Sales Agreement
The contract between us only becomes binding at the point when we process your payment. This occurs once you have agreed to purchase the items as the payment is instant. Therefore, you are free to cancel your order for any reason at any time before we dispatch the goods to you.
Method of Payment
Payment methods accepted:
- Visa
- MasterCard Credit and Debit Cards
- PayPal
To prevent delays in order processing please ensure the cardholders name and address is exactly as given on the card and statements. If you make an error in the order details you have already submitted please contact us by email or phone. Do not give any revised credit card details via email as this is not secure.
Pricing Policy
All products are priced in pound sterling and include UK VAT at the prevailing rate.
Manufactured Pole Runs
We carry many different tent specifications which we have obtained from manufactures and customers to which we manufacture our pole runs. Our Tent Pole Runs are manufactured on site to the highest standards using high quality parts.
With the correct care, combined with our high standards of quality, will keep your tent poles in good working condition for many years, but should an unforeseen problem occur, we will be happy to help. Just get in touch with us using the contact form explaining the issue.
All measurements of the poles will be in the relevant listings, as the sizes may vary depending on the age of the tent. Please make sure the measurements we provide match the pole you are replacing before making your purchase.
As with all manufacturers the poles are not guaranteed, as they are a serviceable part and can be damaged in many ways (eg. weather, misuse, over stressing etc). If you have a fault with a pole when it is delivered you must report it to us within 7 days of delivery.
Poles must be tested before taking them on a camping trip. We will not be responsible for any problems when you arrive on your camp site.
If the Pole Run was manufactured via our Bespoke Pole Service (i.e. we have made a pole run to specifications you have supplied) then unfortunately, these are non-returnable.
Delivery Time
For UK customers it is our aim to deliver all orders within five working days from when your order is placed, but in exceptional circumstances allow 14 days for delivery.
Express Delivery can be available for Next Working Day, which does NOT include Saturday or Sunday. Express Delivery includes orders placed between Monday to Thursday, if an order is placed on Friday before 12pm for Express Delivery it should be with you on Monday/Tuesday.
If an order is placed after 12pm on Friday, Saturday or Sunday it will not be dispatched until Monday, therefore it should be with you Tuesday. If an order is placed we can advise on your delivery status if you telephone our customer service line with your order number.
We can ship orders to Non-EU countries, but please email enquiries@tentspares.co.uk or call us on 01455 239 999 stating what you would like to order.
Please be aware that the shipping costs are based on the weight, dimensions and location of the delivery address. Only by giving us this information we will be able to give you a quote.
If you wish to go ahead with the quote, we can send you a PayPal invoice via email, which you can pay using a Credit/Debit Card or via the PayPal Account.
Please DO NOT send any credit or debit card details via email as this is not secure.
Dispatching of Goods
We aim to dispatch all orders within a day or two. However, when poles or air tubes need to be custom made the dispatch times will vary depending on the job required.
The shipping times for our Royal Mail services are between 1-6 working* days. Meaning that once the product has been dispatched it is this amount of time that it will take for delivery from our warehouse.
As for DHL Express the service usually takes only one day for delivery from our warehouse. However, in some rare circumstances it could take an extra day.
If you have any questions regarding shipping/dispatching times please get in touch with us via our contact page.
*Working days are from Monday-Friday this does NOT include weekends (Saturday or Sunday).
Return of Goods Policy
If you wish to return any goods please email enquiries@tentspares.co.uk or call our customer service line on 01455 239 999 within 14 days of delivery. You will need your order number and tell us why you'd like to return the goods. Before your return you will need to obtain a reference number from us before returning any goods.
If goods are faulty or the wrong item has been dispatched they can be returned for a full refund or an exchange (subject to availability of replacement) within 14 days of delivery. All goods returned will only be accepted with a Returns Reference Number. We will NOT refund your postage costs unless the item is faulty or there is an error with delivery.
If the goods have been dispatched as ordered and are not faulty, they can be returned for a refund. All returns must be organised within 14 days of receiving your order. It is your responsibility to post the items back to us if dissatisfied with the purchase unused, with their original packaging with labels and be accompanied by a copy of the Invoice.
Nothing in these conditions affects your statutory rights as a consumer. The payment method used for the purchase will be credited with the original purchase amount (less any delivery charge paid where appropriate).
Goods cannot be returned on the basis that they are unwanted or unsuitable if they have been used, are soiled, have an odor (eg. smoke) have been damaged as a result of misuse or are not in a clean and dry condition.
Cancellation Policy
If you wish to cancel an order please email enquiries@tentspares.co.uk or call our customer service line on 01455 239 999 first with your order number and the reason why you wish to cancel the order.
You are free to cancel your order for any reason at any time prior to dispatching the goods to you for a full refund.
Once we have dispatched the goods, you have a statutory right, known as a ‘seven day cooling off period’ to cancel your order and get a full refund. If you wish to take advantage of this, you must cancel your order within 7 working days, starting the day you receive the goods and return them within 14 days.
Once we receive the goods back your refund will be issued and any delivery charges paid where applicable.
You will need a Returns Reference from us before returning any goods. Items must be unused, still have their original packaging and labels and be accompanied by a copy of the Invoice.
Nothing in these conditions affects your statutory rights as a consumer. The payment method used for the purchase will be credited with the original purchase amount (less any delivery charge paid where appropriate).
Guarantee and Faulty Items
All new products are guaranteed against manufacturers faults for a period of 3 months from the date of purchase unless otherwise stated.
This guarantee excludes faults caused by misuse, neglect, accidents or reasonable wear & tear. If you wish to return goods please email enquiries@tentspares.co.uk or call our customer service line on 01455 239 999 stating your order number and the reason why you'd like to return the goods.
Items returned under guarantee must be in a dry and clean condition and accompanied by proof of purchase from us and with a clear description of the fault.
In the event that the fault or damage is not due to faulty manufacture, but to misuse or damage sustained after purchase or subject to normal wear and tear, we will contact you to find out whether you wish the goods to be returned to you or repaired.
If a repair is feasible, in these circumstances both the cost of repair and return of the goods to you would be at your own expense.
Complaints
We always aim to offer a high level of customer service. If you have any problems or queries please contact us via:
- Email: enquiries@tentspares.co.uk
- Customer Service Line: 01455 239 999
- Contact Form
- In writing (please see our address below)
Company Details
Tentspares Ltd
Unit 8A Jacknell Road
Dodwells Bridge Industrial Estate
Hinckley
Leicestershire
LE10 3BS
Company Registration No. 06965623
VAT No. 976 8203 80
Promotions
Our FREE Delivery option when spending over £75 applies to all items. The delivery will be a standard delivery with Royal Mail which could take 2-6 working days to arrive.
Please be aware that your parcel could be subject to additional fees due to address location.
In some circumstances your parcel may even be changed to an express service due to price, dimensions or weight.
We reserve the right to change our free delivery policy without any notice, so please check that you have read our terms and conditions.
Promotional Codes
We sometimes introduce promotional codes on our website where you could be eligible for a discount. Our discount codes are for limited time only and we reserve the right to amend or discontinue our codes at any time without notice.
Discount codes are available from our social media sites and even on the banners of our website. The codes will be available to one customer on selected categories that we choose to promote.
If your code does not work, you may have already used it or we have changed or discontinued the promotion.
Holiday
As the winter season approaches we would like to tell you about our winter closures.
We will be closed from Tuesday 24th December 2024, any orders purchased from this date will be dispatched on Thursday 2nd January 2025.
Orders that are placed with Royal Mail will be dispatched on Monday 23rd December 2024, but we cannot guarantee that they will be delivered on Tuesday 24th December 2024.
If you select DHL Express these orders will also be dispatched on Thursday 2nd January 2025.
