Terms & Conditions

Terms & Conditions

Satisfaction Guarantee

For your extra peace of mind all online purchases are covered by our 14-day exchange or money back guarantee (excluding any carriage charges incurred). If you change your mind for whatever reason, return the unused item(s) in their original unopened packaging to “Tent Hire Limited” accompanied with the receipt and/or invoice and we will be pleased to offer you an exchange or refund - no hassles, for your total peace of mind. Please ensure you return your original receipt and a cover note in with your parcel so that we can quickly identify your order.

Payment

All prices are in pound sterling and are inclusive of VAT at the current rate. Payment can be made securely using Paypal via our online store (a2zcamping.co.uk) or by fax, post or telephone. All payments are subject to validation checks and where required, authorisation by the card issuer. If the issuer of your payment refuses to authorise, we have the right to cancel the order.

All prices within the a2zcamping.co.uk website, are exclusive 'website only prices' and no guarantee can be made that these prices will be matched in store, unless otherwise stated. You must complete your purchase online to benefit from these website savings.  

Availability

We aim to hold all items in stock, however should an item be more popular than we expected, there might be occasional delays when ordering. If this does occur then we will contact you advising you of any delays with an option to cancel your order if requested. Items which have been purchased through our ‘Reserve, Pay and Collect’ option will be reserved for a maximum of one calendar month. We will then notify you of your outstanding collection and/or may cancel your order.

Delivery

UK:  The majority of our deliveries within mainland UK are made within 1 working day of payment authorisation. Next Day delivery is for next working day, for this purpose, Thursdays and weekends are not counted as working days. Some offshore and remote areas together with highlands and islands can experience additional delays due to their location. Orders placed after 2:30pm will be despatched next working day. Orders placed after 2:30pm Wednesdays will be despatched on Friday for delivery on Monday, this is because our store is closed on Thursdays. See our opening times for details. Full details are available on request.

Tent Hire Ltd will advise regarding the delivery date for out of stock items.  Please note that we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering goods that are beyond reasonable control i.e. acts of God, rioting, floods, fire etc. as a guide. In the unlikely event that your product appears lost or is damaged in transit please contact us immediately. Please ensure you only sign for parcels which are in good conditions. If you are unable to inspect the goods on delivery please sign for parcels 'unchecked'.

Damaged Goods

All your goods should arrive in perfect condition, however, if you do receive goods that appear to be faulty or damaged, please notify the courier on delivery and advise Tent Hire Ltd within 48 hours of receipt. This applies to any items that may appear to be missing, unless stated on the invoice that the item is currently out of stock. If any items are not to be used straight away, we advise customers to check that the goods have been received in perfect condition and good working order within 10 days of receipt. The company will do everything possible to ensure your delivery arrives on time and intact. We will not accept responsibility for any additional expenses occurred due to late, damaged or incomplete deliveries.

Returns Procedure

The terms and conditions of sale detailed below are provided for your information, in line with legislation contained in Consumer Protection (Distance Selling) Regulations 2000. This legislation covers items bought where there is no direct contact between the supplier and the consumer. It does not apply where goods are bought for business use, from our showrooms, fairs or exhibitions.

All returns must be accompanied with your original sales invoice and clearly labelled.
Goods returned without supporting documentation will not be considered and maybe refused. Carriage charges will not be refunded unless the item(s) is found to be faulty or have a manufacturing defect. We do not refund on customers incurred expenses.

To protect our staff and adhere to health and safety regulations, we are unable to accept, inspect or repair any product which is not returned in a clean and dry condition. Please ensure all items are clean and dry before sending them to us as we are unable to handle wet or soiled products. Any items returned in poor condition, as described above, will be returned at the senders expense or held for a maximum of 28 day before they are disposed of.  

Return of goods:

a)   Distance Selling regulations allow for a cooling off period of 7 days from receipt of goods covered under the legislation. Customers may return specified goods without reason within this period for a refund. This excludes goods made to the consumer's specifications. It does not apply to goods intended for everyday consumption. Goods returned must be complete, unopened and in their original packaging in a resalable ‘new’ condition. If the goods are not in a re-saleable condition, we reserve the right to refuse a refund, or deduct up to 20% of the purchase price from the refunded amount.

b)  The cost of returning and appropriately insuring the goods until satisfactory receipt at the company will be borne entirely by the customer. If your item is excessively large or heavy we can arrange a courier to collect it at a charge of £12.00.

If a refund is required

a)   We will refund you the price you paid minus the original delivery charge. If your item was purchased under a free delivery option a standard £6.50 fee will be deducted from the refund amount. Refunds will be issued within 28 days of receipt of the returned goods to our stores.

b)    We will apply the refund to your original payment method only.

If an exchange of goods is required

a)   After safe receipt of the returned item, we will despatch an alternative product of your choice.

b)   If the replacement is more expensive the balance of the price together with the delivery will be payable prior to despatch to you.

c)    If the replacement product is cheaper we will refund you the difference less the delivery charge.

d)  Special offers; it is not always possible to exchange goods which were originally purchased as a ‘Special Offer’ for the same price as the offer. Some items may have been selected as a special offer because of manufacturer availability or under restricted colour or size conditions.

Return of goods which are faulty; not of satisfactory quality or not fit for purpose

a)   If you wish to return goods which you believe are damaged or faulty, please contact us on 01922 634808 to discuss the best way to return them to us. If the item is heavy or large we can arrange a courier collection for you.

b)   Upon receipt we will investigate your claim within 7 working days.

i)    If the fault is obvious and inherent we will process the refund, repair or exchange at our discretion within 7 days

ii)  If the fault is not obvious or disputed we may invite the manufacturers to test or inspect the product on your behalf. This process can take up to 4 weeks depending on the fault and availability of the manufacturers to conduct their investigations.

iii)   The following items will normally require a manufacturers response:

o   Electrical items, generators and gas appliances

o   Tents, canopies and groundsheets

o   All caravan and motor home awnings

o   Sleeping bags and water carriers.

c)    Goods which are found to be damaged or faulty, we will either;

i)     Issue a refund on your purchase including all return delivery cost or

ii)    Send you a replacement and refund you the cost of returning the product or

iii)   Have the product repaired, return it to you and refund on your cost for returning the product to us.

d)  In the event that the product does not have a fault or damage due to faulty manufacturing, but has been misused or sustained damage after purchase; or is subject to normal wear and tear, we will contact you to discuss whether you wish the goods to be returned or repaired, if a repair is feasible. In these circumstances both the cost of repair and return of the goods to you would be at your expense

e)  In the event that the damage to the goods has been contributed to by you or the goods have been in your possession for more than 30 days, we may consider giving you a partial refund for the goods, but this would be entirely at our discretion.

f)    Zips, Velcro tags, guy lines, ladder rubbers, pegs, halogen tubes, light bulbs and fuses,  are not covered under the manufacturer’s warranty.

g)  Items which have been specially ordered will only be repaired or exchanged. No refund will be issued for these items.

To cancel the contract under the terms of the Direct Selling legislation with Tent Hire Ltd. the Customer Services Manager must be contacted in writing at the above address within 7 days of receipt of the goods. The customer will be required to return the goods to the company before a refund can be processed. The Customer Services department will then contact the customer with a RETURN TO MANUFACTURER number within 7 working days. This number must be quoted on all returned goods so that the goods can be properly identified. The company cannot be held responsible for goods returned without proper identification.

Specification

Every effort has been made to ensure that the specifications on this Website are correct at the time of publishing, however technical data, including colour, dimensions and weights serve only as a guide. Sometimes product specifications may change, in such instances we'll do our very best to inform you and make the corrections to our site. All our sizes and measurements are approximate and the utmost care is taken to ensure the accuracy of these dimensions. No guarantee is given or implied that goods will confirm in absolute detail to the description or illustrations published.

Collect In Store
All collect in store items are held for a maximum of 7 days before the online order is cancelled and any payments refunded; unless specified within your order. We cannot hold stock indefinately due to the high volume we sell and limited storage capacity.

Printing & Pricing Errors

In the event a product is listed at a wrong price due to a typographical (human) error or incorrect pricing information received from our suppliers, we have the right to refuse or cancel any orders placed prior to a contract being made. We will, of course, inform you at the earliest possible time. Prices found through search engines may not be accurate as they may include items from previous promotions or older seasons. The search provided through our own website search facility will obviously be more accurate.

Security

When you shop with us via our Website, all your financial transactions are entirely secure. Our secure server software encrypts all your payment card details. The process scrambles all the information, allowing no unauthorised third party to intercept the data. If you are experiencing problems connecting via our secure server please check that you have SSL switched on in your browser. ALL our online payments are processed through paypal, you do not need a paypal account to purchase from us, they simply provide the payment processing.

Complaints Procedure

In the event that we fail in meeting our high standards of customer service please contact us via: 

Customer Services
Tent Hire Limited
105a Edward Street,
Birchhills,
Walsall,
West Midlands.
WS2 8QR  

Data Protection Act

Please refer to the privacy policy below.

Statutory Rights

These terms and conditions do not affect your statutory rights as a customer.

Product Guarantees

All new products carry a standard 12 month manufacturers guarantee. Should any fault arise within the first 12 months of ownership due to faulty materials or workmanship, we will, at our discretion, take necessary steps to repair or replace the defective part.  This does not apply to faults caused by weather damage, accident, neglect, excessive wear & tear or misuse, for which there will be no repair or exchange. The guarantee will be deemed invalid if goods have not been treated in accordance with the manufacturer’s instructions and/or have been altered or modified.  This does not affect your statutory rights.

Delivery Costs

A standard UK mainland delivery charge will be calculated on your order and added to your shopping basket, some items may only be despatched by Royal Mail postage or overnight courier. Please contact us with any specific requirements.

Changes to the Website

We reserve the right to make changes to this Website, the disclaimers and the terms and conditions at any time without prior notice.

Privacy Policy

Data Protection Statement

Tent Hire Limited is committed to the security of this Web site and the protection of your data is taken extremely seriously. As such the information below is provided to set out our data-protection policy.

The a2zcamping.co.uk Website does not capture and store any personal information about individuals who access these web pages, except where you voluntarily choose to provide personal details, such as using our shopping facility, or by enquiring about or ordering any of our services. In these latter cases, the personal information supplied is used exclusively by Tent Hire Limited for providing current and future information about our products or any services described on this Web site. We do not pass personal data onto outside organisations and/or individuals, except with your express consent.

Tent Hire Ltd monitors the IP address of visitors to assess which pages are the most popular. These IP addresses are not linked to any personal data and visitors to our site remain anonymous.

You have a right to know about the personal information Tent Hire Ltd  holds about you. You also have a right to have your data corrected or deleted. Please address all your requests and/or queries about our data-protection policy to our online customer services team.