Delivery & Returns

Returns Procedure

If you are returning goods that you have decided you do not want or have changed your mind about, under the distance trading regulations you have 14 days after the item has been delivered in which you can change your mind and cancel your contract with us. You then have a further 14 days from the date we have been notified to return the goods. You must return the goods within 14 days after notifying us and they must be returned in an unused condition in their original packaging.

Please contact us via email (shop@winchestercaravans.com) with the details of your return so we can log this into our system and await your return.

For this reason,  returns will be at your own cost. If you require help, we can arrange for a courier collection at your own cost.

Proof of posting should be obtained and produced as evidence of despatch in the event of goods being lost in transit.

Returns should be sent back to us at Winchester Caravans, Main Road, Colden Common, Hampshire, SO21 1TD

Refunds

All applicable refunds of returned goods will be processed within 14 days from the date of the product return. Refunds will not be issued until we have received the product in its original or delivered state, and has not been used, with all tags & labels still attached. Please note that any delivery charges will not be refunded.

For items that are faulty, please see ‘Damaged, incorrect or faulty goods’.

If returned goods show signs of unreasonable use leading to diminished value, we have the right to deduct for damage or wear and tear where the item has not just been checked but has been used.

Please note that once processed refunds may take 3-5 working days to show in your account.

Damaged, Incorrect, or Faulty Goods

If you have a problem with an item that you have ordered, please contact us as soon as possible by emailing shop@winchestercaravans.com. You the customer, are solely responsible for inspecting the product upon delivery. If, in the rare instance, your order is received damaged, faulty or incorrect, please contact us within 48 hours of receipt.

For faulty goods, we will arrange to repair or replace your order, as long as the product has been used as intended and does not, on examination, display any signs of misuse. If faulty, please enclose a letter stating the fault(s) and return the item to us. If you would prefer, we can arrange to get items collected by our courier APC. This does not apply to faults caused by accident, neglect, or misuse, for which there will be no refund or exchange. This does not affect your statutory rights.

Should you need to return a product due to an error on our part, we will exchange or refund the product for you. We will also refund any reasonable associated carriage costs.

Awnings

Your new awning is covered against faults in both materials and workmanship for a period of one year from the date of purchase. This may vary depending on the manufacturer.

Please note that this guarantee does not cover damage to the awning, its poles, or other components which are caused by the following:

• Stormy or windy conditions
• Accidents or misuse
• General wear and tear
• Incorrect erection

We allow a period of 28 days for you to inspect and check your new awning. If there are any obvious genuine faults, please inform us and the awning may be returned for repair, exchange, or refund within this period. Other less obvious faults, e.g. leaks, may require us to retain the awning for testing or send the item to a third party for inspection. This can often take several weeks.

After this period of time, if you believe your awning to have a genuine manufacturing fault, please contact us in the first instance by telephone, letter, or email. In the event that you subsequently need to return your awning to us, please note:

• Awnings must be accompanied by the original receipt
• Replacement parts are normally in stock but may occasionally take a few weeks to obtain
• In some cases, awnings may need to be erected and assessed, which may take over a week depending on the time of year or weather conditions and workload
• Very occasionally awnings may need to be returned to a third party for repair, assessment, or verification and this may take several weeks

Awnings must be in a dry and clean condition in order to be inspected. If an awning is returned and we find that this is not the case, we have the right to return it to you uninspected or charge you a fee.

Click & collect Cancellations

Please note: On items that say "This item is sent direct from the manufacturer and is not held on-site" - These will still be available for click & collect however may take a few days to arrive with us. In this instance, you will receive an email making sure you are aware of this along with an estimated delivery date when we can expect the goods to be delivered to us. You will then receive a final email once your order is here and ready to be collected.

If you wish to cancel a click & collect order at any time please contact us immediately.

For items that are held on-site a full refund will be given and no restocking charge will apply.

For items that say "This item is sent direct from the manufacturer and is not held on-site" come directly from the manufacturer, If we are unable to cancel the order in time with the supplier and the goods are still delivered to us, a restocking charge of 10% will be deducted from the total refund amount due to it being an item specifically ordered in to fulfil your order.

Printing & Pricing errors

In the event a product is listed at a wrong price either due to human error or incorrect pricing information received from our suppliers, we have the right to refuse or cancel any orders placed. If payment has been charged for the purchase and your order is cancelled, we will immediately issue a full refund.

We reserve the right to alter prices and specifications at any time without prior notification, so please check before placing your order.

Delivery Information

Currently, we only ship to the mainland UK. We may be able to ship to offshore destinations outside of the UK, but an extra charge may be applicable. If you would like a quote for delivery before you place your order then please contact us.

Customers should note that whilst we and our carriers will always attempt to deliver according to service schedules, unforeseen circumstances can always intervene, and we cannot be held liable for any subsequent breakdown in service.

processing your order

We aim to process all orders within 24 hours of receiving the order. Orders placed on a Friday or over a weekend will not be processed until the next working day.

If you order an item that is temporarily out of stock, it will clearly not be processed within 24 hours. In this circumstance, we will contact you as soon as possible to inform you that the item is not in stock and advise you of the date we expect it to be back in stock, or we will suggest a suitable alternative item that is currently available. If the item will not be back in stock at a time that suits you, you are always able to cancel your order for a full refund. If you wish to discuss your order with one of our members of staff at any time please do contact us or get in touch via live chat and we will be happy to assist you.

Deliveries

We use a range of couriers such as DPD & APC overnight next-day delivery. Most of our couriers use tracking services, email and text alerts which you will receive once your order has been processed.

Our couriers usually complete deliveries within 1-2 working days. In most cases if you order before 1pm, you will receive your item the following working day. This will not apply if an item clearly states "This Item is sent directly from the manufacturer". If you have not received your order within the time frames mentioned, please contact us as during busy periods this may take a little longer.

If your item is coming directly from a manufacturer this can take up to 7 working days depending on the item in question but more often than not it is much less than this. During the off-season big items such as awnings may come directly from the manufacturer. From March onwards a wide range of awnings will be in stock with us and despatched from our site the same day if ordered before 1pm ready for delivery the next working day.

Saturday Delivery OPTION

To qualify for Saturday delivery you must place your order before 1pm on a Friday, or any time Monday-Thursday. There is a fee of £12 for a Saturday delivery.

If your item is coming directly from a manufacturer this can take up to 7 working days depending on the item in question but more often than not it is much less than this. Therefore we can not guarantee items that come directly from the manufacturer will arrive on a Saturday. If you require more information regarding a particular item please email us at Shop@winchestercaravans.com

Delivery Procedures

For UK deliveries, we will let you know what day your delivery is going to arrive and it is your responsibility to ensure someone is at the delivery address to sign for and accept delivery between the hours of 7:00am - 6:00pm, Monday to Friday. We may, at our discretion, deliver to an alternative address. Please note that we only permit this at our discretion and we retain the right to refuse requests to deliver to an alternative address.

Our couriers will not leave a parcel at an address unless it can be signed for. We can, however, ask them to leave the parcel with a neighbour. If you require this please add information to the comments section on your order. If there is nobody at the address when the courier arrives they will leave a calling card asking you to call the local depot to arrange an alternative delivery time and date. All the contact information will be on the card left by the courier. If you have ordered an awning, please DO NOT change your delivery option to a pick-up shop as they will not accept freight items and they will return the goods to the sender. You will be charged additional postage for any re-deliveries.

Please allow up to 10 working days for deliveries, if you believe a delivery is seriously overdue, please contact us by email at shop@winchestercaravans.com.

** Delivery Instructions - Winchester Caravans & Motorhomes endeavours to deliver all parcels as per the customers' instructions, however, if those instructions leave the safety of the parcel in an unsecured environment or risk the delivery, Winchester Caravans & Motorhomes will accept NO liability for the loss or replacement of the parcel. **

If there are delays with your parcel we will endeavour to contact you as soon as possible to let you know, however, our couriers do not always inform us of delays straight away.

Most of our couriers will attempt to make a delivery at least twice to your chosen delivery address. If for any reason they cannot deliver the parcel and it is returned to us, please be aware that there will be a charge for re-delivery.

Bank Holidays

Our couriers do not collect from us on Bank Holidays or weekends, nor do they operate deliveries to customers on Bank Holidays or weekends. Next day refers to "next WORKING day".