Returns & Refunds

This Returns and Refunds Policy forms part of our Terms and Conditions for the purchase of Tapass Instant Shelters products and/or services. Different sections apply depending on whether you are a consumer or business customer purchasing directly from us, or a reseller purchasing from us to sell to your own customers. Only the section relevant to you applies to your purchase.

Consumer purchases from Tapass Instant Shelters

Your right to change your mind

For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including standard delivery costs. This is subject to the conditions below.

When you cannot change your mind

You cannot change your mind about an order for:

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised (including any bespoke printed gazebos, branded shelters, custom flags or inflatables); and
• goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind

If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.

How to let us know

Contact our customer service team by email at sales@tapass.co.uk or through our contact page to tell us you want to cancel or return an order.

Returning the product

You must return your product to us within 14 days of telling us you have changed your mind. Returns are at your own cost and it is your responsibility to ensure that the products are packaged securely. We recommend using an established delivery service that requires a signature on delivery. Keep your receipt or proof of postage, as we may not be able to refund you if the goods are lost in transit or not received within a reasonable time.

Return address:
Returns Department
Tapass Instant Shelters
Dumfries & Galloway
Scotland
United Kingdom

Please contact us before returning any large or heavy items such as gazebos, inflatable tents or flag bases, as collection may be arranged in some cases.

Delivery cost refunds

We only refund standard delivery costs. We do not refund any extra you have paid for express delivery, timed delivery or installation/collection services.

Condition of returned goods

If you handle the product in a way which would not be acceptable in-store, we may reduce your refund to compensate us for its reduced value. For example, we may reduce your refund if the product is not in "as new" condition, price tags or labels have been removed, branded packaging is damaged, or accessories are missing. In some cases, because of the way the product has been treated, no refund may be due. Our customer service team can advise you before you return the item.

When and how we refund you

If you tell us you have changed your mind about a product that has not been delivered, or one that we are collecting from you, we will refund you as soon as possible and within 14 days. If you are sending the product back to us, we will refund you within 14 days of receiving it (or receiving evidence that you have sent it). We will refund you by the method you used for payment. We do not charge a fee for the refund.

Bespoke, printed or personalised items

As set out above, we cannot accept returns of bespoke items that have been manufactured to your specifications or clearly personalised/branded, unless they are faulty or not as described.

If there is something wrong with your product

If you think there is something wrong with your product, contact our customer service team at sales@tapass.co.uk. We honour our legal duty to provide you with products that are as described on our website and that meet all the requirements imposed by UK law.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• Up to 30 days: if your goods are faulty, you can get a refund.
• Up to six months: if your goods cannot be repaired or replaced, you are entitled to a full refund in most cases.
• Up to six years: if your goods do not last a reasonable length of time, you may be entitled to some money back.

We may ask for photographic evidence of any fault or defect before issuing a replacement or refund. For detailed information please visit the Citizens Advice website.

Business purchases from Tapass Instant Shelters

As a business customer, you do not have a right to a return or refund for a change of mind. You have rights if the goods are defective and do not meet the warranty provided with your product. Please contact us at sales@tapass.co.uk to discuss defective goods.

Authorised resellers

If you are a business customer who purchases Tapass Instant Shelters products to resell to your own customers, your rights in relation to cancellations and defective items are set out in our Terms and Conditions. As a business customer, you do not have a right to a return or refund for a change of mind.

Where your end customer raises an after-sales query (for example in relation to cancellations, returns or refunds), it is your responsibility to manage that query in accordance with applicable law. These queries should not be directed to Tapass Instant Shelters without our prior written authorisation.

Tapass Instant Shelters may, at its absolute discretion, accept returns of products returned to you by your end customers who are returning the product due to a change of mind. Where we agree to receive a return from you, it is your responsibility to arrange the return shipment with your end customer at your cost. You must ensure that the product is adequately packed in its original packaging or equivalent and returned in unused and saleable condition.

Need help?

Our customer service team will do their best to resolve any problems you have with us or our products. Contact us at sales@tapass.co.uk or visit our contact page.

We use your personal data (for example relating to any returns and refunds) only as necessary to process your return and in accordance with applicable data protection law.