Terms & conditions

About Us

The Family Tent Shop Ltd. are completely dedicated to your total satisfaction. We are a family business with a large display and two shop premises. If you have any suggestions or comments please email us at sales@thefamilytentshop.com Our Contact details: The Family Tent Shop Ltd Longacres Garden Centre, Nutty Lane, Shepperton, Middlesex TW17 0RQ Phone: 01932 761177 Email: sales@thefamilytentshop.com VAT NO: 710 9328 52 The Family Tent Shop Limited is registered in England and Wales with company number 07296782 and Registered Office at: 12 Meadows Drive, Camberley, Surrey, GU15 1GA


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Making A Purchase

Making a purchase could not be easier. Just browse our Catalog, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on “Order” and you will be asked for a few details that we need to be able to satisfy the order. We accept credit card payments via PayPal or World Pay. All items will be charged upon order. You may send your credit card information via phone, fax, snail mail or over the Internet. Please be aware that there is no confirmation email when you place an order and that we will phone you within 24 hours (excluding orders on a Monday as closed Tuesday) to arrange delivery.

Shipping And Handling

All Purchases of £50 and under are subject to a £5.95 handling fee. All purchases over £50 are shipped free of charge. Shipping costs are only applicable to orders delivered to mainland UK excluding Highlands, Islands and Ireland. If you are ordering from these areas we will contact you once we have received the order to inform you of shipping costs. Please note we DO NOT ship to any where outside of the UK unless pre-arranged (this will also be at extra delivery costs and are normal delivery terms and conditions do not apply). Delivery Schedule We deliver your order right away. We will normally send your order to you within1–2 business days. If an item is out of stock we will inform you via e-mail of an expected delivery date. Back Orders If your item is not in stock, we will back order for you. You will always be contacted with the option to cancel your order if you would rather not wait. Tax Charges For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free and you should click the exempt button to reduce VAT to zero. Credit Card Security All credit card numbers are encrypted in the software when the order is placed using 256 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. Guarantee We guarantee your satisfaction. All pole tents come with a 1 year manufacturers warranty and Air tents vary from one year to two years depending on the manufacturer. For all other guarantee and warranty issues please contact us. Reaching Us If you need to reach us, please email us on sales@thefamilytentshop.com, alternatively, you can call on 01932 761177 or 01483 237744 or write to us at The Family Tent Shop Ltd, Longacres Garden Centre, Nutty Lane, Shepperton, Middx TW17 0RQ Privacy Policy The Family Tent Shop Ltd do not disclose buyers’ information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the address book is used and to store your details if you select the ‘Remember Me’ Option. Data collected by this site is used to:
  1. Take and fulfill customer orders
  2. Administer and enhance the site and service
  3. Only disclose information to third-parties for goods delivery purposes
Returns Policy If a product is deemed to have a manufacturers fault it should be returned to us using recorded delivery at Home Counties for our assessment and testing. Should the product be faulty we will replace the product with another one. If the product is found not to be faulty it will be sent back to the customer, potentially at the customers expense. Please contact us before returning any goods so that we can prevent any avoidable and unnecessary returns and expenditure to either yourself or us. Digital photographs of faults are always useful and we recommend you try and do this to make warranty claims quicker and easier to deal with. Shopping on the internet does not affect your statutory consumer rights. Tents damaged by the underlying weather conditions would not be covered under warranty. Email Returnsthefamilytentshop@gmail.com Distance Selling Regulations We hope you will be completely satisfied with your purchase from The Family Tent Shop, but if you wish to return an item to us we aim to make it as quick and convenient as possible. By law, under the Distance Selling Regulations designed to protect customers transacting online you have the right to cancel your order at any time up to 7 days from the day after delivery for a full refund including contractual delivery costs. Unless expressly notified otherwise, The Family Tent Shop will expect the return of any delivered goods in the event of an order cancellation. Condition of Returned Goods You have a duty of care as a consumer to take reasonable care of any item in your possession if you intend to return the item. All items must be in new and unused condition with all packaging and labels intact. All Tents (and similar items):
  • Must be packed, sealed and in an unused and re-saleable condition
  • We cannot sell unpacked tents as new and consequently we reserve the right to refuse any return of an unpacked tent at our discretion
  • Any unauthorised tent return may be refused with the sender being liable for any costs incurred in returning the tent back to them
Return of an Item for an Exchange, Credit or Refund We are happy to take back unused, unopened items in ‘as new’ condition for a refund, credit or exchange:
  • Goods must be returned within 7 DAYS of receiving the goods.
  • Goods must be in original packaging, sealed and labelled.
  • Goods must not be used, retail packaging must not be damaged
  • Tents and similar items must not have been unpacked, put up or used in any way
NOTE: Please make sure our address is labelled clearly on the packaging and that you have contacted us first to clarify the issue. Postage is non-refundable. We will endeavour to sort out your issue as soon as possible and items will be refunded or exchanged usually within seven days of receipt of the goods back to us. All items due a refund will be done within 30 days. Send any Return Items(s) to this Address The Family Tent Shop Ltd Longacres Garden Centre Nutty Lane, Shepperton, Middlesex TW17 0RQ NOTE: We strongly recommend using a signed for and insured postal service to protect you from items lost or damaged in transit. Proof of postage is not proof of delivery. Do I Have to Pay postage Costs?
  • In general, The Family Tent Shop will not be responsible for paying or refunding return postage costs
  • If an item has been wrongly delivered we will organise collection of the goods at no charge to the consumer
  • Larger items may require a collection of the item which may be chargeable – please Contact Us to confirm any details

Remittance Terms

Payments by credit/debit card on the internet will be actioned on receipt of the order. Any other payments – cheques through the post, phone orders, etc will be authorised before goods are sent.