Returns Policy

Return of goods which are not damaged or defective #

You are free to return unwanted or unsuitable goods for up to 28 days after delivery, provided that:

  1. the goods are returned to us in a new, unused and re-saleable condition. If the goods are not in a re-saleable condition, we reserve the right to refuse a refund, or deduct up to 20% of the purchase price from the refund amount;
  2. the goods are returned either in or with their original packaging and instruction manuals;
  3. the goods are returned at your own expense and risk. We recommend using a recorded delivery service or equivalent as we cannot accept responsibility for goods lost in transit. If your item is excessively large or heavy we can arrange for a courier to collect it at a price which we will agree with you in advance. This price will then be deducted from your refund payment.

If a refund is required #

  1. We will refund to you the price you paid for the goods, but not the original delivery charge. Refunds will be made as soon as possible after receipt by us of the returned goods and, in any event, not later than 28 days after receipt of the goods. b. We will apply the refund to the original card with which you bought the item(s). If this method is not reasonably possible, you will need to contact us by telephone on 01633 843066 or by email to enquiries@newportcaravans.com, to arrange an alternative method of repayment. This may cause a delay in repayment, but should not take longer than 28 days.

If an exchange of goods is required #

  1. After receipt of the returned items, we will send out to you an alternative product of your choice.
  2. If the new product is more expensive than the original product, the balance of the price owed to us, together with the delivery charge, will be charged to your original payment card, or an alternative card, details of which will have been provided by you, prior to despatching the goods to you.
  3. If the new product is cheaper than the original product, we will give you a refund for the balance, less the cost of delivery of the new product.

Special Offers It is not always possible to exchange goods which were originally purchased as a Special Offer for the same price as the original Special Offer price. Special Offers are separate stock items to our normal discount items. Some items will have been selected as Special Offer goods due to their size or colour. Consequently, goods at the Special Offer price may only be available in a limited choice of size or colour. Also, by the time you wish to exchange the product, the Special Offer item may have sold out and the Special Offer price may no longer be available.

The following items cannot be returned on the basis that they are unwanted or unsuitable: Goods which have been used are soiled have an odour eg smoke have been damaged as a result of misuse are not in a clean and dry condition.

To help us process your return as quickly as possible, please complete the Internet Returns Form and enclose your invoice and receipts sent out with your order, with the returned item(s).

All returns should be sent to #

  1. by post or courier to the following address: Internet Returns, Newport Caravans, Kings Parade, Newport, Gwent, NP20 2DU or
  2. by hand to our store in Newport. Again, please ensure that you have with you your invoice and receipts.

Please Note that we reserve the right not to refund or replace any returns under this section A, if you fail to provide us with a completed online returns form the invoice and receipts for the goods.

Return of goods which are faulty; or not of satisfactory quality; or not fit for purpose; or which do not correspond to their description. #

a. If you wish to return goods which you believe are damaged or faulty, please telephone us on 01633 843066. We will discuss with you the best method of returning the item. If the item is a garment or is reasonably small, it can be sent by Royal Mail recorded delivery. We cannot accept responsibility for goods which are lost in transit. If the item is large or bulky we will arrange with you for it to be collected by courier. Alternatively, you may return the goods by hand to our store in Newport. Please ensure that you complete our online Internet Returns Form before returning the goods.

b. Upon receipt by us of the goods, we will examine them for damage:

  1. If the fault is obvious and inherent, we will process the refund, repair or exchange within 7 days of receipt of the goods;
  2. If the fault is not obvious, we may need to return the goods to the supplier for testing. We normally expect a response from the supplier within 4 weeks. The following products usually need to be examined by the supplier: electrical or gas appliances and awnings.

c. In the event that the goods are found to be damaged or faulty, we will either:

  1. refund to you the price you paid for the goods, plus the original delivery cost, plus the cost to you of returning the goods to us; or, after consulting with you:
  2. send to you a replacement and refund to you the cost of returning the product; or
  3. have the product repaired, return it to you and refund you for the cost of returning the product.

d. In the event that the fault or damage is not due to faulty manufacture, but to misuse or damage sustained after purchase, or subject to normal wear and tear, we will contact you to find out whether you wish the goods to be returned to you or repaired, if a repair is feasible. In these circumstances, both the cost of repair and return of the goods to you would be at your expense.

e. In the event that the damage to the goods has been contributed to by you or the goods have been in your possession for a period of time, we may consider giving you a partial refund for the goods.