Returns Policy

Homestead Caravan Centre Limited aims to always provide high quality Goods that are fault free and undamaged. On occasion however, Goods may need to be returned. Returns are governed by these Terms and Conditions.

How do I return something to you?

With exception to Goods that have been sent incorrectly, arrive damaged or are missing on delivery, if you would like to return Goods, you must initially contact Us in writing to explain your reasons for doing so. Once We receive your correspondence, We will contact you within 2 calendar days with instructions on how to proceed. Unless an alternative contact method is stated, we will contact you using the email address provided to us at the time you placed your order.

Important: Any Goods to be returned must be accompanied with a 'Return Merchandise Authorisation' reference or RMA, which will be issued by Us and sent to you by email. We ask that you do not send Goods back to Us before you have contacted Us in writing. If you send Goods back to Us without contacting Us first and/or without enclosing an RMA, it could make identification of your Goods difficult and cause unnecessary delays.

If you have received a recent order, which includes wrong items or items that are damaged or missing please contact us as soon as you are able on: 01255-830229.

Returns address & contact methods

You can contact Us via our 'Contact us Online' form on Our website, by email or by posting a letter to Our premises.

Online Contact Form: www.homesteadcaravans.co.uk/contacts.htm#email-us
Email: returns@homesteadcaravans.co.uk

Where to send your returns: Homestead Caravans & Outdoor Leisure, Thorpe Road, Weeley, Essex. CO16 9JN, United Kingdom Tel. No 01255 830671 Fax. No 01255 831406

If you're not home to receive your order

UK Mail's SMS Text Delivery Notification Service provides, a one hour delivery window in advance, so you don't have to wait in all day for your Goods. However, if for any reason you are not at home when Our Carrier attempts to deliver your Goods, a calling card will be posted through your post box, to let you know that an attempt has been made to deliver your parcel/s.

The calling card will provide certain details including contact methods for the Carrier. If you would like to amend your delivery for any of the following reasons we advise you contact the Carrier straight away:

• arrange for Goods to be delivered on a specific day;
• change the delivery address (same postcode only);
• instruct the Carrier to leave Goods in a safe place; and
• leave Goods with a neighbour.

If you do not respond to the calling card then the parcel will automatically go back out for the delivery the following day. Should the delivery fail for a second time another calling card will be left and the parcel will be held back at the depot for 3 days. If you do not response after that time the parcel is then returned back to Our Premises.

In the event We have not been able to deliver your Goods to you because you were out and your parcel/s are returned to Us, your order will be cancelled and your account will be refunded for the costs of the Goods ordered and any original delivery charges.

Notwithstanding the foregoing, We reserve the right to reclaim any amount up to the 'full cost' of returning your undelivered parcel/s back to our premises. The 'full cost' of returning Goods to Our premises is currently £9.50 including VAT.

If you need help please call Us on: 01255-830-229.

I have been sent the wrong goods

In the unlikely event of receiving Goods that do not match those that you ordered, please contact Us within 3 calendar days so that We may arrange a speedy collection and redelivery of your Goods.

You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. We are fully responsible for paying shipment costs. Goods must be returned in their original condition and unused with all packaging and documentation. The packaging does not need to be unopened. Refunds will be issued within 14 calendar days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery cannot be refunded.

Damaged goods on delivery

If Goods are damaged in transit and the damage is apparent on delivery, you should sign any applicable delivery note to the effect that the Goods have been damaged. To return damaged Goods, it's important you contact Us straight away, but no later than within 3 calendar days, to arrange collection and replacement.

We are fully responsible for paying shipment costs. You will be given the option to have the Goods replaced (if available) or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. Refunds will be issued within 14 calendar days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery cannot be refunded.

Missing goods on delivery

Your Order will include a despatch note confirming the Goods We have sent with your delivery. Should you find Goods missing from your delivery it's important you contact Us straight away, but no later than within 3 calendar days. We are fully responsible for paying shipment costs. You will be given the option to have missing Goods sent to you (if available) or to be refunded through the payment method used by you when purchasing the Goods. Refunds for missing Goods will be issued within 14 calendar days and in any event no later than 30 calendar days.

Faulty goods on delivery

If any Goods you have purchased have faults when they are delivered to you, you should contact Us within 3 calendar days to arrange collection and return. You will be given the option to have the Goods replaced (if available) or to be refunded through the payment method used by you when purchasing the Goods. We are fully responsible for paying shipment costs. Replacements will be issued upon Our receipt of the returned Goods. Refunds will be issued within 14 calendar days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery cannot be refunded.

Faulty goods – within 30 days?

If any Goods you have purchased develop faults within 30 calendar days of delivery, you may be entitled to a replacement but not a refund. In order to arrange for such a replacement you should contact us within the 30 calendar day period to arrange a collection and return.

We will assess the Goods and alleged faults upon receipt and if We conclude (at Our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), We will issue replacement Goods at no additional cost to you. In certain cases it may be necessary to send Goods back to the Product manufacturer to determine the cause of the fault.

Faulty goods – beyond 30 days?

All Goods sold by Homestead Caravan Centre Limited include a minimum guarantee period of 12 months. Some of the products We sell are supplied as standard with an extended manufacturers warranty, which may or may not be subject to limitations under the terms of the warranty.

If any Goods develop faults beyond 30 calendar days from delivery but within their guarantee/warranty period, you are entitled to a repair or replacement under the terms of the guarantee / warranty.

We will assess the Goods and alleged faults upon receipt and if We conclude (at Our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), We will repair/issue replacement Goods at no additional cost to you. In certain cases it may be necessary to send Goods back to the Product manufacturer to determine the cause of the fault, or to make a repair under the warranty conditions, which may take up to 30 calendar days.

Returning a tent or awning

Please ensure canvas Products such as a tents and awnings are returned back to Our Premises in a hygienic, clean and dry condition. We reserve the right to refuse any Goods returned to Us if they are not fit to be handled and will return the item back to you at your expense, if you do so.

We will assess the Goods and alleged faults upon receipt and if We conclude (at Our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), We will repair/issue replacement Goods at no additional cost to you. In certain cases it may be necessary to send Goods back to the Product manufacturer to determine the cause of the fault, or to make a repair under the warranty conditions, which may take up to 30 calendar days.

Important: Wear and tear, storm damage and/or broken poles are not covered under the manufacturer’s warranty.

Your right to cancel

If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the Goods have been delivered to you. If the Goods are delivered to you in instalments, the 14 calendar day period begins on the day that you receive the final instalment. If you change your mind about the goods within this period, please inform Us within 14 calendar days of receipt. Goods must be returned to Us within 14 calendar days of the day on which you inform Us that you wish to return the Goods. You are responsible for paying return shipment costs if Goods are returned for this reason. Refunds will be issued within 14 calendar days and in any event no later than 30 calendar days after you inform Us that you wish to cancel under this provision and will include standard delivery charges. We regret that additional costs such as express delivery cannot be refunded.

Please note: The item or items must be returned unused and in 'as new' condition, with the original manufacturers packaging and documentation.