Consumer Terms of Sale

1. Format of the Contract

These terms of sale apply to all goods supplied by the caravan warehouse Limited via. www.thecaravanwarehouse.co.uk. The website is governed by the following terms and conditions; they do not affect your statutory rights.

Any order placed by you for goods advertised on our website is an offer by you to purchase the goods selected in your order. No contract exists between you and us for the sale of any goods until we have received your order and accepted it (which we may do at our discretion). We will send you an order acknowledgement shortly after you place your order, notifying you that we have received your order. This acknowledgement is not notification that we have accepted your order.

The contract is subject to your right of cancellation (see condition 5).

We have the right to terminate the contract if the price of the contract is not received from you in cleared funds.

The caravan warehouse Ltd may change these terms of sale without notice to you in relation to future sales.

2. Description and price of the goods

We have taken care to describe and show items as accurately as possible. Despite this, slight variations in items may occur. We provide you with product information on. www.thecaravanwarehouse.co.uk If there is anything which you do not understand, or if you wish to obtain further information, please contact our Customer Services team on: 01656 744889

Every effort is made to ensure that prices shown on www.thecaravanwarehouse.co.uk are accurate at the time of placing your order. If, by mistake, we have under priced an item we will contact you and offer you the following three options:

  1. placing a new order at the correct price for those goods;
  2. cancelling the whole of your order; or
  3. Cancelling your order for the mis-priced goods and reconfirm your order for the correctly priced goods.

If you do not choose one of the 3 available options within 14 days, your order will be cancelled or the under priced item will be removed from your order. If any payment has been made by you, you will be credited back to your original payment method.

If within 14 days of accepting your order we discover that all of the goods are unavailable, we will contact you and advise that we may cancel your order and refund or re-credit you within 7 working days. The refund will be credited back to your original payment method.

If within 7 days of accepting your order we discover that some but not all of the goods are unavailable, we will contact you and offer you the option of cancelling the whole order or amending your order to a substitute alternative. If you do not choose a substitute alternative within 14 days, the unavailable item will be removed from your order and we will deliver the available goods. If any payment has been made by you, you will be credited back to your original payment method.

The price of an item does not include the delivery charge, which will depend on the delivery method you choose.

3. Payment

Payment can be made by any of the options advertised on our website. Payment shall be due before delivery and failure. If payment fails your order will be cancelled.

There will be no delivery until clear funds have been received.

4. Delivery

Delivery will be made to the address specified when you complete your order.

Should you want to change the shipping address after the goods have dispatched from us a charge of £10 will be required (a redirection approval is subject to your order and account status).

Orders placed before 4.00pm on a working day will be processed that day and will be delivered as per your request, providing further security checks are not required and all goods are available. (A working day is any day other than weekends and Bank or other Public Holidays.)

If delivery cannot be made to your address for reasons under the caravan warehouse security policies you will be informed as soon as possible.

If you refuse the delivery of your order for reasons under the Distance Selling regulations or you fail to take delivery because you have cancelled your contract under the Distance Selling Regulations, the caravan warehouse will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods. By exercising you right to cancel you are required to return the goods to the caravan warehouse. If you fail to return the goods the caravan warehouse we reserve the right to deduct any costs incurred by retrieving the goods from you.

We make every effort will be made to deliver the goods as soon as possible after your order has been accepted. However, the caravan warehouse will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this even, the caravan warehouse will inform you of any delay as soon as possible.

Upon receipt of your order you will be asked to sign for the goods received. If the package does not appear to be in good condition then please refuse the delivery. If you are unable to check the contents of your delivery then please sign for the parcel as “UNCHECKED”. Failure to do so may affect any warranty claims that you make thereafter.

Ownership of an item will not pass to you until we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour). When an item is delivered the risk of damage to or loss of the item passes to you.

5. Your right of cancellation

You have the right to cancel your contract with the caravan warehouse at any time up to 10 days after you receive the goods, in line with The Distance Selling Regulations. To cancel your contract in this time frame you must notify us in writing, either by post or by Email.

Should you wish to cancel your contract after the goods have been delivered to you, you will be responsible for returning the goods to the caravan warehouse at your own cost unless the goods are faulty or mis-described. Please follow our returns on-line procedure.

You will be credited for the goods within 30 days of notifying the caravan warehouse of the cancellation.

6. Refund policy

If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process.

7. Warranty

All new goods supplied by the caravan warehouse have a 12 months warranty period from the date the goods were delivered. This warranty does not affect your statutory rights as a consumer. If new goods develop a defect during the 12 month warranty period, you should follow the Returns procedure.

Please note that the warranty does not cover you for any defects in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with its intended use, failure to follow the manufacturer’s or Supplier’s instructions, or any alteration or repair carried out without the caravan warehouse prior written approval.

7.1 Faulty Product

If you receive goods that are faulty or incomplete on arrival you must notify us within 28 days of receipt of the item. The good should be returned to us in line with our returns instructions.

If the goods are less than 28 days old you have the option of a refund or direct replacement.

If the good are over 28 days old we will test the product for the fault. If the faulty is verified we will:

  1. Try to repair the item
  2. If we are unable to repair we will replace with the same item
  3. If we are unable to replace we will issue a refund in line with our refund policy.

If the goods you have returned are not found faulty by out trained technicians the goods will be returned to you at your cost.

7.2 Products Dead On Arrival

In the unlikely event of you receiving goods that do not work upon arrival with you, you must notify us within 10 days. The good should be returned to us in line with our returns instructions.

Once we have received the goods back at the caravan warehouse, we will test the product for the fault. If the fault is verified we will either:

  1. Replace with the same item
  2. Refund in line with our refund policy

If the goods you have returned are not found faulty by out trained technicians the goods will be returned to you at your cost.

7.3 Products Damaged On Arrival

In the unlikely event of you receiving a damaged product you should notify us in writing or Email

The good should be returned to us in line with our returns instructions.

Once we have received the goods back at the caravan warehouse we will test the product for the fault. If the fault is verified we will either:

  1. Replace with the same item
  2. Refund in line with our refund policy

If the goods you have returned are not found faulty by out trained technicians the goods will be returned to you at your cost.

7.4 Wrong Item Delivered

If, by mistake we supply you with the incorrect item you must notify us within 10 days. The good should be returned to us in line with our returns instructions.

Once we have received the goods back at the caravan warehouse we will confirm that it is in fact an incorrect item and either:

  1. Replace with the correct item
  2. Refund in line with our refund policy

If the goods you have returned are not found faulty by out trained technicians the goods will be returned to you at your cost.

7.5 Item not Required

If you wish to return and unwanted product in line with The Distance Selling Regulation you must notify us in writing.

The good should be returned to us in line with our returns instructions.

You will be responsible for returning the goods to the caravan warehouse at your own cost; you will be credited for the goods within 30 days of notifying the caravan warehouse of the cancellation.

7.6 Extra Items Delivered

If, by mistake we supply you with extra items you must notify us immediately. Goods should be returned to us in line with the returns instructions.

If you do not adhere to this procedure and are found to be in possession of goods that you have not paid for, you will be charged for the goods.


7.7 Loyalty Points

You will be automatically registered on the loyalty scheme when you register an account on Thecaravanwarehouse.co.uk and a loyalty scheme account will be opened for you. To collect points for a transaction on the site you must be logged into your account.

You will be awarded one point for every complete £1 that you spend in a single transaction, This can be altered at our discretion. We may also set a limit on the number of points which may be awarded to each loyalty scheme account in respect of certain items or generally. We may cancel points awarded if your items are later refunded or the balance of the points awarded if you exchange your item for a item with a lower points value.

You will be able to see the number of points you have earned on your loyalty scheme account in account admin when logged in. Statements will also be emailed to update you on expire dates for points and balances.

You can redeem your points against any items that you buy on thecaravanwarehouse.co.uk by redeeming points at basket, you must be singed in for this.

The current redemption value of points is one point equal to five penny. We reserve the right to vary the rate at any time. Points may only be redeemed against future purchases. They can never be redeemed in cash.

All loyalty points will only be valid for 12 months on issue

The Caravan Warehouse reserves the right to add, remove or suspend rewards within the portal without notice and the right to change the number of points required to obtain each reward.

We reserve the right, at any time without notice, to end the scheme or decline to issue any membership to the scheme.

We can take any action we believe to be appropriate if we have reason to believe that you are abusing the scheme, including withholding points previously credited to your loyalty scheme account.