Term and Conditions

Welcome to TentHaven Shop! These terms and conditions outline the rules and regulations for using our website and purchasing our outdoor equipment. By accessing this website and placing an order, you accept these terms in full. If you disagree with any part of these terms, please do not use our website.

1. Website Use and Intellectual Property

1.1 Access and Eligibility

Our website is intended for users aged 18+ who are purchasing outdoor equipment for personal use. By using our site, you confirm you have legal capacity to enter into binding contracts.

1.2 Intellectual Property Rights

All content on this website, including text, graphics, logos, and product designs, is the property of TentHaven Shop or our suppliers and is protected by UK and international copyright laws. You may not reproduce, distribute, or create derivative works without our express written permission.

2. Product Information

2.1 Product Descriptions

We take care to accurately describe our range of tents (including family tents, festival tents, and lightweight tents), cooking equipment, lighting, and other outdoor gear. However, slight variations in colour or design may occur. Product dimensions are approximate.

2.2 Product Availability

All products are subject to availability. If an item becomes unavailable after you place your order, we’ll notify you promptly and offer alternatives or a full refund.

2.3 Safety Information

Certain products (especially from our Gas and Fuels or Electrical categories) require careful handling. Always follow manufacturer instructions for safe use. Children should not use these products without adult supervision.

3. Ordering and Payment

3.1 Placing an Order

When you place an order, you’re making an offer to purchase which we may accept or decline. Order confirmation emails do not constitute acceptance – we only accept your order when we dispatch it.

3.2 Pricing

All prices are in GBP (£) and include VAT where applicable. We reserve the right to correct pricing errors, even after an order is placed.

3.3 Payment Methods

We accept:

• Visa
• MasterCard
• JCB
• PayPal

Payment is taken at the time of order processing.

3.4 Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). During peak camping season, processing may take slightly longer.

4. Shipping and Delivery

4.1 Shipping Options

We offer two shipping methods:

• Standard Shipping (£12.95): Via DHL or FedEx, delivered in 10-15 business days after dispatch with tracking and insurance
• Free Shipping: For orders over £50 via EMS, delivered in 15-25 business days after dispatch with basic tracking

4.2 Delivery Areas

We ship to most international locations except certain remote areas in Asia and other regions. If unsure about delivery to your location, please contact us before ordering.

4.3 Delivery Issues

If your outdoor gear doesn’t arrive within the estimated timeframe or arrives damaged, contact us immediately at [email protected] with your order details.

5. Returns and Refunds

5.1 Returns Policy

We want you to be completely satisfied with your outdoor gear. You may return most items within 15 days of receipt, provided they are:

• In original condition (unused, unwashed)
• With all original tags and packaging
• Including all accessories and documentation

5.2 Non-Returnable Items

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

• Gas canisters and fuel containers
• Electrical items that have been unboxed and used
• Personal care items from our Care and Maintenance range

5.3 Return Process

To return an item:

1. Contact us within 15 days at [email protected]
2. Pack the item securely in its original packaging
3. Include the original invoice and indicate if you want a refund or exchange
4. Ship to: TentHaven Shop Returns, 87 Spon St, Birmingham, GB B1W 2DH

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.

5.4 Refunds

Refunds are processed within 5 business days of receiving your return. Original shipping costs are non-refundable. Refunds will be issued to your original payment method.

6. Customer Responsibilities

6.1 Accurate Information

You must provide accurate and complete information when placing an order, including correct shipping address and payment details.

6.2 Product Use

You agree to use all products according to manufacturer instructions, particularly for items like cookers, stoves, and electrical equipment.

6.3 Website Use

You agree not to:

• Use our website for any unlawful purpose
• Attempt to gain unauthorised access to our systems
• Disrupt the functionality of our website

7. Limitation of Liability

TentHaven Shop shall not be liable for:

• Any indirect, incidental, or consequential damages arising from product use
• Issues caused by improper product use or failure to follow instructions
• Events beyond our reasonable control (natural disasters, strikes, etc.)

Our total liability for any claim related to your order shall not exceed the purchase price of the relevant products.

8. Privacy and Data Protection

We handle your personal information in accordance with our Privacy Policy and GDPR requirements. We only use your data to process orders and improve your shopping experience.

9. Governing Law

These terms shall be governed by and construed in accordance with English law. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

10. Changes to Terms

We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of the site constitutes acceptance of the modified terms.

11. Contact Us

For any questions about these terms or your order, our adventure-ready customer service team is happy to help:

Email: [email protected]
Address: TentHaven Shop, 87 Spon St, Birmingham, GB B1W 2DH