At Outdoor Haven Shop, we want you to be completely satisfied with your outdoor gear purchases. If for any reason you’re not happy with your camping equipment, awnings, or tents, we offer a straightforward returns and exchanges process.

Our Returns Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return, items must be:

  • In original condition (unused, unwashed, with tags attached)
  • In original packaging (including all parts for camping furniture and tent accessories)
  • Accompanied by proof of purchase

Note on Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on camping cooking equipment that has been used, or any inner tents that have been unpackaged and set up.

How to Initiate a Return or Exchange

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use our template below for quicker processing.
  2. Wait for Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Your Item: Securely pack the item(s) in the original packaging with all accessories.
  4. Ship Your Return: Send the package to our address at 84 Elm Grove, Portsmouth, GB PO3P 5PF using a trackable shipping method.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days after we receive your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Deductions: Original shipping fees are non-refundable, and a restocking fee may apply for large items like family tents or camping furniture.

Exchange Process

For exchanges (size, color, or different product):

  1. Follow the same return process above
  2. Clearly state in your email that you’d like an exchange and specify the replacement item
  3. Once we receive your return, we’ll ship the replacement item
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If you receive a damaged or defective item (like a tent with faulty poles or awning with manufacturing defects):

  • Contact us immediately with photos of the damage
  • We’ll arrange a free return label if needed
  • Choose between a full refund or replacement

Return Request Template

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

Dear Outdoor Haven Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Details:
Product Name: [e.g., “Vango Odyssey Air 500 Tent”]
Reason for Return: [Please specify – wrong size, defective, changed mind, etc.]

For exchanges, I would like: [Specify replacement item details if applicable]

Please advise next steps. I’ve reviewed the return policy and confirm the item is in original condition with all packaging.

Best regards,
[Your Full Name]
[Your Contact Number]
[Order Date]

Contact Us

For any questions about our returns policy or your specific order of camping equipment or awnings, please contact our customer service team:

Email: [email protected]
Business Hours: Monday-Friday, 9am-5pm GMT

Thank you for choosing Outdoor Haven Shop for your outdoor adventures. We’re committed to ensuring you have the best experience with our premium camping gear.