>Please note: this policy refers to our online shop only. All other purchases – caravans, motorhomes, campervans, instore accessory purchases, parts ordered through us, are subject to their own returns conditions.
To help us process returns as quickly and efficiently as possible please contact our office either using the following contacts:
Preston Caravans and Motorhomes
Blackpool Road, Clifton, Preston
Distance Selling Regulations state you are legally entitled to cancel your order within 14 days, starting the day after receipt of your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty fees. However, you will need to notify us if you wish to cancel your contract, either in writing or by email at email@example.com.
Please do not write or tamper with the manufacturers original packaging. Instead please pack returning item/s into a suitable box or bin liner etc. to preserve their original condition.
If you have received the goods before you cancel your contract then you must send the goods back to our dealership at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our address at your own cost and risk as soon as possible.
Once you have notified us that you are cancelling your contract, the relevant sum debited to us from your credit card will be re-credited to your account. However, in the event only part of an order is cancelled no delivery cost shall be re-credited. Before funds can be credited back to your account, cancelled items must be returned to us within 14 days and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
You will be re-credited for the costs incurred in returning faulty goods.
The contract price we pay shipping carriers for returning your unwanted goods (referred to as a 3rd party collection service) is greater than the cost of the original delivery. The cost of returning an item to our premises will be either £12.50 or £80.00, depending on the size and weight of the goods being returned.
If you wish to return a product under guarantee you must submit a claim in writing, either by post or by email, at firstname.lastname@example.org. You will be provided with an RMA (Return Merchandise Authorisation) reference, which will help us identify your records in any future correspondence.
You must send goods back to us at our contact address and at your own cost and risk. However, if the cost of returning goods exceeds £10.00, we reserve the right to make arrangements for collection of returning goods to minimise expenses.
Please send evidence of postage costs with your goods. We advise that you send your returns using a tracked delivery service, with appropriate insurance, to cover the cost of damaged or lost items.
Before a guarantee claim can be accepted, faulty goods must pass through a process of inspection to determine the exact cause at fault. If, during the inspection we find evidence indicating the cause to be misuse, modification, or that goods have not been used in accordance with manufacturers operating instructions or guidelines, we may not be able to offer a replacement, exchange or refund. In such cases, you may have to pay a delivery charge, to cover the cost of returning your goods back to you.
Once a valid guarantee claim has been established, we will provide you with either a repair, exchange or refund. As a general rule if a product cannot be repaired it will be replaced. If we are unable to replace an item under guarantee, we will re-credit your account with the original cost plus, any charges incurred for the transport of faulty goods returned to our premises, up to a maximum of £10.
Most claims are completed within 5-10 working days. However, some tent and awning claims can take longer but no more than 30 days in total, as required by statutory law.
We work extremely hard to ensure that mistakes caused by human error do not happen. However, if you should receive an incorrect item/s, please let us know within 14-days. If you intend on returning an item, which has been delivered incorrectly, it should remain unused and in its original packaging.
Bike racks that have been assembled are classed as secondhand. It is your responsibility to ensure that the bike rack is the correct one for your vehicle before assembly.
Returning an Awning
In the unlikely event we deliver the wrong awning or you decided to return the awning as unwanted it is very important that the awning has not been erected outside. Awnings that have been erected outdoors are classified as second hand and cannot be resold as new. If the awning has been unpacked and erected indoors in a dry environment returning the tent should not be a problem. If you would like to return an awning you must notify us of your intention in writing either by letter or email within 14-days of receiving the awning. If you are returning an awning because you have changed your mind or have ordered the incorrect size, you will be responsible for the return postage charge. If we have delivered the wrong awning, we will take full responsibility for the cost of collecting and redelivering the correct replacement.
If you have any concerns regarding correct sizing before you order, please contact our awnings department on 01772 685949 and we will be happy to guide you to the size you need.
If you find a fault with your awning within 14-days of receiving it we will exchange it with a new one. If a minor fault is found it maybe possible for us to rectify it via telephone or email. If your awning is faulty outside of this 14-day period notification must be put in writing and we will contact you to advise the appropriate course of action. Please be aware that your awning may require a repair that could take several days to complete, it may also be necessary to consult with the manufacturer of the awning, which may also take a few days. If you return an awning with a fault but it is established that no fault can be found you will be fully responsible for all carriage charges.
The cost of returning a faulty awning will remain the responsibility of the owner until the cause of the fault has been determined. A credit will be issued for the cost of the return delivery when a replacement or repair has been dispatched. In most cases we will arrange for collection via our own couriers to reduce the cost and minimise inconvenience.
CHECKING YOUR GOODS
Upon receipt of goods please examine them thoroughly, if possible in a clean dry place, ensuring that they are the goods that you ordered, that they are free from defects, in good working order and that there are no missing parts or items. Should you encounter any problems, please contact us as soon as possible either by telephone or email.
Please check your delivery for missing items or damaged goods before you sign for them. If a driver refuses to wait while you do so, please make a record on the driver’s documentation saying so. Signing for your goods before they are checked makes it impossible to make a claim against the courier for damaged goods.
In the event that products are mis-priced, we reserve the right to contact you regarding this error before dispatch to offer the completion of sale at the correct price or a full refund for your payment amount.