Refund policy
RETURNS POLICY – UK CONSUMER RIGHTS COMPLIANT
At Relive Campers, we want you to be completely satisfied with your purchase. This policy explains your rights and our returns procedures in accordance with UK consumer law.
Your Right to Cancel (Distance & Online Sales)
If you purchase from us online, by phone, or by mail order, you have the legal right to cancel your order for any reason within 14 days from the day after you receive the goods under the Consumer Contracts Regulations.
You must notify us of your decision to cancel within this period by contacting us at:
Once cancellation has been confirmed, you must return the goods within a further 14 days.
Customers are responsible for return postage costs unless the goods are faulty, damaged, or not as described.
Returned goods must be adequately packaged and handled with reasonable care whilst in your possession.
Where cancellation is exercised under your statutory rights, we will refund the standard outbound delivery charge originally paid. Any upgraded, express, or non-standard delivery services are non-refundable.
Condition of Returned Goods
Customers may inspect goods as they would in a retail premises; however, handling beyond what is reasonably necessary may result in a deduction from the refund to reflect any reduction in value.
We strongly recommend inspecting all products before installation, modification, or use.
Products that have been installed, used, modified, damaged, or fitted may not qualify for a full refund unless confirmed to be faulty.
Original packaging should be retained wherever possible. Missing or damaged packaging may result in a reduction in refund value where it affects resaleability.
Our 30-Day Goodwill Returns Policy
In addition to your statutory rights, we offer a 30-day goodwill returns policy for unused items.
To qualify:
- the item must be unused, uninstalled, and in resalable condition;
- all original packaging, manuals, accessories, and components must be included;
- proof of purchase must be provided.
Returns requested outside the statutory cancellation period but within our 30-day goodwill period may be subject to a £7.50 handling/restocking fee per item.
This goodwill policy is offered in addition to, and does not affect, your statutory rights.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, incomplete, or not as described, please contact us as soon as reasonably possible at relivecampershop@gmail.com with:
- your order number;
- a description of the issue;
- photographs of the product and packaging where applicable.
We reserve the right to investigate, troubleshoot, test, and verify reported faults before authorising a repair, replacement, refund, or return.
Faults should be reported promptly upon discovery to allow investigation and resolution.
Please inspect all goods before installation or use. We cannot accept liability for additional costs incurred from installing faulty or incorrect items, including labour, fitting, removal, or third-party contractor costs, unless otherwise required by law.
Reporting Transit Damage or Missing Items
Customers should inspect deliveries upon receipt and notify us of any visible transit damage, shortages, or missing items within 48 hours where reasonably possible.
Prompt reporting helps us investigate issues and pursue claims with the delivery provider where necessary.
Failure to report transit damage within this timeframe may affect our ability to recover losses from the courier; however, this does not affect your statutory rights.
Repair or Replacement
Where goods are confirmed to be faulty, damaged, or not as described, our first course of action will normally be to offer either:
- a repair within a reasonable timeframe; or
- a replacement item of equivalent specification, quality, and value.
Where products have been updated, superseded, improved, or discontinued by the manufacturer, replacement products supplied may differ in appearance, model number, packaging, or brand but will be of comparable functionality and quality.
In some circumstances, replacement parts, manufacturer troubleshooting, or authorised repair services may be offered as the quickest and most efficient resolution.
If repair or replacement is not possible, cannot be completed within a reasonable timeframe, or proves unsuccessful, an appropriate refund will be offered in accordance with your statutory rights.
Fault Verification
Items returned and found not to be faulty, incorrectly installed, incompatible, damaged through misuse, modified, or subject to normal wear and tear may be returned to the customer.
Manufacturer Warranty Information
Certain products sold on our website are covered by manufacturer warranties provided directly by the brand.
For products manufactured by Thetford and certain other brands, warranty claims may be handled directly through the manufacturer’s authorised support or service network.
Where appropriate, we may direct customers to the manufacturer for troubleshooting, inspection, replacement parts, repair, or warranty processing, as this is often the fastest method of resolution.
This does not affect your statutory rights under UK consumer law.
Exclusions from Returns
The following items are non-returnable unless faulty or not as described:
- custom-made or personalised products;
- made-to-order items;
- sealed hygiene or sanitary goods once opened;
- perishable goods;
- hazardous materials, flammable liquids, or gases.
If you are unsure whether your item qualifies for return, please contact us before purchasing.
Return Address
Returns should be sent to:
Relive Campers
Unit 1B, Soloman Road
Cossall Industrial Estate
Ilkeston
DE7 5UA
We recommend using a tracked delivery service and retaining proof of postage. We cannot accept responsibility for items lost or damaged during return transit unless we arranged the collection.
Your Statutory Rights
Nothing within this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations.