Outback Trading

Returns Policy

EXTENDED RETURNS POLICY OVER CHRISTMAS

IF YOU ARE WANTING TO RETURN A CHRISTMAS GIFT, IT MUST BE RETURNED BEFORE 06/01/2017.

 

What is your Returns Policy?

We hope you will be completely satisfied with any product purchased from Outback Trading Ltd, but if you wish to return an item to us, we aim to make it as quick and convenient as possible. Under distance selling regulations you may cancel your order by returning any item up to 14 days from the day after delivery with the exception of food types which due to health and hygene reasons we cannot accept back..

After 14 days items can only be returned at our discretion and a restocking fee of 15% will be applied.

All goods should be returned in the same new condition they were supplied and with all tags attached.

Exceptions:

Special orders ie, items not carried in stock, special make up items and items that are obselete and are delivered direct from manufacturer are non returnable unless faulty.

All goods should be returned via a traceable service to:

OUTBACK TRADING LTD

THE ANGEL CENTRE

TYACKE ROAD

HELSTON

CORNWALL

TR13 8RR

Please be aware that return postage fees cannot be refunded unless the reason for the return of the goods was due to an error made by us or the item is faulty and within it's warranty. If the error is ours we will then refund postage costs up to a maximum of the postage price you originally paid on your order. Please allow 14 days for refunds to be processed and credited to your card.

How do I return items?

Goods should be returned via an insured, traceable service.

Tags must not be removed from garments and that all labels and original packaging must be present and the product in the condition you would expect to receive an 'as new product' and in the case of tents they must never have been pitched, for us to be able to refund the returned items. 

Please make sure goods are securely packaged to avoid damage in transit.

Can I exchange items?

Yes of course, we will exchange items due to incorrect sizing as long as it is still in 'as new' condition.

When a replacement is required urgently, it is advisable to place a new order on the website for the correct replacement goods first. This ensures that the goods can be despatched with a minimum of delay in order to get them despatched to you promptly. You should then follow the normal returns procedure as above to return the original goods for refund.

What if an item is faulty?

In the unlikely event that something you have purchased from us is faulty then we will be happy to replace it for you.

If a product you purchased from us is faulty when delivered please contact us on 01326 569569 or email: info@outbacktrading.co.uk . Please have your order number ready together with details of the fault and we will then advise you how to proceed. We may either request the goods be returned to us for inspection, or in some cases we may request an image of the fault be sent.
Where a product develops a fault after use and the manufacturer offers a warranty covering that fault, you will need to deal directly with the relevant manufacturer. If you need assistance with this please contact us and we will give you details of how to return the product direct to the relevant manufacturer.

International Returns:

Please note that for international shipping you will be responsible for the cost of returning any item.

Please also note that for international returns you will be responsible for the cost of returning any item that is not suitable, plus any additional delivery costs for exchanged items.

Tent returns:
Once a tent is erected it is no longer considered to be in a perfect resalable condition. We give a 1 years guarantee (Unless otherwise stated) against manufacturing faults on all new tents.
Please note that this guarantee does not cover damage to the tent, it’s poles or any other components that were caused by:

* Stormy or windy conditions

* Accidents

* Wear & tear

* Misuse

If you believe your tent has a manufacturing fault then please contact us via email or phone with pictures/details of the fault.

In the event that you need to return your tent, please be aware that:

* The tent cannot be accepted if it is wet or excessively dirty

* The tent may need to be sent to the manufactures for a detailed inspection

By the pure nature of tents being made of Polyester/Nylon or in some cases Polycotton they will not give the same protection as your house, all tents have a Hydro Static Head rating.

For any fabric to be considered fully waterproof it must be able to withstand the pressure of a column of water 1000mm high without leaking.

This is classed as a hydrostatic head rating of 1000.

To measure the hydrostatic head of a fabric a column of water is pressed against it. The height of the column is increased until the water penetrates the fabric.

The term hydrostatic head is used to denote the amount of pressure of water that is required in order to penetrate a given fabric.

Some products, such as tents and jackets are by their very nature intended to protect the user from the wind, rain, snow, sun and so on.

Different conditions would require different levels of protection.

A mild climate with a few light showers would require the hydrostatic head to be less than if the climate was rougher with lashing rain.

The British Ministry of Defence definition for a waterproof fabric is that it must resist a column of water at least eight hundred millimetres high.
Pressure to the surface will increase the need for a higher hydrostatic head.

Examples are a groundsheet in a tent is going to expect people to walk on it  Likewise, a rucksack will increase pressure to the surface of a jacket at that area.
Of course, this is compensated for in the level of hydrostatic head.

As mentioned above, the MOD consider 800mm as waterproof.

Most tents start around 1500 which is substantially higher.

Vango tents start with a hydro static head of 3,000mm for their adventure and weekend range and go up to 6,000mm for their Signature range and some Airbeam tents.

All waterproof fabrics have a saturation point and once past this water will pass through the fabric.

If a fabric leaks it does not necessarily mean that it is faulty, the pressure may well have passed it's hydrostatic head rating or in older fabrics they may just need reproofing.

In extreme conditions even the most waterproof of fabfics will eventually let water through.

As a guide the following damage is not covered by your warranty

General wear & tear over extended use.

Flaws in the fabric, if caused by excessive wear

Leaking through fabric if it is suffering from UV degradation (Often leaking fabric is in fact condensation on the inside of the fabric)

Leaking through seams if the there has been excessive abrasion of the seams or the seam sealant tape

Broken zips if caused by forcing, jamming or improper use

Seams coming apart if caused by over tensioning / stretching

Broken buckles if they have been subjected to undue force or abrasion

Broken carry / roller bag if they are over loaded, used for carrying other items

All Pole breakages and shock cord snapping- these are treated as “fair wear & tear”

Collateral damage from a pole breakage

UV degradation

Condensation, usually caused by lack of ventilation

Commercial use by rental companies, use by youth groups (Scouts, Guides, BB, DOE)

Vango Warranty Policy

All Vango products are designed and manufactured to exacting standards and are covered by our user warranty.

The warranty covers all manufacturing faults of the fabrics, parts and workmanship.

This warranty* covers the functionality of the product for its normal, intended use as specified in the consumer literature or website.

It does not cover a malfunction that has resulted from improper or unreasonable use or maintenance, accidents, damage due to excessive winds/weather, improper re-packing or natural degradation due to sunlight.

The Vango Warranty lasts one year from the date of purchase**. *For full details please see appropriate section on Vango website: www.vango.co.uk. **This may vary depending on the statutes in force within the country of purchase.

Vango makes every effort to ensure the accuracy of the information shown within this workbook, however we do pursue a policy of continuous improvement and we therefore reserve the right to change or amend colours and specifications without prior notice.

Any items being returned to us either faulty or for inspection must be returned in a dry and clean condition, we and our suppliers/manufactures cannot and will not accept back items either dirty or wet.