entitled to a refund.

Incorrect Goods - Website Only

Should you need to return a product due to an error on our part, we will exchange or refund the product for you. We will also refund any reasonable associated carriage costs.

Printing & Pricing Errors

In the event a product is listed incorrectly due to human error or incorrect pricing received from the supplier, we have the right to refuse or cancel any orders placed. If payment has been charged for the purchase and your order is cancelled we will immediately issue a full refund.

We reserve the right to alter prices and specifications at any time without prior notification, so please check before placing your order.

Store Returns

Unwanted Items - In Store Only

You can return unwanted items purchased in store to the store within 7 days of purchase with a valid receipt for a full refund. The item must be in a perfect, unused, and resellable condition including packing and tags. This excludes all Tents, Awnings, Driveaways and Associated products.

Please allow 3-5 working days for the refund to appear in your bank account. After 7 days and within 30 days of purchase a credit note to the value of goods will be issued.

If you have bought your item using a gift voucher then you will be issued a new gift voucher or credit to the amount of the item(s) purchased.

Exchange Policy - In Store Only

You can exchange items bought in store within 30 days of purchase with a valid receipt. The item must be perfect, unused and a resellable condition including all packaging and tags. This excludes all Tents, Awnings, Driveaways and Associated products.

Faulty Items - In Store Only

If a product you bought from us in the store has a fault you must return it to the store with a valid receipt or proof of purchase. For items purchased within 30 days that are faulty we can offer a full refund, repair or replacement after the item has been inspected.

Please bear in mind certain items may need to be returned to the manufacturer for inspection and verification that the item is faulty. You will be advised of this and the time frame by a team member. Items purchased over 30 days but within 12 months will be offered a repair or replacement of the product free of charge.

Tents, Awnings & Driveaways

Your new Tent/Awning/Driveaway is covered against faults in both materials and workmanship for a period of one year from the date of purchase. Please note that this guarantee does not cover damage to the tent/awning/driveaway, poles or other components caused by the following:

• Stormy or Windy conditions
• Accidents or misuse
• General wear and tear
• Incorrect erection

We allow a period of 30 days of receipt for you to inspect and check your new tent/awning/driveaway. If there are any obvious genuine faults please inform us and the tent may be returned for a repair, exchange or refund within this period. Other less obvious faults such as leaks, may require us to retain the tent/awning/driveaway for testing or send the item to a third party for verification.

After this period of time if you believe your tent to have a genuine manufacturing fault, please contact us in the first instance by email at aftersales@attwoolls.co.uk.

WEEE & RoHS Directives

The Waste Electrical and Electronic Equipment Directive (WEEE Directive) is the European Community directive 2022/96/EC on waste electrical and electronic equipment (WEEE). Which together with the RoHS Directive 2002/95/EC became European Law in February 2003, setting collection, recycling and recovery targets for all types of electrical goods.

Some of the products we sell may contain substances that are hazardous to the environment if not disposed of properly.

Electrical and electronic equipment should never be disposed of in your general waste collections but must be separately collected for their proper treatment and recovery. The bin symbol (below) is applied to any product that requires a WEEE compliant disposal.

The crossed out bin symbol which you may see on some of our products reminds you of the need to dispose of this product correctly and the end of its life. In this way you will assist the recovery, recycling and reuse of many materials used in this product. At the end of the life of your product please contact us for information on disposal arrangements.

When buying a new product from us you may be entitled to return an end of life product of equivalent type that has fulfilled the same functions as the new equipment to be supplied.

Where possible please recycle the packaging. With your help it is possible to reduce the amount of electrical and electronic waste ending up in landfill and to improve the quality of life by preventing the release of potentially hazardous substances into the environment.