Condition of returned goods

If a consumer intends to return an item, it is their duty of care to ensure that the item is taken reasonable care of. All items returned for refund/credit must be in a new unused condition with all packaging and labels intact.

Awnings, tents and similar item returns

• Awnings, tents and other leisure items must be packed and sealed in unused condition
• We do not accept tents that have been unpacked, opened and therefore reserve the right to refuse any return of unpacked / opened tents at our own discretion
  
• Any unauthorised tent returns will be refused and the sender will be liable for postage costs to return the item to them.

Damage to items

• If your item has arrived damaged due to mishandling by courier, please get in touch with us immediately.
• For damage under warranty, please email aftersales@onyxoutdoors.co.uk with your order no., damage description and as many supporting photos as possible. *Please note, any awning damage caused by incorrect setup and usage (including damage in a storm) is not covered under manufacturers warranty.*

Return of items for credit or refund

We are happy to accept returns for any items which are unopened in a ‘as new condition’.

Goods must be sealed in original packaging with all tags and labels intact.
Goods must not of been used, unpacked or put up in anyway.

Returns cases must be opened within 14 days of receiving your item, and items sent to ourselves within a further 14 days of return being accepted by Onyx Outdoors.


Distance selling regulations

Distance selling regulations are designed to protect UK consumers by law you have 7 days to cancel your orders up to 7 days from the day after delivery is taken.

Onyx Outdoors expects the consumer to arrange return shipping for any goods delivered in the event of a cancellation


Return Postage Costs

In general Onyx Outdoors is not responsible for paying for or refunding return postage costs.

When returning a faulty item, postage may be eligible for a refund up to a cost of £8.
Items which have been wrongly delivered we will arrange collection of
Larger items over 30kg may require specialised courier service arranged for by the consumer.

Call Recording 

Please note aftersales phone calls may be recorded for training and monitoring purposes.

Return Request

Anybody wishing to return items must first create a return request through the online form below please ensure you give a valid email address and phone number for us to contact you on.