Returns policy

RETURNS and EXCHANGES

If you wish to return or exchange an item purchased from us then please email hello@thebelltentshop.co.uk within 14 days of receipt of your order. Please include your order number and delivery address in the email. Requests for a refund or exchange received after this timeframe will not be accepted.

We do not offer a free refunds or exchange service. Any products returned to us are at the cost of the customer.

Any goods returned to us must be unopened, unused and in their original packaging. Any opened and/or used goods returned to us will not be refunded or exchanged.

You will be sent a returns form to include with your package so that we can identify it. If this is not included with the package, then your return will not be processed.

Please keep any proof of postage for any items you return. We cannot be held responsible for any lost items in transit when returning them to us.

Any goods that have been personalised to your requirements can not be refunded or exchanged.

Once your return or exchange has been inspected and confirmed to be accepted we will email you a confirmation. We will refund the full purchase price to the original payment method or send out your replacement goods within 14 days of confirming the refund/exchange is valid.

If your item is found to be unsuitable for resale then a refund or exchange will not be provided. If you require us to then post the original item back to you this will be at your cost.

A Note on Exchanged Items:

Availability of the requested replacement goods is not guaranteed. Stock availability will be checked upon receipt of the returned goods and if available, the replacement goods will be sent out via our usual delivery methods.

If the replacement item/s requested is of a higher value then the returned item/s then the difference must be paid by the customer before the replacement item/s is posted. If the replacement item/s requested is of a lower value then the returned item/s then the difference will be refunded within 14 days of receiving the returned item/s.

If the requested replacement Goods are not available, a refund of the returned goods will be provided.

DEFECTS AND FAULTS

We offer a 12-month* manufacturer’s warranty on all tents and tent accessories only.

If you find a fault or defect on any of the items received, please contact us immediately via email at hello@thebelltentshop.co.uk and provide photographs and a description of the fault or defect. Upon receipt of your email, we will assess the fault or defect and advise on the next steps.

If we accept there is a manufacturers defect with the goods then we will either replace them or offer a full refund. Where a replacement is no longer in stock a refund will be provided.

If a refund or exchange is offered by us then you must return the goods within 30 days of our email confirmation at your own cost. If you return the goods after the 30 days then an exchange or refund may not be offered.

Items will be inspected upon receipt and you will receive a replacement or refund as long as the defect is not caused by extreme weather, lack of care, wear and tear, accidents or deliberate action. We will not provide a replacement or refund if you have failed to follow the product instructions or if the goods have been mis-used, altered or repaired without our approval. Any refund will also include any delivery charges which you have paid and your cost of returning the goods to us. If we do not find any fault or defect then a refund or replacement will not be offered. If you require us to then post the original item back to you this will be at your cost.

We will aim to process your refund or replace the goods within 14 days of us agreeing to provide you with a refund or replacement.

If you return goods to us because you believe they are faulty, please keep proof of the postage costs. We will not be responsible for goods which are lost or damaged in the post.

WARRANTY

We offer a 12 month* manufacturers warranty which covers defects which may occur during the manufacturing process. This warranty does not cover wear and tear or misuse of the product. Our tents are designed to withstand wet and windy conditions but in extreme weather (extreme heat, flooding, high winds or snow) their performance cannot be guaranteed and the warranty does not apply.

Our manufacturer’s warranty includes:

The warranty does not cover bell tents which have been pitched or left pitched in wind gust speeds of over 30mph. We will not cover damage such as ripped canvas, stitching. bent poles, A frames or pegs in these instances.

*For trade customers this is 2 months due to the nature of business use.