General Returns, Cancellations & Refunds Policy

Last updated: 19th January 2026

This policy applies to all products and services supplied by Wild Earth Campers unless a specific product or service page states otherwise. Where a specific policy exists, it takes precedence over this general policy.

1. Definitions

For the purposes of this policy:

  • “Custom or Made-to-Order Items” means goods manufactured, modified, or ordered specifically for a customer or vehicle.

  • “Services” means any labour, installation, conversion work, or workshop time carried out by Wild Earth Campers.

  • “Contract” means the agreement between Wild Earth Campers and the customer for goods and/or services.

2. Custom & Made-to-Order Items

In accordance with the Consumer Contracts Regulations 2013, custom or made-to-order items are non-refundable once:

  • Materials have been ordered, or

  • Manufacture, preparation, or modification has begun.

This includes (but is not limited to):

  • Beds and Kombi beds

  • Upholstery

  • Pop top roofs

  • Windows

  • Flooring cut to size

  • Electrical, heating, and solar systems

  • Any special-order parts or materials

Refunds are only offered where goods are proven to be faulty, not as described, or incorrectly supplied. All installations are supported by our Wild Earth warranty.

Please see our separate Ply Lining Kit Returns Policy

3. Services & Installations

Once a service has commenced, it is non-refundable.

If a service is cancelled before work begins, a refund may be issued minus any costs already incurred, including:

  • Materials ordered

  • Preparatory work

  • Administrative or scheduling costs

Where work has partially started, refunds (if any) will be calculated on a pro-rata basis at our discretion.

4. Right to Cancel (Distance & Off-Premises Contracts)

Where applicable under the Consumer Contracts Regulations 2013:

  • Customers may have a 14-day cooling-off period

  • This right is waived once services begin, provided the customer has agreed to the start date

  • The cooling-off period does not apply to custom or made-to-order goods

5. Faulty, DAMAGED or Incorrect Goods

If goods supplied by Wild Earth Campers are faulty, damaged, or incorrect:

  • You must notify us within 48 hours of delivery or collection

  • The item must not have been altered, installed, or used, unless the fault was discovered during fitting

We will assess the issue and, where appropriate, offer:

  • Repair

  • Replacement

  • Refund (in line with statutory rights)

Any items delivered by courier should be inspected upon delivery.

If visible damage is present, this must be reported at the time of delivery and the item refused. Wild Earth Campers cannot be held responsible for damage caused during transit where delivery instructions have been overridden or goods have been accepted despite visible damage.

Where damage is reported in accordance with this policy, Wild Earth Campers will investigate the issue and, where applicable, raise a claim with the courier on the customer’s behalf.

Signing for delivery confirms receipt only and does not affect your statutory rights in relation to faulty or incorrectly supplied goods.

6. Deposits

  • Deposits secure workshop time, labour, and materials

  • Deposits are non-refundable once materials are ordered or work is scheduled

  • Deposits may be transferable to a future booking at our discretion

7. Customer-Supplied Parts

Wild Earth Campers accepts no liability for:

  • Faults or failures in customer-supplied parts

  • Compatibility issues

  • Delays or additional labour caused by unsuitable components

Labour charges remain payable regardless of the outcome of customer-supplied parts.

8. Exclusions

Refunds will not be issued for:

  • Change of mind on custom work

  • Cosmetic preferences once work has started

  • Normal wear and tear

  • Damage caused by misuse, modification, or third-party work

9. Statutory Rights

Nothing in this policy limits or excludes your rights under UK consumer law, including the Consumer Rights Act 2015.

10. Contact

If you are unsure whether a product or service is refundable, please contact us before booking. We are happy to clarify this in writing prior to work commencing.