Terms & Conditions

Please read the following important terms and conditions before you buy anything on our site.

Summary of some of your key rights:

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:

• up to 30 days: if your goods are faulty, then you can get a refund;

• up to six months: if your goods are faulty if they can't be repaired or replaced, then you're entitled to a full refund, in most cases;

• the goods should last a reasonable length of time.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.

This contract sets out:

• your legal rights and responsibilities;

• our legal rights and responsibilities; and

• certain key information required by law.

In this contract:

• ‘We’, ‘us’ or ‘our’ means Tent Hire Limited, a company registered in England and Wales with company number 6116825 and with its registered office at 105a Edward Street, Walsall, West Midlands WS2 8QR; and

• ‘You’ or ‘your’ means the person using our site to buy goods from us.

If you don’t understand any of this contract and want to talk to us about it, please contact us by:

• email at info@tenthiredirect.co.uk; or

• telephone 01922 634808

Who are we?

We are registered in England and Wales under company number: 6116825.

Our registered office is at: 105a Edward Street, Walsall, West Midlands WS2 8QR.

Our VAT number is: GB 902 3937 36.

1 Introduction

1.1 If you buy goods on our site you agree to be legally bound by this contract.

1.2 This contract is only available in English. No other languages will apply to this contract.

1.3 When buying any goods you also agree to be legally bound by:

1.3.1 our website terms and conditions of use and any documents referred to in them;

1.3.2 our privacy policy; and

1.3.3 specific terms which apply to certain goods. If you want to see these specific terms, please visit the relevant webpage.

All these documents form part of this contract as though set out in full here.

2 Ordering goods from us

2.1 Below, we set out how a legally binding contract between you and us is made.

2.2 You place an order on the site by placing items in your online basket and then completing the online ‘checkout’ form. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.

2.2.1 When you place your order at the end of the online checkout process (eg when you click on the ‘pay now’ button, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.

2.2.2 We may contact you to say that we do not accept your order. This is typically for the following reasons:

(a) the goods are unavailable;

(b) we cannot authorise your payment;

(d) we are not allowed to sell the goods to you;

(e) you have ordered too many goods; or

(f) there has been a mistake on the pricing or description of the goods.

2.2.3 We will only accept your order when we despatch the goods. At this point a legally binding contract will be in place between you and us.

2.3 If you are under the age of 18 you may not buy any goods from the site.

3 Satisfaction guarantee - Right to cancel this contract

3.1 You have the right to cancel this contract within 14 days without giving any reason.

3.2 The cancellation period will expire after 14 days from the date of delivery of your goods.

3.3 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (eg a letter sent by post or email).Please remember to include your original receipt in the parcel so we can quickly identify your order.

3.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

4 Effects of cancellation

4.1 If you cancel this contract within 14 days in accordance with 3.1, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

4.2 The right to cancel does not apply to any goods made to your specifications or to goods intended for everyday consumption.

4.3 Goods must be returned complete, unopened and in their original packaging in a resaleable ‘new’ condition. If the goods are unsaleable we may make refuse to make a refund or we make a deduction of up to 25% from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

4.4 We will make the reimbursement without undue delay, and not later than:

4.4.1 14 days after the day we received back from you any goods supplied; or

4.4.2 if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

4.5 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

4.6 If you cancel the contract within 14 days under clause 4.1:

4.6.1 you shall send back the goods or hand them over to us or without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

4.6.2 If you are able to post the goods back to us , you must do so and you will have to bear the direct cost of returning the goods to us and appropriately insuring them in transit.

4.6.3 If the item cannot be returned to us by post, contact us and we shall arrange a courier to collect the item from you.

4.7 If you would like an exchange of goods rather than a refund:

4.7.1 after safe receipt of the returned item, we will despatch an alternative product of your choice;

4.7.2 If the replacement item is more expensive the balance of the price together with the delivery will be payable prior to despatch to you;

4.7.3 If the replacement product is cheaper we will refund you the difference less the delivery charge;

4.7.4 In the case of goods originally purchased as special offers, it is not always possible to exchange goods for the same price as the offer. Some items may have been selected as a special offer because of manufacturer availability or under restricted colour or size conditions.

4.7.5 Products that are already discounted or on sale are not eligible for any further discount codes, promotions or additional sales. Camptech awnings are also excluded.

4.7.6 Return Shipping Costs: For any item(s) returned due to a change of mind, where the original order was shipped with 'free delivery,' the cost of the original shipping will be deducted from your refund.

5 Delivery and Collection

5.1 The majority of our deliveries within mainland UK are made within one working day of payment authorisation. We do not offer any guarantee delivery service but do enjoy a very high percentage of next working day deliveries on our express delivery options.

5.2 Next day delivery is for the next working day, and for this purpose Thursdays and weekends are not counted as working days.

5.3 Some offshore and remote areas together with highlands and islands can experience additional delays due to their location.

5.4 Orders placed after 2:30pm will be despatched next working day. Orders placed after 2:30pm Wednesdays will be despatched on Friday for delivery on Monday, this is because our store is closed on Thursdays.

5.5 We aim to hold all items in stock, however should an item be more popular than we expected, there might be occasional delays when ordering. If this does occur then we will contact you advising you of any delays with an option to cancel your order if requested.

5.6 Please note that we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering goods that are beyond our reasonable control.

5.7 In the unlikely event that your product appears lost or is damaged in transit please contact us immediately.

5.8 Please ensure you only sign for parcels which are in good condition. If you are unable to inspect the goods on delivery please sign for parcels 'unchecked' or "Damaged".

5.9 Our couriers offer a full tracking service via their website, details can be found in your despatch notification email.

5.10 All purchases must be check and inspected within 7 days of receipt by the customer and any shortages or faults reported to us within this time. We are unable to correct shortages after this period.

5.11 Delivery of the goods will take place when we deliver them to the address that you gave to us.

5.12 If nobody is available to take delivery, please contact us using the contact details at the top of this page. Items returned to us as 'refused by customer' or after failed delivery attempts by the courier company may incur charges, these must be settled by you before re-delivery or refunds are issued

5.13 You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.

5.14 We may deliver your goods in instalments.

5.15 Items which have been purchased through our ‘Reserve, Pay and Collect’ option will be reserved for a maximum of one calendar month. We will then notify you of your outstanding collection and/or may cancel your order and refund in full. We cannot hold stock indefinitely due to the high volume we sell and limited storage capacity.

6 Delivery Charges

6.1 A standard delivery charge will be calculated on your order and added to your shopping basket.

6.2 Some items may only be despatched by Royal Mail postage or overnight courier.

6.3 Please contact us with any specific requirements.

6.4 We will not accept claims for compensation due to delayed delivery or inconvenience caused by delivery times. We will always do our very best to ensure deliveries are completed as advertised.

6.5 Where delivery charges have been miscalculated or additional shipping costs are incurred we reserve the right to pass these charges on or cancel your order without notice - any payments will be refunded.

7 Prices and Payment

7.1 All prices are in (GBP) pound sterling and are inclusive of VAT at the current of rate 20% (if applicable).

7.2 Payment can be made securely on line using our dedicated Streamline Worldpay payment processing partner, or buy using your Paypal account, by post or telephone. All our online payments are processed through either WorldPay or Paypal, you do not need a Paypal account to purchase from us, they simply provide the payment processing.

7.3 All payments are subject to validation checks and where required, authorisation by the card issuer. If the issuer of your payment refuses to authorise the payment, we have the right to cancel the order.

7.4 All prices within the tenthiredirect.co.uk website, are exclusive 'website only prices' and no guarantee can be made that these prices will be matched in store, unless otherwise stated. You must complete your purchase online to benefit from these website savings

7.5 When you buy goods through our website, we do all we can to ensure your financial transaction is entirely secure. Our secure server software encrypts all your payment card details. The process scrambles all the information, allowing no unauthorised third party to intercept the data. If you are experiencing problems connecting via our secure server please check that you have SSL switched on in your browser. However, in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

7.6 Your credit card or debit card will be charged at point of purchase.

7.7 Unless stated, the price of the goods does not include the cost of delivery.

7.8 In the event a product is listed at a wrong price due to a typographical (human) error or incorrect pricing information received from our suppliers, we have the right to refuse or cancel any orders placed prior to despatch. We will, of course, inform you at the earliest possible time. Prices found through search engines may not be accurate as they may include items from previous promotions or older seasons. A search conducted through our own website search facility will be more accurate.

8 Nature of the goods

8.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:

8.1.1 are of satisfactory quality;

8.1.2 are fit for purpose;

8.1.3 match the description, sample or model; and

8.1.4 are installed properly (if we install any goods).

8.2 We must provide you with goods that comply with your legal rights.

8.3 The packaging of the goods may be different from that shown on the site.

8.4 Any goods sold:

8.4.1 at discount prices;

8.4.2 as remnants; or

8.4.3 as substandard;

will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

8.5 Every effort has been made to ensure that the specifications on this website are correct at the time of publishing, however technical data, including colour, dimensions and weights serve only as a guide. Sometimes product specifications may change, in such instances we'll do our very best to inform you and make the corrections to our site. All our sizes and measurements are approximate and the utmost care is taken to ensure the accuracy of these dimensions. Awning and tent measurements are 'Footprint' sizes and not necessarily overall size. No guarantee is given or implied that goods will confirm in absolute detail to the description or illustrations published.

9 Goods Damaged in Transit

9.1 All your goods should arrive in perfect condition. However, if you do receive goods that appear to be faulty or damaged, please notify the courier on delivery, sign for the goods as "damaged" and advise us within 48 hours of receipt on 01922 634808 to discuss the best way to return them to us. If your item is excessively large or heavy we can arrange a courier to collect it at a charge of £30.00 - this fee will be refunded to you once we have inspected the goods and confirm that they have been damaged.

9.2 This also applies to any items that may appear to be missing, unless stated on the invoice that the item is currently out of stock.

9.3 We will not accept responsibility for any additional expenses occurred by you due to late, damaged or incomplete deliveries.

10 Product Guarantee

10.1 All new products carry a standard 12 month manufacturer’s guarantee. Should any fault arise within the first 12 months of ownership due to faulty materials or workmanship, we will, at our discretion, take necessary steps to repair or replace the defective part. This does not apply to faults caused by weather damage, accident, neglect, excessive wear & tear or misuse, for which there will be no repair or exchange. The guarantee will be deemed invalid if goods have not been treated in accordance with the manufacturer’s instructions and/or have been altered or modified. This does not affect your statutory rights.

10.2 Zips, Velcro tags, guy lines, ladder rubbers, pegs, halogen tubes, light bulbs and fuses, are not covered under the manufacturer’s warranty. Steel, fibreglass and aluminium poles are a consumable item and are also not normally covered by the manufacturer’s warranty.

11 Faulty goods

11.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, plea se visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06.

11.2 If you wish to return goods which you believe are damaged or faulty, please contact us on 01922 634808, or complete the on-line returns procedure, to facilitate the return to us. If your item is excessively large or heavy we can arrange a courier to collect it at a charge of £30.00 - this fee will be refunded to you once we have inspected the goods and confirmed that they are faulty or damaged. If we find that the goods are of satisfactory quality then this fee will not be refunded.

11.3 Upon receipt we will investigate your claim within 7 working days:

11.3.1 If the fault is obvious we will process the refund, repair or exchange at our discretion within 7 days;

11.3.2 If the fault is not obvious or disputed we may invite the manufacturers to test or inspect the product on your behalf. This process can take up to 28 days depending on the fault and availability of the manufacturers to conduct their investigations. The following items will normally require a manufacturer’s investigation:

(a) Electrical items, generators and gas appliances

(b) Tents, canopies and ground sheets

(d) Sleeping bags and water carriers.

11.4 Where goods are found to be damaged or faulty, we will either:

11.4.1 Issue a refund on your purchase including reasonable return delivery cost; or

11.4.2 Send you a replacement and refund you the cost of returning the product; or

11.4.3 Have the product repaired, return it to you and refund on your cost for returning the product to us.

11.5 In the event that the product does not have a fault or damage due to faulty manufacturing, but has been misused or sustained damage after purchase or is subject to normal wear and tear, we will contact you to discuss whether you wish the goods to be returned or repaired, if a repair is feasible. In these circumstances both the cost of repair and return of the goods to you would be at your expense.

11.6 In the event that the damage to the goods has been contributed to by you, we may consider giving you a partial refund for the goods, but this would be entirely at our discretion.

11.7 Halogen tubes, light bulbs and fuses, plus steel, fibreglass and aluminium poles are a consumable item and are not normally covered by the manufacturer’s warranty. Therefore we will not issue a refund in respect of goods, or repair them, for problems related to these issues.

11.8 To protect our staff and adhere to health and safety regulations, we are unable to accept, inspect or repair any product which is not returned in a clean and dry condition. Please ensure all items are clean and dry before sending them to us as we are unable to handle wet or soiled products. Any items returned in poor condition, as described above, will be returned at the your expense or held for a maximum of 28 day before they are disposed of.

11.9 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

12 End of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

13 Limit on our responsibility to you

13.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for:

13.1.1 losses that:

(a) were not foreseeable to you and us when the contract was formed; or

(b) that were not caused by any breach on our part;

13.1.2 business losses; and

13.1.3 losses to non-consumers.

14 Disputes

14.1 We will try to resolve any disputes with you quickly and efficiently.

14.2 If you are unhappy with: