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Returns, Refunds and Cancellation Policy.
We are here to help however we can, that is why we have introduced our OLPRO 30-day no-quibble return policy. This policy gives you a 30-day grace period to return your order. This policy covers you for items that you may no longer want, as well as anything you may not be happy with - Any items that you do wish to return will be at your own cost unless they arrived with a manufacturer's defect.
Unwanted Returns
We offer a 30 day no quibble return policy, which is a further 16 days than the regulations for distance selling allow so hopefully gives you enough time to decide whether the product is right for you. If you buy something that you, then, no longer want when you receive it, you can return it to us at your own cost.
Only return products purchased directly from OLPRO. If you have purchased the product from a retailer, then please return the goods to them in line with your original purchase and their own returns procedures.
To be eligible for a return, the item should be unused, in its original packaging, and in a re-sellable condition.
We cannot provide refunds or replacements for products that have incurred damage unrelated to manufacturer's defects or in a condition that makes them unsuitable for resale, this includes products that are dirty, damp, mouldy or have missing components. Upon receiving your order back, a refund will be processed within 14 days.
*If we receive the product and it does not meet these criteria, a 10% handling fee will be charged and deducted from your refund.
Faulty Returns
If you receive your product damaged, please email us at sales@olpro.co.uk straight away, including a photograph if possible, and we will advise on how to return the product. Or you can contact us on our live chat (Mon* - Fri 9-5 pm) *Excludes Bank Holidays
If you are returning a product within 30 days because of a manufacturer's fault, then you are entitled to a replacement. We will pay for the return cost up to the full amount of £15.00, If your return quote is for more than £15.00, please contact our customer service team, requesting a collection for the item. If your product is under 2kg, we will reimburse the return carriage up to £5.00. We recommend sending on a tracked service, or keeping proof of postage if tracking is not applicable. We will also cover the costs of sending out the new product. See above for more details on our 365-day (and 2-year canvas) warranty.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the return is rejected, we will send the product back to you in the condition it arrived.
**PLEASE NOTE - We are unable to accept items that are heavily soiled or wet. This is down to Health and hygiene reasons. If the product is received back in this state, it will be returned to you for you to return later when dry at your own cost*
· if you falsely ask us to collect an item outside this, you will be responsible for 100% of the additional postage charges.
· Failure to comply will result in additional charges.
· You will be required to send a photo of the items packaged BEFORE they are collected, failure to do so will void any claim of lost items.
If you have purchased more than 30 days ago
After 30 days, you cannot return the product to us unless there is a fault with the product (a manufacturing fault).
See 365-day warranty & Lifetime Canvas Warranty for full terms and conditions (link)
Returning a larger item? (longer than 80cm in any dimension or over 20kg)
Our current shipping partners are only able to manage a certain amount of weight using their standard delivery services. So, if your return is greater than 80cm in any dimension or weighs more than 20 kg could you please fill out a large item return form below? Once a form has been submitted, one of our Customer Service Representatives will get in touch as soon as possible.
Collection/Returning goods under Warranty
· The warranty does not apply if the product has been used for anything other than reasonable personal camping use. Commercial use (e.g., rental) or continuous use as a residence is expressly excluded. All tents and awnings are made for occasional use over short periods and not for seasonal pitches or residences.
· We will only collect an item if it is in its original packaging unless agreed beforehand by email.
· If you are returning goods for whatever reason and you ask us to collect under the pretence, they/it is in the original packaging, you will be liable for any damage and any additional postage costs incurred.
· If you no longer have your original packaging, it is your responsibly to ensure the item arrives back to us exactly as it was sent, failure to properly package could cost you extra, or even void your warranty in part or in full. If you have to arrange your own courier within the first 6 months, we will cover up to £25 of the cost for you to send the items back.
· If you have sent your item back and it is not in the original packaging, you are also responsible for insuring your item, it will be your responsibility to make a claim against the courier for lost or damaged items.
The maximum single package we can collect is:
· 30kg
· Less than 150cm in length
· Less than 80cm in width and height
If you falsely ask us to collect an item outside this, you will be responsible for 100% of the additional postage charges. Failure to comply will result in additional charges. You will be required to send a photo of the items packaged BEFORE they are collected, failure to do so will void any claim of lost items.