Refund policy

Refund & Returns Policy
Last updated: 17/04/2026

This Refund & Returns Policy applies to purchases made from Tanwa Outdoor (“we”, “us”, “our”). This policy does not affect your statutory rights.

Change of mind / unwanted items

If you are a UK consumer and buy from us online, you have the right to cancel your order within 14 days from the day after you receive your goods. To exercise this right, you must notify us in writing, including by email, within that 14-day period. Once you have told us you wish to cancel, you then have a further 14 days to return the goods to us.

To qualify for a full refund on a non-faulty return, items must be returned in the same condition you received them: unused, unwashed, with all original tags attached, complete with original packaging, accessories and documentation, and unopened where supplied sealed. Items must be free from dirt, odours, damage, signs of outdoor use, or any other reduction in resale condition. If goods have been handled more than is reasonably necessary to inspect them, we may reduce your refund to reflect any loss in value. We may also refuse returns where an item is excluded from cancellation rights, including sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Unless the item is faulty, damaged, incorrect or not as described, the direct cost of returning the goods is your responsibility. For your protection, we recommend using a tracked and insured delivery service. We are not responsible for non-faulty returns lost or damaged in transit back to us unless we arranged the return.

Where a change-of-mind cancellation is valid, we will process your refund to the original payment method without undue delay and no later than 14 days after we receive the goods back, or earlier if you provide acceptable proof of return. Refunds will cover the price paid for the goods and the cost of the least expensive standard delivery option offered at checkout. If you selected a more expensive delivery option, we are only required to refund the standard delivery amount.

Faulty, damaged or incorrect items

If your item is faulty, damaged on arrival, not as described, or not fit for purpose, please contact us as soon as possible. If a fault is confirmed within 30 days of delivery, you may be entitled to reject the goods for a full refund. After 30 days, you may be entitled to a repair or replacement and, if that is not possible or is unsuccessful, a refund or price reduction in line with your legal rights.

Please include your order number, clear photos or video of the issue, and a short description of the fault when contacting us about a faulty, damaged or incorrect item.

Where we confirm that an item is faulty, incorrect or not as described, we will reimburse reasonable return postage costs if we ask you to send the item back to us for inspection.

All Mountain Spring sleeping mats come with a one-year warranty. This warranty is in addition to, and does not replace, your statutory rights.

If we ask for a faulty item to be returned for inspection, it must be returned in a clean and dry condition. We reserve the right to decline assessment where an item is returned in an unhygienic state, where permitted by law.

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.