Last updated: 21/08/2026

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 all UK orders, including items dispatched from our overseas warehouse.
To cancel, you must notify us in writing (email is acceptable) within 14 days. You then have a further 14 days to return the goods to us.

Return Conditions
Returned items must be:

• unused, unwashed, and in resaleable condition
• complete with all original packaging, tags, seals, accessories, and documentation
• free from dirt, odours, damage, and signs of outdoor use

You may open the packaging and inspect the goods as you reasonably would in a shop. However, the item must not be used, installed, charged, activated, or handled beyond what is necessary to establish its nature, characteristics, and functioning. For large or high-value items in particular, please keep all packaging and protective films intact until you are sure you wish to keep the product.

Inspection & Deductions
All returned items are inspected on arrival. If the goods have been used, damaged, returned incomplete, or handled beyond what is necessary to inspect them, we will deduct an amount from your refund to reflect the resulting loss in value, as permitted by the Consumer Contracts Regulations 2013. Where an item can no longer be sold as new, this deduction may be up to the full price paid. We will always confirm the outcome of the inspection and explain any deduction made.

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. 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) Exclusions (Where Returns May Not Be Accepted)

The legal right to cancel does not apply to certain items under the Consumer Contracts Regulations 2013, including:

• sealed goods which are not suitable for return for health protection or hygiene reasons, once unsealed after delivery
• sealed audio, video, or computer software products, once unsealed after delivery
• goods made to your specification or clearly personalised
• goods which become inseparably mixed with other items after delivery

Electronic Items (Power Banks, Electric Pumps, Headlights, Camping Lights)
Electronic items are not excluded from the right to cancel. However, products such as power banks, electric pumps, headlights, and camping lights lose significant value once their seals or protective films are removed, or once they have been charged, activated, or used. Any such handling goes beyond reasonable inspection, and a deduction will be made from your refund to reflect the loss in value — up to the full price paid where the item can no longer be sold as new. To receive a full refund, please return these items unopened and unused, with all seals and packaging intact.

Any exclusions will be clearly stated on the product page where applicable.

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