Returns & Refund Policy

This policy sets out the returns and refund policy for goods or services purchased through the online store operated by 'You Can Caravan'.


Returns

Cancelling Your Order - Before the goods are sent out to you

The contract between us only becomes binding at the point at which we dispatch your order. Therefore, you are free to cancel your order for any reason, at any time before we dispatch the goods to you.

If you wish to cancel your order before the goods have been dispatched, please telephone 01642 764455.


Cancelling Your Order - After the goods have been sent out to you

Under the Consumer Contract Regulations, you the consumer have the unconditional right to cancel the contract up to 14 days from the day you receive your goods. This is sometimes referred to as a ‘cooling off period’ If an item you purchased was in a sale, then it may not be eligible for a refund if you have changed your mind. If you are in any doubt, please ask us before making the purchase.

You must provide us with written intent to cancel or we will not accept your return. You may contact us by either:

Emailing: admin@youcancaravan.co.uk

Or by Writing to: Internet Returns, You Can Caravan, The Hambleton Business Centre, Fleck Way, Teesside Industrial Estate, Thornaby, Stockton-on-Tees, TS17 9JZ.

You then have a further 14 days, from the date you notify us of your intention to cancel, to return the goods at your own expense.

The right to cancellation does not apply to the following goods:

  • The supply of goods made to the customer's own specification, such as VIN specific items, for example blinds, curtains, soft furnishings and bed sets
  • The supply of goods cut to a specific length, for example hoses and awning carpet

To be eligible for a return, your item must be unused and in the same condition that you received it. The item must be in the original packaging; this includes all tags, instructions and any packaging.

You are under a statutory duty throughout the period of cancellation to retain possession of the goods and take reasonable care of them. We ask that you inspect the goods indoors, taking care not to damage or soil them. Failure to meet the conditions for an eligible return may prevent a refund being provided.

Your right to cancellation is not connected with your duty to exercise reasonable care of the goods; however, action might be taken against customers for any breach of this statutory duty.


Returning Cancelled Goods

Once you have notified us of your wish to cancel, we require you to return the goods to us at your own expense within 14 days. Please complete and enclose our Internet Returns Form with the item. (download here)

Please send your return by post or courier to the following address: Internet Returns, You Can Caravan, The Hambleton Business Centre, Fleck Way, Teesside Industrial Estate, Thornaby, Stockton-on-Tees, TS17 9JZ.

When returning goods in accordance with the contract, you the consumer must take reasonable care to ensure that we receive the goods and that the goods are not damaged in transit.

Goods are returned at your own expense and risk. We recommend using a recorded delivery service or equivalent as we cannot accept responsibility of goods lost in transit. If your item is excessively large or heavy, we can arrange for a courier to collect it at a price which we will agree with you in advance. Payment for the courier must be paid in full prior to the collection.


Refunding the cost of goods to you

Once you have notified us of your wish to cancel and we have received the return, we will refund to you any money paid in relation to the contract as soon as possible and in any event, within a maximum period of 30 days. We will refund to you, any money paid in relation to the contract by, or on behalf, of the customer, to the person who made the payment. This includes:

  • The original purchase price of the goods
  • Any deposit or prepayment made
  • The original postage and packaging charges 

We are unable to refund the cost of return for cancelled goods.

If you fail to return the goods or the goods are not received by us, a refund cannot be processed.

Our preferred method of repayment is to credit the refund back to the original card or PayPal account with which you made the payment. If this is not possible, please let us know how you require a refund to be made at the time that you notify us of your intent to cancel. 


Return of goods under the Consumer Rights Act

You are within your rights to return goods under the Consumer Rights Act which are faulty within 30 days of receipt. 

If you wish to return goods which you believe are faulty, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction, telephone 01642 764455. 

If we are unable to resolve the problem, we will discuss with you the best method of returning the item.

Goods are returned at your own expense and risk. We recommend using a recorded delivery service or equivalent as we cannot accept responsibility for goods lost in transit.

If your goods are excessively large or heavy, we can arrange for a courier to collect it at a price which we will agree with you in advance.  Payment for the courier must be paid in full prior to collection.

Please fill out and enclose our Internet Returns Form when returning any goods. (download here) 

Upon receipt of the goods, we will examine them for damage:

  • If the fault is obvious and inherent, we will process the refund, repair or exchange within 7 days of receipt of the goods
  • If the fault is not obvious, we reserve the right to return the goods to the supplier for testing or inspection. We typically expect a response from the supplier within 28 days. The following products usually need to be examined by the supplier: Electrical Appliances, Gas Appliances, Tents, Awnings, Porches, Annexes and Motor movers.

In the event that the goods are found to be faulty, we will refund to you the price you paid for the goods, plus the original delivery cost, plus the cost to you returning the goods to us.

If you wish to return goods after 30 days and within 6 months of receipt, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction, telephone 01642 764455. 

If we are unable to resolve the problem, we will discuss with you the best method of returning the item.

Goods are returned at your own expense and risk. We recommend using a recorded delivery service or equivalent as we cannot accept responsibility for goods lost in transit.

If your goods are excessively large or heavy, we can arrange for a courier to collect it at a price which we will agree with you in advance. Payment for the courier must be paid in full prior to collection.

Please complete and enclose our Internet Returns Form when returning any goods. (download here)

Upon receipt of the goods, we will examine them for damage, If the fault is not obvious, we reserve the right to return the goods to the supplier for testing or inspection. We typically expect a response from the supplier within 28 days. The following products usually need to be examined by the supplier: Electrical Appliances, Gas Appliances, Tents, Awnings, Porches, Annexes and Motor movers.

In the event that the goods are found to be faulty, we will either: 

  • Refund you the price your paid for the goods plus the cost to you returning the goods to us, or
  • Send to you a replacement and refund to you the cost of returning the product, or
  • Have the product repaired, return it to you and refund you for the cost of returning the product.

If a fault is found after 6 months of receipt, please contact us telephone 01642 764455 to discuss options.  Any investigation charges and the cost for you to return the goods to us will not be refunded.

Regardless of the number of days since delivery, in the event that the fault or damage is not due to fault 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 the cost of repair, returning the goods to us and returning the goods to you would be at your expense.  In the case of awnings, any and all storm damage is not covered under the manufacturer’s warranty.

If you have not received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it has not been received and then contact your bank as some banks or card companies take a number of days to credit your account.

If an item you purchased was purchased with a discount code, then we will only refund the amount that you paid (and not the amount the item was listed for).



Last updated:24/05/2022