At Tent Gear Store, we stand behind the quality of our outdoor equipment and want you to be completely satisfied with your purchase. If you’re not happy with your order, we offer straightforward returns and exchanges within 15 days of receiving your items.

Our Return Policy

We accept returns and exchanges for most products within 15 days of delivery. To be eligible for a return:

  • Item must be unused, in original condition with all tags attached
  • Original packaging must be intact
  • Proof of purchase is required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Air Tube Replacements (hygiene reasons)
  • Camp Kitchen items that have been opened or used
  • Camp Lighting with signs of use
  • Any items that show signs of wear or have been assembled/used

How to Return an Item

Step 1: Submit a Return Request

Email our customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number]
Dear Tent Gear Store Team,

I would like to return/exchange the following item(s) from my order #[Your Order Number]:
– [Product Name] (Quantity: X)
– Reason for return: [Please specify]
I understand that I am responsible for return shipping costs unless the return is due to an error on your part.

Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name] [Your Contact Information]

Step 2: Wait for Approval

Our team will respond within 2 business days with return authorization and instructions.

Step 3: Ship Your Return

Once approved, please ship your return to:

Tent Gear Store Returns
24 Unit 33, St Nicholas Market
Bristol, GB BS6Z 8SI

We recommend using a trackable shipping service as you are responsible for the item until it reaches us.

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error
  • You will receive an email confirmation when your refund has been processed

Refund Timelines

Depending on your payment provider, it may take additional time for the refund to appear in your account:

  • Credit/Debit Cards: 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Exchanges

To exchange an item:

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement item
  3. We’ll process the exchange once we receive your return
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item or incorrect product received
  • We’ll arrange for a replacement or refund at no additional cost to you
  • In some cases, we may ask you to return the item using a prepaid shipping label

International Returns

For customers outside the UK:

  • You are responsible for return shipping costs and any customs fees
  • We cannot refund original shipping costs for international orders
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 2 business days.