Question: What is the EMS returns policy?
Answer: If you don't like it send it back for a refund.... no problem!
Please read on for terms and conditions.
In line with current health and safety guidelines, we reserve the right to refuse any items that are (for whatever reason) not returned to us in a clean and hygienic condition.
Faulty goods can be returned for a full refund (including delivery and standard return postal charges of up to £7.50) if the item, after later inspection by us, is proven to have been faulty and returned to us within 30 days from the date of purchase.
Please email or call and ask us which return service to use as we can only refund for the service we recommend.
Please note that inflatables such as sleeping mats are not considered to faulty if they become punctured and are not covered by the manufacturers warranty in this event.
If the goods have been supplied as requested but are unwanted they can be returned within 30 days from receipt of goods for a full refund provided they have not been used and are in a resealable condition with all of the manufacturer's labels and packaging intact.
Items ordered in November or December as Christmas presents can be returned to us at any time in January.
If you would like to exchange for an alternative size we will supply replacements subject to stock availability. You will have to pay to have the goods sent back to us, but we won’t charge you any shipping for your first replacement item.
All items returned must be unused and with their original labelling and packaging intact (unless faulty).
How To Send Returns.
1). You will need a returns number and a returns address. Please use the 'Contact Us' form from the 'Contact Us' page (found at footer of this page). Send us your order number and reason for return. We will issue a returns number and returns address for one of our UK warehouses. Please Don't ship your returns to our office address in Cheltenham as we don't keep any stock there and there might not always be someone there to sign for your package.
2). Then fill out the return slip supplied with your order with the returns number. If you don't have a returns slip, just write a note with your order number and the returns number and reason for return.
3). For new and Unused returns please include all the Manufacturer's Packaging and Labels, otherwise we cant return the item to stock.
4). Carefully pack the product for its so it survives its journey and send it to the address we provide. We recommend a postal service with a signature on receipt.