Refunds / Returns / Exchanges
Return of Suspected Faulty Goods
If you believe your Terra Nova, Wild Country or Extremities product has failed, please return it to us in a clean and dry condition and we will examine it.
To return an item for repair or inspection please download and complete the return form (see below). This also includes an address label for you to use on your parcel. We advise keeping a copy of the completed form for your records. Please make sure you package the item suitably as items can get damaged in transit. We also recommend using a traceable service such as Royal Mail recorded post, or a carrier like Parcelforce, UPS or DHL.
Repairs covered under your product’s guarantee will be carried out free of charge.
Return of Goods Purchased from Our Online Shop
If you want to return items purchased directly from our online shop, the first step is to contact our sales department for a returns number: (+44) 01773 837370.
Items purchased from our online shop may not be returned to any of our retail stockists / high street stores.
You can return your goods, in their original condition:
- Within 14 days of receipt of goods. You will be responsible for the goods until they reach us, so it is our recommendation that you use a secure delivery method which requires a signature on delivery. Please note that if you fail to take reasonable care of the goods Terra Nova reserves the right to refuse return.
- If you return goods to us in their original condition within 14 days we will refund you for the full amount paid for the goods, within 30 days of the goods arriving with us. You will be responsible for the return postage costs.
- If you return goods to us which you have received by mistake or any other reason which is deemed to be our fault, within 14 days, we will refund all payments made to us and also pay for the return postage. In this instance please contact us by telephone and we will advise you how you should send the goods to us. However, please note that seconds and clearance products have a general description of their status and condition. Specific faults are not indicated for each specific tent but the grading and offer price is an indication as to the likely condition / faults of the product.
Return of Damaged Goods for Repair
We offer a full repairs service to cope with the damage and wear and tear that regular use can cause. Please return your tent to us in a clean and dry condition. For Health and Safety reasons we can not accept dirty tents and we will charge for any cleaning required to enable us to process your return.
Our Customer Services staff will examine the damage and send you a quote for the necessary repairs. We will endeavour to return your repaired tent to you within 15 working days of receiving your go ahead (at busy times of the year it may take longer). Please allow plenty of time for the repair to be carried out before you need to use your tent again. If you require an item repairing urgently (ie returned within two working weeks) please call our Customers Services department (+44) 01773 833300 BEFORE sending your tent to us.
Customer Return Form
Please ensure that you include the following two documents with ANY returns or packages sent to Terra Nova:
Customer Return Label
Please use print this label and display clearly on your parcel.