Returns & Cancellations
Changed your mind, or something arrived wrong? Here is where you stand and what to do.
Your right to cancel
Because you ordered online, the Consumer Contracts Regulations 2013 give you 14 days from receiving your goods to tell us you have changed your mind, for any reason at all, and a further 14 days to send them back.
When you cancel this way we refund what you paid for the goods including the basic cost of sending them to you, within 14 days of getting them back. You do not have to give a reason.
Nothing further down this page, and nothing in our terms and conditions, reduces this right.
Our returns policy
Changed your mind? Send anything back unused and in its original packaging within 30 days of delivery for a full refund.
Return postage is yours to cover unless the item is faulty or we sent the wrong thing.
A full refund will be granted for all goods returned unused and in their original packaging.
Faulty or damaged
Anything damaged in transit or not working as it should: call or email us and we will sort it out, including the postage.
This is separate from changing your mind. If something is faulty, not as described, or unfit for purpose, the Consumer Rights Act 2015 gives you up to 30 days to reject it for a full refund, and rights to a repair or replacement after that.
Collection orders
If a festival is cancelled you will receive a 100% refund. If you cancel before 48 hours of the festival opening you will receive a 100% refund. Cancelling with less than 48 hours to go carries a £15 service charge to cover transport and admin, as your order will already be ready for collection, with the balance refunded after the festival.
Click and collect refunds take 3–5 working days to complete.
How to start a return
Call 01246 903 690 or email sales@fatfrankscampingshop.com with your order reference — it is on your confirmation email — and tell us what you would like to do. We will explain exactly where to send it.
Please get in touch before sending anything back, so we can make sure it reaches the right place and you are not left out of pocket.
Refunds
Refunds go back to the card or PayPal account you paid with. Once we have processed it, how quickly it appears is down to your bank, which is usually a few working days.