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Cancelling an Order
We aim to ship all orders within a 2 day timeframe, so if you need to cancel an order please notify us within 12 hours of placing it by emailing sending an email to sales@olpro.co.uk With your order number and “CANCELLATION” as the subject of the enquiry. We cannot guarantee that the product will not have been shipped, If the product has already been despatched, we will make every effort to reroute it back to our warehouse, however, this is not always possible once in the courier network, if the order is delivered you will need to arrange returning the order at your own cost, in line with our return policy.
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 give you enough time to decide whether the product is right for you. If, for any reason, you no longer want an item after receiving it, you can return it to us at your own cost.
Only send us products back purchased direct 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 manufacturers 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
If you are returning a product within 30 days because of a manufacturers 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 is quoted more than £15.00, please contact our customer service team, requesting a collection for the item for which you will then be invoiced £15.00. 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.
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.
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.