At TentHaven Shop, we stand behind our outdoor gear as firmly as we stand under our tents in stormy weather. We want you to be completely satisfied with your purchase. If for any reason you’re not happy, our straightforward returns and exchanges policy has you covered.

Our Returns Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be in their original condition – unused, unwashed, and with all tags and packaging intact.

Important Exceptions:

For safety and hygiene reasons, we cannot accept returns on:

  • Gas canisters and fuel containers (under “Gas and Fuels” category)
  • Electrical items that have been unboxed and used
  • Personal care items from our “Care and Maintenance” range

How to Return an Item

Follow these simple steps to return your outdoor gear:

  1. Contact us within 15 days of receiving your order at [email protected] with your return request (see template below).
  2. Pack your item securely in its original packaging with all accessories.
  3. Include the original invoice and note whether you want a refund or exchange.
  4. Ship your return to:
    TentHaven Shop Returns
    87 Spon St
    Birmingham, GB B1W 2DH

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. We recommend using a trackable shipping service as we cannot be responsible for lost returns.

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5 business days
  • Your refund will be issued to your original payment method
  • Shipping costs are non-refundable
  • For exchanges, we’ll ship your new item once the return is received

Note: International refunds may take additional time to appear in your account depending on your bank’s processing times.

Damaged or Incorrect Items

If your outdoor gear arrives damaged or incorrect, please contact us immediately at [email protected] with photos of the issue. We’ll arrange a free return label and expedite your replacement.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear TentHaven Shop Team,

I would like to return/exchange the following item from my order #[Your Order Number]:

Product Name: [Product Name]
Reason for Return: [Reason – e.g., Wrong Size, Changed Mind, etc.]

I understand I am responsible for return shipping unless the item is damaged or incorrect.

Please confirm how to proceed with my [refund/exchange for [Product Name if exchanging]].

Best regards,
[Your Full Name]
[Your Contact Information]

Still Have Questions?

Our customer adventure team is happy to help with any return queries. Contact us at [email protected] and we’ll respond faster than you can pitch one of our lightweight tents!

Happy adventuring,
The TentHaven Shop Team