Shipping, Returns & Warranty Policy
Shipping & Delivery
We offer FREE Next Day Shipping on orders over £100 to most parts of mainland UK.
Orders under £100 will be charged either £6.99 Standard delivery, or £3.99 small item delivery. These will be shipped via an Next Day Delivery service (DPD or Royal Mail)
Heavier items (over 25kg) will normally be shipped with UPS, while smaller items are typically sent via DPD or Royal Mail.
Orders placed before 1pm (Monday–Friday) are usually dispatched the same working day. Deliveries are typically made Monday to Friday between 08:00 and 19:00, excluding public holidays.
Once your order has been dispatched, you will receive a confirmation email with tracking details.
Delivery times are estimates and are not guaranteed. While most UK orders arrive the next working day, delivery may take up to 48 hours depending on order time and location. Orders placed over the weekend will be dispatched Monday, for delivery Tuesday (Wednesday after a Bank Holiday).
Larger items, such as marquees, are shipped on pallets. Please allow up to 5 working days for delivery within the UK.
For orders delivered outside the UK, the recipient will be responsible for any customs clearance, duties, or taxes imposed by the country of receipt. Canvas tent shop will not accept any responsibility for import charges due. Orders returned to the UK due to non- payment of duties and taxes will be refunded less the cost of return shipping.
Inspecting Your Goods
We recommend that you inspect your goods as soon as they arrive to ensure all items are present and in good condition. Please check your tent and components before travel or use.
Any visible damage to packaging or goods should be reported to us as soon as reasonably possible so we can assist promptly. This does not affect your statutory rights.
Loss or Damage in Transit
If goods arrive damaged or faulty, please contact us as soon as possible with photographs of the item and packaging so we can investigate and resolve the issue.
Reporting damage promptly helps us make a claim with the courier, but does not limit your legal rights in relation to faulty or defective goods.
Returns – Change of Mind
You have the right to cancel your order within 30 days of receiving your goods.
To cancel, please notify us in writing (for example by email) and return the goods to us.
Returned items must be:
- In the same condition as supplied
- Unused beyond reasonable inspection
- Unassembled
- Complete with all parts, accessories, and instructions
- Returned with original packaging where reasonably possible
You are permitted to inspect goods as you would in a shop. If items show signs of handling beyond what is necessary to establish their nature and function, we may make a reasonable deduction from the refund to reflect any loss in value.
Returns Process
Please contact [email protected] to request a returns form and return address. Returns sent without this information may be delayed or rejected.
We do not offer a free returns service for unwanted items. You are responsible for the cost of returning goods unless the item is faulty or incorrect.
We strongly recommend using a trackable and insured delivery service and retaining proof of postage. We cannot be held responsible for items lost or damaged in transit back to us.
Refunds
Refunds will be made to the original payment method within 14 days of receiving the returned goods or proof of return.
Where a cancellation is valid, refunds will include the cost of the item(s). Outbound delivery charges will be refunded where required by law.
Deductions & Unsaleable Returns
If returned items or packaging are damaged, marked, incomplete, or show signs of use beyond reasonable inspection, we reserve the right to make a reasonable deduction from the refund to reflect any loss in value.
Items returned in an unsaleable condition may be refused and returned to the customer.
Faulty or Defective Goods
If your item is faulty, please contact us as soon as possible and provide representative photographs / video clearly showing the issue.
In some cases, we may ask for the item to be returned to us for inspection before a remedy is agreed.
Where a fault is confirmed, we will offer a repair, replacement, or refund, in line with your statutory rights. We will also reimburse reasonable return postage costs.
Damage caused by misuse, accidental damage, abuse, unauthorised alterations, or use inconsistent with the product’s intended purpose is not considered a manufacturing fault.
Warranty
Canvas Tent Shop offers a 12-month warranty on tents against manufacturing defects. This warranty covers faults such as defective stitching or missing components at the time of delivery.
The warranty does not cover damage caused by:
- Wear and tear resulting from normal use or environmental exposure, including colour fading from prolonged sunlight (UV) exposure, reduced water repellence, cosmetic marks, condensation effects, or natural material ageing.
- Mould or mildew resulting from use or storage conditions which are beyond our control
- Improper pitching or use
- Extreme or abnormal weather conditions
- Bent poles caused by gales/storm conditions
- Accidental, malicious, or non-malicious damage
Please note – Bell tents should not be pitched in windspeeds exceeding 35mph (gale force) .
Poles and zips are not covered by this warranty where damage has resulted from misuse, wear and tear, or environmental conditions. Replacement parts may be available to purchase.
This warranty applies to leisure use only and does not cover professional or long-term commercial use.
Where a manufacturing defect is confirmed, we will offer a repair or replacement as appropriate.
The warranty is non-transferable and is provided in addition to, and does not affect, your statutory rights under UK consumer law.
Customer Support
We take customer support seriously and aim to resolve issues quickly and fairly. If your product has a manufacturing defect or has been damaged during shipping, please email [email protected] with photographs of the product and packaging so we can assess the issue and assist you promptly.
Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.