Condition of returned goods

If a consumer intends to return an item, it is their duty of care to ensure that the item is taken reasonable care of. All items returned for refund/credit must be in a new unused condition with all packaging and labels intact.

Awnings and similar item returns

Awning must be packed and sealed in a unused condition
We do not accept awnings that have been unpacked, opened and therefore reserve the right to refuse any return of unpacked / opened awnings at our own discretion
Any unauthorised tent returns will be refused and the sender will be liable for postage costs to return the item to them.

Incorrect awning size

Onyx Outdoors is not responsible for incorrect awning sizes. It is the buyers responsibility to seek out the correct measurement required from the vehicle manufacturer. Only items in their unopened packaging can be returned. Any awnings that are taken out of the original packaging and found to be the incorrect size on first use, are now classed as 'used' and cannot be returned for a full refund. 

Damage to items

• If your item has arrived damaged due to mishandling by courier, please get in touch with us immediately.
• For damage under warranty, please email aftersales@onyxoutdoors.co.uk with your order no., damage description and as many supporting photos as possible. *Please note, any awning damage caused by incorrect setup and usage (including damage in a storm) is not covered under manufacturers warranty.*

Storm damage

Customers are highly recommended to take down their awnings (inc. seasonal awnings) when a storm or extreme adverse weather is forecast. Most manufacturers do not include storm damage as part of their warranty guarantee.

Incorrect Assembly 

It is essential customers set up their items correctly following the guidelines provided, if unsure please contact our team who will be happy to offer guidance and send over material relevant to your item, if you awning is not assembled correctly it may collapse or fail this is not covered by warranty, it is the responsibility of the customer to ensure correct assembly of awnings if in any doubt get in touch with our team and don't leave  the awning up until receiving further guidance.

Warranty claims 

Any items which have been submitted under a warranty claim will need to be processed by the manufacturer. items will be collected from the customer and taken for a full inspection of the issue which the warranty claim has been raised against, while they will always endeavour to this is in a timely manner, during the peak season this can take up to 28 days. Items which are found to not have a fault covered under the warranty, or faults caused by misuse or incorrect pitching will be rejected and returned to the customer and may incur a returns postage cost of £25 per parcel.

Return of items for credit or refund

We are happy to accept returns for any items which are unopened in a ‘as new condition’
Goods must be sealed in original packaging with all tags and labels intact
Goods must not of been used, unpacked or put up in any way
Returns cases must be opened within 14 days of receiving your item, and items sent to ourselves within a further 14 days of return being accepted by Onyx Outdoors.

Distance selling regulations

Distance selling regulations are designed to protect UK consumers by law you have 7 days to cancel your orders up to 7 days from the day after delivery is taken on item that are unused and unopened from it's original packaging. Onyx Outdoors expects the consumer to arrange return shipping for any goods delivered in the event of a cancellation

Return Postage Costs

In general Onyx Outdoors is not responsible for paying for or refunding return postage costs.
When returning a faulty item, postage may be eligible for a refund up to a cost of £8.
Items which have been wrongly delivered we will arrange collection of.
Larger items over 30kg may require specialised courier service arranged for by the consumer.

Call Recording

Please note aftersales phone calls may be recorded for training and monitoring purposes

Return Request

Anybody wishing to return items must first create a return request through the online form. please ensure you give a valid email address and phone number for us to contact you on.