Last updated: 26/10/2026

This Delivery & Returns Policy applies to all purchases made from Tanwa Outdoor ("we", "us", "our"). By placing an order, you agree to the terms below. Nothing in this policy affects your statutory rights as a consumer.

1) Delivery (UK Only)

UK Shipping
We currently ship within the United Kingdom only. Some items are dispatched directly from our overseas warehouse; where this applies, it will be indicated on the product page or at checkout.

Dispatch & Delivery Times
We aim to dispatch orders within a reasonable timeframe after payment is received. Unless a different delivery date has been agreed, we will deliver your goods within 30 days of your order. Delivery times shown on our website are estimates only and may vary due to factors outside our control (including courier delays, customs processing, weather, peak periods, or operational disruption).

Delivery Address
Customers are responsible for providing a complete and accurate delivery address at checkout. We cannot accept responsibility for delays, loss, or failed delivery caused by incorrect or incomplete address details.

Risk & Ownership
Risk of loss or damage passes to you once the goods are delivered to the address provided.
Ownership of goods remains with Tanwa Outdoor until full payment has been received.

2) Returns (Change of Mind / Unwanted Items)

Your Right to Cancel (UK Consumers)
If you are a UK consumer, you have a legal right to cancel your order within 14 days of receiving your goods (the "cooling-off period"), in accordance with the Consumer Contracts Regulations 2013. This right applies to UK orders, including items dispatched from our overseas warehouse, subject to the lawful exclusions in section 5.
To cancel, clearly tell us that you wish to cancel within 14 days; you can do this by emailing info@tanwaoutdoor.co.uk. You then have a further 14 days to return the goods to us.

Return Conditions
You may unpack and inspect items as you would in a shop. Please return all accessories and keep the packaging where possible. The exclusions in section 5 apply.

Inspection & Deductions
Use beyond reasonable inspection, damage or missing parts may reduce your refund. Any deduction will reflect the actual loss in value, and we will explain it to you.

Return Postage Costs
Unless the item is faulty or incorrect, return postage is the customer's responsibility. For items dispatched from our overseas warehouse, the return address may be outside the UK and return costs may be significantly higher; these costs are the customer's responsibility in full for change-of-mind returns. We strongly recommend using a tracked and insured delivery service, as we are not responsible for items lost or damaged in return transit.

Refunds
Refunds will be processed to the original payment method within 14 days of us receiving the returned item(s) (or evidence that they have been posted). Refunds will cover the price paid for the goods, less any deduction for loss in value. Any original delivery charges will be refunded only where required by law.

3) Items Dispatched from Our Overseas Warehouse

Where an item is dispatched from our overseas warehouse, your UK consumer rights are unaffected and you may still cancel within the cooling-off period described above, subject to the lawful exclusions in section 5. However, please note the following before ordering:

• For change-of-mind returns, the item must be returned to the address we provide, which may be outside the UK, and you are responsible for the full cost of return postage and any customs or import charges incurred on the return.
• The same return conditions and inspection process apply, and any loss in value will be deducted from your refund.

4) Faulty / Damaged / Incorrect Items

Faulty Goods
If your item is faulty, damaged on arrival, or not as described, you have rights under the Consumer Rights Act 2015. These include the right to a full refund if you reject faulty goods within 30 days of delivery, and rights to a repair or replacement thereafter.
Please contact us as soon as possible with:

• your order number
• photos/video of the issue
• a short description of the fault

We may offer a repair, replacement, or refund depending on the circumstances and your legal rights.

ALL mountain spring sleeping mats come with one year warranty*

Items Returned as Faulty
If we request the item to be returned for inspection, it must be returned in a clean and dry condition. We reserve the right to decline assessment if the item is returned in an unhygienic state.

5) Returns Exclusions

These exclusions apply to change-of-mind returns. Your rights for faulty or misdescribed goods and services are unaffected.

Hygiene Products and Sleeping Bags
Items supplied with a hygiene seal cannot be returned for a change of mind once the seal is broken after delivery, where this makes them unsuitable for return for health or hygiene reasons.

Customised Products
We do not accept change-of-mind returns for products made to your individual specifications or personalised, including bespoke extra down-fill.

Seam-Sealing Services
Completed seam-sealing is non-refundable if you asked us to start during the cooling-off period and agreed to lose the right to cancel the service on completion. This applies to the service charge.

Electronic Items
Power banks, pumps, headlamps and camping lights follow the inspection and refund rules in section 2.

Other Exclusions
Cancellation rights are also lost for sealed audio, video or software unsealed after delivery, and goods inseparably mixed with other items after delivery.

Any product-specific exclusion will be explained before you order.

6) How to Start a Return

To request a return, please contact us at:
Email: info@tanwaoutdoor.co.uk
We will provide return instructions and the return address.

7) Contact

If you have any questions about delivery or returns, please contact:

• Tanwa Outdoor
• Email: info@tanwaoutdoor.co.uk
• Address: Bartle House, 9 Oxford Ct, Manchester M2 3WQ