Returns, faults and warranty
Start a return, report a fault, warranty cover
Most asked
How do I return something?
Find your order and choose Return or exchange. You've got 14 days from delivery to return unwanted items.
Please don't send anything back until we've confirmed how to return it.
Orders delivered outside the UK are returned through our international returns portal, which you'll find in the same place.
How long is the warranty on my tent?
- Tents ordered from 1 January 2026: 24 months
- Tents ordered before then: 12 months
- Stoves: 12 months
- Some accessories, such as inner tents, canopies and protector covers: 12 months
If you're not sure whether yours is covered, send us a message.
The warranty covers manufacturing faults. It doesn't cover wear and tear, mould, extreme weather or damage from misuse, and Second Life tents don't have a warranty. You can check your tent's warranty by finding your order.
My tent is leaking. Is it faulty?
Don't worry: a few small drips are natural for canvas, especially when it's new. The fibres swell when they get wet and close tiny needle holes along the seams, and weathering a new tent and reproofing it regularly both help. Our maintenance guide shows you how.
Still worried? Find your order, send us a message and attach a photo of the tent pitched, taken from the outside. A photo really matters: it lets us rule out a pitching issue and give you our professional view on why it's happening.
More questions
Is there a charge for returns?
- Returning something you don't want: £9.95 per parcel
- Swapping it for something else: £19.90 per parcel
- If we sent the wrong thing or it's faulty: free
Something's broken or faulty. What do I do?
Find your order and choose Report a fault. Add a few photos and tell us what's happened, and we'll get back to you with the next steps.
Something's missing from my order
Find your order and choose Missing parts or items, and we'll send whatever's missing.
When will I get my refund?
Within a few working days of your return reaching us. Items bought with a discount code are refunded at the price you paid, and gift card purchases come back as store credit.
Can I return an ex-hire or second-life tent?
Yes, within 14 days. It costs £9.95 per parcel to return it for a refund, or £19.90 per parcel to swap it. Second Life tents don't have a warranty.
Is mould covered by the warranty?
No. Mould only grows in damp conditions, such as when a tent is packed away wet, so it isn't a manufacturing fault.
Always make sure your tent is bone dry before you pack it away, including the groundsheet. If you have to pack it wet, get it out and dry it within a day or two. Our maintenance guide has more tips.