The contract between us only becomes binding at the point when we process your payment. This occurs once you have agreed to purchase the items as the payment is instant. Therefore, you are free to cancel your order for any reason at any time before we dispatch the goods to you.
Method of Payment
We accept Visa and MasterCard Credit or Debit Cards and PayPal Payments. To prevent delays in order processing please ensure the cardholders name and address is exactly as given on the card and statements. If you make an error in the order details you have already submitted please contact us by email or phone. Do not give any revised credit card details via email as this is not secure.
All products are priced in pounds sterling and include UK VAT at the prevailing rate.
Manufactured Pole Runs
We carry many different tent specifications which we have obtained from Manufactures and Customers to which we manufacture our pole runs. Our Tent Pole Runs are manufactured on site to the highest standards using high quality parts. The correct care, combined with our high standards of quality, will keep your tent poles in good working condition for many years, but should an unforeseen problem occur, we will be happy to help.
All measurements of the poles will be in the relevant listings, as the sizes may vary depending on the age of the tent. Please make sure the measurements we provide match the pole you are replacing before making your purchase.
As with all manufacturers the poles are not guaranteed, as they are a serviceable part and can be damaged in many ways (eg. weather, misuse, over stressing etc). If you have a fault with a pole when it is delivered you must report it to us within 7 days of delivery.
Poles must be tested before taking them on a camping trip. We will not be responsible for any problems when you arrive on your camp site.
If the Pole Run was a Custom Pole Make-Up (i.e. we have made a pole run to specifications you have supplied) then unfortunately, we cannot accept these back.
Why do poles break?
Pole breakages can happen for many different reasons, mainly weather, flysheet tensioning or when pitching the tent.
As a precaution:
- Always make sure the pole ends are fully engaged into each other
- Do not force the poles too much or they could break. If it feels like you are forcing them, double check they are not snagging on anything.
- Do not pull the poles through – push them. If your tent has poles connected by elastic, pulling them will serve only to separate them and make your job more difficult.
- Whenever possible, it is best for 2 people to erect tents, one to put the poles in place and one to support the pole while the ark is formed.
- Undo all zips to allow air to flow through
- Tension the flysheet firmly but not over tight
- When it is windy make sure the flysheet is taught to avoid loose fabric flapping around
- Always carry a spare section or two and a repair sleeve.
For UK customers it is our aim to deliver all orders within five working days from when your order is placed, but in exceptional circumstances allow 28 days for delivery. Next Day Delivery is available for Next Working Day, which does not include Saturday and Sundays. Next Working Day Delivery includes orders placed between Monday to Thursday, if an order is placed on Friday before 12pm for Next Day Delivery it should be with you on Monday and if it is placed after 12pm on Friday, Saturday or Sunday it will not be dispatched until Monday, so should be with you on Tuesday. If an order is placed we can advise on your delivery status if you telephone our service helpline with your order number. We can ship orders to the Non-EU countries, but please call 01455 239 999 or email [email protected] first with what you require and the shipping address so that we can give you a quote, before processing the order, do not send any credit or debit card details via email as this is not secure.
Return of Goods Policy
If you wish to return any goods please email [email protected] or call our Customer Service Line on 01455 239 999 first with your order number and the reason why you wish to return the goods. You will need a Returns Reference Number from us before returning any goods. If goods are faulty or the wrong item has been dispatched they can be returned for a full refund or exchanged (subject to availability of replacement). All goods returned will only be accepted with a Returns Reference Number. We will not refund your postage costs unless the item is faulty or there is an error in the delivery.
If the goods have been dispatched as ordered and are not faulty, they can be returned for a refund. All returns must be organised within 7 days of receiving your order. Original delivery charges may only be refunded in the event that the entire order has been cancelled or has been returned to us within 30 days. It is your responsibility to post the items back to us if dissatisfied with the purchase unused, with their original packaging with labels and be accompanied by a copy of the Invoice. Nothing in these conditions affects your statutory rights as a consumer. The payment method used for the purchase will be credited with the original purchase amount (less any delivery charge paid where appropriate).
Goods cannot be returned on the basis that they are unwanted or unsuitable if they have been used, are soiled, have an odour (eg. smoke) have been damaged as a result of misuse or are not in a clean and dry condition.
If you wish to cancel an order please email [email protected] or call our Customer Service Line on 01455 239 999 first with your order number and the reason why you wish to cancel the order.
You are free to cancel your order for any reason at any time before we dispatch the goods to you for a full refund. Once we have sent the goods out to you, you have a statutory right, known as a ‘seven day cooling off period’ to cancel your order and get a full refund. If you wish to take advantage of this, you must cancel your order within 7 working days, starting the day you receive the goods and return them within 14 days, after this you will receive a goods refund less any delivery charge paid where appropriate.
You will need a Returns Reference from us before returning any goods. Items must be unused, still have their original packaging and labels and be accompanied by a copy of the Invoice. Nothing in these conditions affects your statutory rights as a consumer. The payment method used for the purchase will be credited with the original purchase amount (less any delivery charge paid where appropriate).
Guarantee and Faulty Items
All new products are guaranteed against manufacturers faults for a period of twelve months from the date of purchase unless otherwise stated. This guarantee excludes faults caused by misuse, neglect, accidents or reasonable wear & tear. If you wish to return goods please email [email protected] or call our Customer Service Line on 01455 239 999 first with your order number and the reason why you wish to return the goods. Items returned under guarantee must be in a dry and clean condition and accompanied by proof of purchase from us and with a clear description of the fault.
In the event that the fault or damage is not due to faulty manufacture, but to misuse or damage sustained after purchase or subject to normal wear and tear, we will contact you to find out whether you wish the goods to be returned to you 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.
We always aim to offer a high level of customer service. If you have any problems or queries please contact us via:
• Telephone on our Customer Service Line 01455 239 999
• Email: [email protected]
• or in writing to our company address given at the foot of our Terms and Conditions.
Telephone calls are charges at 4p per minute (charges may vary depending on networks).
Data Protection and Privacy
We are committed to protecting your privacy. Any details which you provide to us from which we can identify you are held and processed lawfully and in accordance with the Data Protection Act 1998 (see www.informationcommissioner.gov.uk for details).
TentSpares Ltd will not sell, share or rent this information to others in ways different from what is disclosed in this statement. For billing and ordering purposes we will request contact information (like name, shipping address, landline telephone number) and financial information (like credit card number, billing address, expiration date). This information is used for billing purposes and to complete customers' orders.
If we have trouble processing an order, this contact information is used to get in touch with the you. We may use an outside shipping company to ship orders and a credit card processing company to bill users for goods and services. These companies do not retain, share, store or divulge any personal information for any secondary purposes.
We will send details on our products and services only if users have elected to receive such information. To do this we require contact information such as name and email address. If at any time you no longer wish to receive this information or if your contact details change please email [email protected]
Cookies are used purely to identify new or returning visitors, no information is stored that is personal or person specific.
We are committed to keeping your information secure both on-line and off-line. When sensitive information is submitted via the Website, that information is encrypted and is protected with SSL (indicated by the padlock icon on your browser). The servers on which we collect and store personal information are kept in a secure environment.
TentSpares Ltd Registered Office:
8A Jacknell Road
Dodwells Bridge Industrial Estate