Returns Policy

Returns Policy for Crossfell Campers Ltd

Last updated: 03/02/2025

At Crossfell Campers Ltd, we are committed to ensuring that you are satisfied with the products you purchase. If you need to return an item, we’ve outlined the process below to make it as easy as possible for you.

Return Eligibility

You may return products purchased from Crossfell Campers Ltd within 14 days of receiving your order, provided that the item is:

- In its original, unused, and undamaged condition.

- In the original packaging with all tags, labels, and manuals intact.

Please note that certain products are non-returnable, including but not limited to:

- Bespoke Parts made to customers requirements

How to Return an Item

If you wish to return an item, please follow these steps:

1. Contact Us: Reach out to us on Email or Phone to request a return authorisation. Please provide your order number and details about the item(s) you wish to return.

2. Return Authorisation: Once your return request is approved, we will provide you with a Return Authorisation Number and instructions on how to send the item back to us.

3. Packaging: Please securely package the item in its original packaging or another secure box to prevent any damage during return shipping. Be sure to include all original accessories, tags, and manuals.

4. Ship the Item Back: You are responsible for the return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service to ensure your return is received.

Refunds

- Refunds: Once we receive and inspect the returned item, we will process your refund. Refunds will be issued to the original payment method within 14 days.

Damaged or Defective Items

If your item is damaged, defective, or incorrect upon arrival, please contact us immediately within 5 days of receiving your order. We will work with you to arrange a return and either provide a full refund or send you a replacement item at no additional cost. You may be asked to send us photographs of the damage or defect to assist with processing your claim.

Non-Refundable Shipping Charges

Please note that shipping fees are non-refundable, unless the return is due to an error on our part (e.g., sending the wrong item, a defective product). You will also be responsible for the return shipping costs unless we made an error with your order.

Sale or Clearance Items

All sale or clearance items are final and cannot be returned or exchanged, unless defective or damaged. Please check the product description carefully before purchasing any discounted items.

Faulty Products After Use

If a product becomes faulty after use, please contact us to discuss your options under warranty or our satisfaction guarantee. Depending on the issue, we may offer a repair or replacement based on the nature of the product and the fault.

Customer Responsibilities

As the customer, you are responsible for:

- Ensuring the returned item meets the criteria above (unused, undamaged, and in original packaging).

- Providing proof of purchase, such as your order number or receipt, to process your return.

- Paying for any return shipping costs, unless the item is defective or incorrect.

Shipping

- All Shipping costs are listed with the relevant item through our shop

- Unless otherwise stated within each item description, all items will be shipped within 5 days from receiving payment.

Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us at:

Email: will@crossfellcampers.co.uk

Phone: 07985787279