Once your order has arrived please check the goods as soon as possible on a clean dry surface.
If following inspection you are unhappy with your purchase give us a call on 01872 554421 or email us at email@example.com so we can advise on the most cost-effective way to return the item.
Please send items to:
Aztec Leisure Camping
Returning an unwanted item? Please also refer to Section 1
Returning a faulty/damaged item? Please also refer to Section 2
Returning a tent or awning? Please also refer to Section 3
To ensure we process your return efficiently, please follow these four steps:
1. All returns must be accompanied with the following details:
- Original invoice, or enclose a sheet of paper with the following information:
- Full name, address and contact phone number
- Order number
- Details of return
If faulty please describe fault and location. For larger items, like tents and awnings, please mark the fault with chalk or tape
Please ensure that all information is included with the returned item, we reserve the right to not process any returns if the above information is not received with the returned products.
2. Please ensure that items are properly packaged (and boxed were applicable). It is recommended that you keep hold of packaging for larger items (like tents & awnings) in case you have to return for any reason.
We reserve the right to refuse to accept delivery of items that are insufficiently packaged or to reduce the level of refund of your return to cover such damage.
3. We recommend using a tracked signature service as we cannot be held responsible for items lost in transit.
4. Customers are responsible for the cost of returning an item. If your item is excessively large or heavy we can arrange for a courier to collect it at a price which we will agree with you in advance. This price will then be deducted from your refund payment.
Section 1. Returning an unwanted item
You have the right to cancel an order, at any point within 14 working days for a full refund, in accordance with the Consumer Contracts Regulations (2014).
All items must be in completely unused condition, with the packaging undamaged, unsoiled and not tampered with.
Items must be securely packaged for the journey back to us.
Under the Consumer Contracts Regulations (2014), Aztec Leisure Camping will not be held responsible for any postage costs for the return of any unwanted/unsuitable products. We will, in most cases, be happy to arrange for such returns to be collected, however, we reserve the right to subtract our costs in doing so from any refund due to you.
Section 2. Damaged or Faulty Items
If you have received damaged or faulty items, please inform us as soon as possible, at least within 30 days, so that we can remedy the problem effectively.
We will ask that, if possible, you email us at firstname.lastname@example.org photographs of the fault or damage so that we can determine the best course of action, which may be a replacement or under some circumstances a repair of a faulty component. For items damaged in transit we will ask for four pictures, one of the damaged item, one of the delivery label, one of the external packaging, and one of the internal packaging. Examples of the packaging are shown at the bottom of this section. We are unable to process courier claims without these photos.
We will then organise a returns label or a collection from a requested address on a suitable date. This is not a timed collection service although we will do our best to accommodate customer's specific requirements.
An initial charge may be made for the collection if using our courier service, but this will be refunded immediately after the fault is confirmed to be of a manufacturing origin (or failure of significant component parts of the item).
Once back, the item will be inspected by our returns team. For certain items, such as tents and awnings, the item may need to be passed on to an independent and approved third party for in-depth testing and examination. We will confirm any potential cost of this service beforehand.
For reasons of health, items cannot be accepted back for inspection if they arrive in a dirty or wet condition. It is important to dry any tent/awning before packing it back up after pitching, as damp can very quickly cause the goods to become tainted or corroded. Items delivered in this way may be rejected by us and returned to the customer for cleaning.
Items that have been damaged by misuse, overuse or negligence will not be exchanged, refunded or credited. Under these circumstances, we are happy to provide an after sales service and to advise if an item can be repaired, but any such repairs or replacements are at the customer's expense. No repairs will be undertaken without the specific consent of the customer.
In the event that no fault with an item is found the initial collection charge will not be refunded and a charge may be made for returning the item to the customer.
Once a fault is confirmed with a product then a replacement item will be sent. If a replacement is not required (or available), then a notice of credit or a refund will be issued as appropriate. We will either include your original postage charges (for UK addresses) as part of a refund or send the replacement at no extra cost.
Section 3. Returning a tent or awning
Under Distance Selling Regulations you have a right as a consumer buying online to inspect the goods you are buying. However, tents and awnings can be easily damaged/soiled during pitching, we will only accept returns on unwanted tents if they have been inspected on a clean and dry surface. We cannot accept a used or dirty tent/awning back for return.
Due to the size and weight of many tents, you may wish to contact us to arrange a convenient collection. This is a chargeable service which starts at £15 per box.
Tent poles, shock cord and spring links are vulnerable to damage and we will generally consider breakages as user damage and not a fault with the tent. However, we are happy to send out replacements for a small charge, just call or email us for more information.
Damage can occur through force being applied incorrectly during the pitching process, and this can cause tearing or ripping to stress points on a tent. Again, we would generally not consider this a fault with the tent.
Section 4. How long will my return take?
We will do our very best to process your returns within 7 days of receiving them. Larger items needing full inspection such tents, awnings and gas appliances may take longer.
In the case of faulty items, we will try to process these as quickly as possible.
Please also be aware that due to the seasonal nature of the outdoor business certain times of year are very busy for returns. We process all returned items in order of receipt and ask for your patience if it takes a little longer during peak periods.
If you have an urgent enquiry please don’t hesitate to contact us:
Telephone: 01872 552372