Shelter
Our commitment
At Cinch, we stand behind our products, their quality, design, and longevity.
That said, sometimes, a product is not the right fit, does not feel right, or deliver on your expectations. We want all our campers to be happy and so if you are unsatisfied for any reason, don’t hesitate to contact us at info@cinchpopuptents.com.
We will not accept returns of products for replacement or refund with ordinary wear and tear or damage caused by improper use or accidents.
How to return your item
You can return any product unused and in its original state within 28 days and expect a refund. Only applies to products purchased on www.cinchpopuptents.com and regional variants. To arrange a return, please contact us at info@cinchpopuptents.com
Please note that we cannot accept returns on items that are not defective that have been deployed outdoors simply because we must be able to re-sell your product.
When returning products, you are under a duty to take reasonable care to ensure that the fulfiller receives the products and that the products are not damaged in transit. Therefore, for your protection, when you are returning a product to us, we recommend that you use a recorded delivery service.
Except in cases where the return is the result of an error by Cinch or the item arrives damaged or defective, original shipping charges are non-refundable and you are responsible for all return shipping costs. Please note that we ship worldwide from our warehouse in the UK and any returns to us must be shipped back here. Except in cases where the return is the result of an error by Cinch or the item arrives damaged or defective, Cinch will not cover any shipping charges associated with returning a product to our warehouse. Cinch will not be liable for returns that are lost in transit or returned to the incorrect address; please retain your return tracking information.
If the product you receive: (a) has been sent to you incorrectly due to our fulfiller’s error; (b) is damaged; (c) is not fit for purpose; or (f) is not of satisfactory quality – it is considered defective. Note that damage caused to the product once it is in your possession does not make the product defective and is beyond our responsibility.
If a product is defective, please contact us. Defective products should be returned to the fulfiller as soon as possible, and in any event, within 30 days of delivery.
In particular, please note that any items returned to us which you claim to be faulty or incomplete are checked and verified by our technicians. Any returned items that are found not to be faulty or incomplete will be returned to you and we shall be entitled to charge you for the return carriage costs via your original payment method. In the event that your credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage.
Any items that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, and carried by a reputable carrier.
We stand by the quality of our products, and so the Shelter comes with a 2-year limited warranty.
Accessories
- If you would like to cancel an accessory order, visit our Contact page or email us at info@cinchpopuptents.com to proceed with this process.
- Once an accessory order has been shipped, refunds may be given up to 30 days after the shipping date. If 30 days have passed since the shipping date, we cannot offer a refund or exchange.
- If you would like a refund or exchange, you will be responsible for all shipping costs. Shipping costs are non-refundable. If you receive a refund for a return, the cost of shipping to and from our warehouse will be deducted. We recommend using a trackable shipping service for returns.
To be eligible for a return, your item must be unused and in the same condition that you received it.
- Once your item is received and inspected, our customer service team will email you to confirm whether your refund is approved or rejected.
- Approved refunds will be processed with a credit automatically applied to your original method of payment. Please note that it may take up to 10 days for the refund to appear in your account.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@cinchpopuptents.com.