We want you to be happy with your purchase from OEX Tents UK. If something is not right, this policy explains how returns, refunds and exchanges work. It does not affect your statutory rights as a UK consumer.

Return window

You can return most items within 30 days of receiving your order. To be eligible, items must be unused, in the same condition you received them, and in their original packaging with any tags attached. Tents that have been pitched outdoors, used or soiled cannot be accepted unless they are faulty.

How to start a return

1. Contact us through our contact page with your order number and the item you wish to return.
2. We will reply with return instructions and the return address.
3. Pack the item securely and send it back using a tracked service, keeping your proof of postage.

Please do not send items back before contacting us, as we cannot process returns that arrive without prior notice.

Return shipping costs

Unless an item is faulty or we sent the wrong product, the cost of returning an item is your responsibility. If the return is due to our error, we will cover the cost of getting it back to us.

Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method. Depending on your bank or card provider, it can take several business days for the refund to appear on your statement after we have processed it.

Exchanges

If you need a different item, the quickest way is usually to return the original for a refund and place a new order. Contact us if you would like help arranging this.

Faulty or incorrect items

If an item arrives damaged, faulty or different from what you ordered, contact us as soon as possible with your order number and photos. We will put it right with a replacement or a full refund, including any return shipping costs.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We can cancel an order only if it has not yet been dispatched; after that it will need to be handled as a return.