Refund policy
Short version: 30 days from delivery to change your mind, full refund, no questions. Faulty, damaged or incorrect items are covered separately and return postage is on us.
Changing your mind
You have 30 days from the day you receive your order to tell us you'd like to return it, for any reason at all. That is longer than the 14 days the Consumer Contracts Regulations 2013 require, and it is in addition to your statutory rights. Once you have told us, you have a further 14 days to send the item back.
How to return
- Tell us through our contact form, by email or by phone, with your order number. Any clear statement is enough — our model cancellation form is optional.
- We reply within 24 hours (Monday to Friday, 9am – 5pm UK time) with the returns address and a returns reference. Please wait for that reference before sending anything, so your parcel can be matched to your order when it arrives.
- Fold the teepee back into its original box where you can, write the returns reference on the outside, and post it to the address we give you. Please do not send parcels to our registered office in Covent Garden — it is not a returns address, and anything sent there will be refused.
Your refund
We refund the full price you paid within 14 days of receiving the item back — or of you showing us proof that you sent it, whichever comes first — to the payment method you used. The £2.90 delivery charge on your original order is refunded too when you return a complete order within 30 days. Most banks show the money within three to five working days of us issuing it.
Return postage
For change-of-mind returns you pay the cost of returning the item, and it stays your responsibility until it reaches us — so please use a tracked service and keep the receipt. If the item is faulty, damaged in transit or not what you ordered, we pay the return postage, and you should not be out of pocket at any point: contact us first and we will arrange it or reimburse you.
If we reduce a refund
You may unpack a teepee, put it up and inspect it exactly as you would handle it in a shop. If it has been used, marked or washed beyond that and its value has genuinely dropped as a result, we may reduce your refund to reflect it — and we will explain exactly why, with photographs, before we do. We will never do it silently.
Faulty, damaged or not as described
Separately from the 30-day right above, the Consumer Rights Act 2015 gives you 30 days from delivery to reject a faulty item for a full refund. After that, and for the first six months, we will repair or replace it. Send us a photograph and your order number and we will put it right — there is no form to fill in and nothing to prove.
Returning part of an order
You can return one item from a larger order and keep the rest. We refund the price of the returned item; the £2.90 delivery charge stays, because the rest of the order was still delivered.
Cancelling before dispatch
If your order has not left us yet, tell us and we will cancel it outright and refund everything, including delivery — nothing needs to be posted anywhere.
Contact us
InceptionWeb Ltd, trading as Teepee Tents
Company number 14433477, registered in England and Wales
Registered office: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ (not a returns address)
Phone: +44 7450 334 531 — Monday to Friday, 9am – 5pm UK time (GMT/BST)
Email: hello@teepeetents.com
Or use our contact form. We answer every message within 24 hours, usually the same working day.