We hope you are happy with your new purchase and that it will help you enjoy your upcoming adventures. However, if for any reason it doesn’t meet your expectations, then don't hesitate to contact us at [email protected] to inform us of the return.

We encourage you to take a moment to review our Returns Policy for more information.

Returning Unwanted Items
You can return unwanted items purchased from us to our shop via Royal Mail or a preferred courier. Please refer to the next section 'Return Instructions' for more detail on returning items to us.

We are happy to issue a full refund or exchange if you notify us within 14 days of delivery. To initiate this process, please email us (we recommend replying directly to your order confirmation email for the quickest response). Please be sure to keep your delivery note, as proof of purchase is required for returns.

It’s important that any unwanted products, unless faulty, are returned in a resalable (as-new) condition. Note that we are unable to offer a full refund or exchange on items that have been used, assembled, or otherwise altered.

Please note that customers making returns for non‑faulty goods are responsible for the cost of return shipping and bear the risk until goods are received by us. We recommend using a tracked and insured service.

Refunds will be processed within 14 days of receiving the returned goods via the original payment method. 

Deductions for Diminished Value
We do not charge restocking fees. However, we reserve the right to make a reasonable deduction from your refund where goods show signs of use beyond what is necessary to establish their nature, characteristics and functioning.

If you cancel your order within 14 days in accordance with your legal right to change your mind, you must return the goods to us within 14 days of notifying us of your decision to cancel. 

You are entitled to open and inspect the goods to the extent necessary to establish that they are undamaged and fully functional, as you would if you were browsing them in a shop. Use of goods beyond this, including camping or extended outdoor use, may result in a deduction for diminished value.

If you handle the goods in a way which goes beyond what is reasonably permitted in a shop, you will be responsible for any reduction in the value of the goods. We are entitled to reduce your refund to reflect that diminished value. Examples include (but are not limited to):

• Obvious signs of use, wear or installation.
• Damage to goods, parts, accessories, manuals or branded packaging that forms part of the product; missing components or packaging where these affect resale value.
• We do not make automatic or blanket "restocking charges". Any deduction will always reflect the actual loss in value caused by handling the goods beyond what is necessary.
• Compromised packaging to the extent that the product will no longer be able to be sold 'as new' e.g. damaged packaging, carry bags, disrupted or missing protective packaging or other.

Returns on Awnings/Canvas/Tents/Canopies etc
We accept returns on awnings if you notify us within 14 days of receiving your item. To begin the return process, please contact us at [email protected] (or simply reply to your order confirmation) to inform us of your intent to return. Once your return is approved, you’ll have an additional 14 days to ensure the product is returned safely.

If any items are missing from the returned order (whether part of the original package, such as a pump or repair kit, or added as a discounted or free item on the invoice), their full retail price will be deducted from your refund. You may also return items directly to our store if this is preferred.

Outdoor products are designed for temporary recreational use only. Goods that have been erected, used outdoors, exposed to weather conditions, or packed away wet may not be eligible for a full refund if returned.

We recommend that all tents and awnings are inspected in dry conditions and fully dried before repacking.

International Returns
If you are returning goods from outside the United Kingdom, you are responsible for all return shipping costs, customs documentation and any associated duties or taxes.

Returned goods must be clearly marked as “Returned Goods” to avoid customs charges. Any customs fees incurred due to incorrect declaration may be deducted from your refund.

We strongly recommend using a tracked and insured shipping service, as the goods remain your responsibility until safely received by us.

Bulky Items
For bulky or palletised items, the original outbound delivery cost may be deducted from any refund where the order is cancelled after dispatch or refused without fault.

Items Excluded from Return (Unless Faulty)
The following items cannot be returned for hygiene, safety or practical reasons unless they are faulty:

• Products that have been assembled, erected, pitched or used outdoors (including tents and awnings) beyond what would reasonably be expected for inspection in a retail environment.
• Items that have been personalised, made to order or specially ordered for you.
• Sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed.
• Perishable goods or items with a limited shelf life.
• Gas, fuel or other hazardous materials where return transport is restricted.

This does not affect your statutory rights if goods are faulty or misdescribed.

Returns before 14 days and opened products: If the item has been opened (seal broken) or assembled, and you wish to return it, please refer to the Returns on Awnings section above and follow the guidance below.

Over 14 days: We would review this on a case-by-case basis. We strongly encourage customers to ensure the awning meets their requirements at the time of order and upon receipt. If you have any questions or concerns, please don’t hesitate to contact us - we are happy to help.

All returned items are subject to inspection before a refund is issued.

How to return your items to A&E Leisure
Orders can be returned directly to the store or via Royal Mail or another courier. Please note that some products may be heavy and require specialist couriers, which can be costly. Some drop-off services (local collection points) offer more affordable options but please ensure that the return is fully insured and securely packaged for safe transit. Return shipping costs are not covered by us.

Returning to store in person
Please return to the below address:

AE Leisure, Unit 51-56 Cosgrove Industrial Park,
Daisy Bank Lane,
Anderton,
Northwich 
CW9 6FY

Please bring your delivery note with you. If required, a refund will be processed to the original payment method. For PayPal payments, our staff will coordinate the refund through our Customer Services team.

Returning via Royal Mail or courier 
Please ship to the below address:

AE Leisure, Unit 51-56 Cosgrove Industrial Park,
Daisy Bank Lane,
Anderton,
Northwich 
CW9 6FY

Please enclose your delivery note with the product, indicating the reason for the return, and package it securely, as A&E Leisure cannot be held responsible for any damage incurred during shipping. We recommend using a trackable service and obtaining proof of postage, as we cannot assume responsibility for the product until it has been received.

IMPORTANT

Please inspect your goods as soon as reasonably possible after delivery and notify us promptly of any visible damage or missing parts. Please aim to report any damages or shortages within 24 hours, as our freight partners require notification within this timeframe. Reports made after this period may not be eligible for resolution. Where goods arrive visibly damaged, we may request photographs of the packaging and product to assist in resolving the issue with the carrier.

This does not affect your statutory rights under the Consumer Rights Act 2015. Goods remain our responsibility until delivered to you.

Please check that all items have arrived as ordered. If there are any issues, use our Contact Us link to report. If some items are marked as "to follow", these will be noted on your picking note and we will inform you prior to delivery.

We highly recommend test-pitching your product as soon as possible. This allows you to identify any additional items you may want to enhance your camping experience and to familiarise yourself with pitching and packing away, that way you will be prepared, even with an "audience" at the campsite.

Test-pitching also gives you time to get in touch with us if you encounter any issues. Cosmetic issues, though rare, should be reported as a priority. Delays in reporting may make it challenging to file a claim with the supplier. Test-pitching can also reveal issues such as loose valves or air connections that may cause a leak. This is part and parcel of owning tents/awnings. There are many helpful YouTube videos that will help to guide you through this if you are unsure. Tightening tools for valves or spare maintenance parts are included with some products, so please ensure to utilise these if necessary.

Please be sure to keep the box that your item comes in, (at least until inspection has been completed) as it is useful for safe storage during periods of non-use and fits the item perfectly for future transport. (The box can also be flat-packed for easy storage under a bed or in a loft.)

Weathering – All tents and awnings are manufactured by stitching panels together. Cotton stitching needs to be soaked in order for it to expand and seal the holes made by the needle. Once this process is complete, your tent or awning will be fully sealed.

Reproofing – After extended use in rain or sun, the water-repellent coating on your tent/awning may wear off, causing the material to "wet out" (absorb water) rather than allowing it to bead up and roll off. If you notice any "wetting out" occuring, it may be time to reproof your tent.

To reproof, we recommend using any commercially available waterproofing solution, which can be found in most outdoor stores. Products like Storm, Fabsil, or other proofers can be applied to the outside of the flysheet and left to dry for optimal protection.

Delivery of Large or Palletised Items
Where items are delivered on a pallet or via specialist courier, delivery is deemed complete once the goods are unloaded at the delivery address and made available at ground level.

It is the customer’s responsibility to ensure that appropriate access is available for delivery vehicles. If delivery cannot be completed due to restricted access, failed attendance, or unsafe conditions, additional delivery charges may apply.

Stock Levels
All products listed on the A&E Leisure website show stock availability as accurately as possible and are updated regularly through automated systems. However, due to occasional system syncing errors or delays in supplier updates, the stock status displayed may not always reflect real-time availability.

Subject to Availability
All orders are subject to product availability. If a product appears as available but is out of stock or becomes unavailable before dispatch, A&E Leisure reserves the right to cancel the order. In such cases, the customer will receive a full refund without delay.

Order Limits
A&E Leisure reserves the right to limit quantities per customer, per order or per household in order to ensure fair distribution of stock.

Partial Fulfillment
Where an order contains multiple items, A&E Leisure may fulfill the order in part. Customers will be notified of any partial shipments and the cost of items not supplied will be refunded or handled according to customer preference.

Pre-Orders and Backorders
Certain products may be offered as pre-order or backorder items. Delivery dates for these items are estimates only and may change. Customers will be notified of any significant changes and given the option to wait for fulfillment, choose an alternative product or cancel the order for a full refund.

Notification of Stock Issues
If an item in your order is unavailable, we will notify you as soon as possible. Customers will be provided with options including:

• Waiting for the product to be restocked
• Exchanging for an alternative product
• Cancelling the order for a full refund

Limitation of Liability
A&E Leisure shall not be liable for any losses, damages, or expenses arising from stock discrepancies caused by system errors, supplier delays, or other unforeseen circumstances. Our liability is limited to the refund of the purchase price paid by the customer for any cancelled or partially fulfilled order.

Accuracy of Pricing
While we strive to ensure that all pricing information on the A&E Leisure website is accurate and up to date, errors can occasionally occur. In the event of a pricing error, we reserve the right to take appropriate corrective action.

Correction of Pricing Errors
If an item is listed at an incorrect price, we will update the price on the website as soon as reasonably possible.

Order Cancellation or Adjustment
If you have placed an order for an item with a pricing error, we may contact you to inform you of the issue. At our sole discretion, we may:

• Cancel the order and provide a full refund of any payments made
• Offer you the option to proceed with the order at the correct price.

No Binding Agreement at Incorrect Price
Completing an order on our website does not constitute a legally binding agreement to sell the item at an incorrect price.

Obvious Pricing Errors
Pricing errors will be considered “obvious” if they are clearly incorrect and would have reasonably been recognised as such by a typical customer (e.g. an item listed at £0.01 or significantly below its market value). In these cases, we are not obliged to honour the incorrect price.

Promotional Offers and Discounts
All promotional pricing or discounts are subject to availability and the specific terms of the promotion. Errors in promotional pricing will be handled in accordance with this policy.

Customer Communication
We will always notify customers promptly if a pricing error affects their order and provide options for resolution. We appreciate your understanding and cooperation as we strive to provide accurate pricing and a seamless shopping experience.

Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your online order within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us of your decision to cancel within 14 days of delivery. You then have a further 14 days to return the goods to us.

Making a Warranty Claim
If you experience an issue with a product purchased from A&E Leisure, please contact us promptly. We will work with you in accordance with the product’s manufacturer warranty to repair, replace, or otherwise resolve the issue as quickly as possible.

Faulty Products and Component Replacement
Where a fault relates to a specific component (for example: poles, pegs, pump units, or small fittings), we reserve the right to supply replacement parts rather than replace the entire product where appropriate.

Returns, Inspection, and Carriage Charges
Products returned under warranty may need to be sent to us or the manufacturer for inspection. The manufacturer will determine whether a manufacturing defect exists. If the inspection concludes that no manufacturing fault is present, the customer may be liable for all associated transportation, inspection and administrative costs incurred.

Exclusions
Warranty does not cover damage resulting from:

• Misuse, neglect, or improper handling
• Incorrect storage or installation
• External causes such as weather, accidents, or impacts
• Normal wear and tear

Proof of Purchase
Customers must provide valid proof of purchase for all warranty claims.

Timeframe for Warranty Claims
Warranty claims should be made within the manufacturer’s specified warranty period. Any claims made outside of this period may not be accepted.

Manufacturer Warranty Information
For full manufacturer warranty terms and conditions, please refer to the following links:

Vango
Outdoor Revolution
Dometic
Sunncamp
Dorema
Isabella
Camptech
Bradcot
   

Limitations of Liability
Nothing in these Terms shall limit or exclude our liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Breach of your statutory rights
• Any matter for which liability cannot be excluded under applicable law

Subject to the above, we shall not be liable for any indirect or consequential loss, including but not limited to travel expenses, accommodation costs, event fees, campsite bookings, loss of enjoyment, or any other economic loss arising from delivery delays, product faults, or use of our goods.

Our total liability arising under or in connection with any order shall not exceed the total amount paid for the goods in question. (see Force Majeure)

Force Majeure
Neither party shall be liable for any failure or delay in performing its obligations under this Agreement if such failure or delay is caused by events beyond its reasonable control, including but not limited to natural disasters, war, terrorism, labor disputes, pandemics, governmental actions, power outages, or internet failures (“Force Majeure Event”). The affected party shall notify the other party as soon as reasonably possible and shall use reasonable efforts to resume performance promptly after the Force Majeure Event ends.

Severability
If any provision of this Agreement is held to be invalid, illegal, or unenforceable in any respect, the validity, legality, and enforceability of the remaining provisions shall not be affected or impaired in any way. The parties agree to negotiate in good faith a valid provision that most closely reflects the original intent of the invalid provision.

Governing Law & Jurisdiction
This Agreement shall be governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law principles. The parties agree that any disputes arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.