Refund policy
Returns and Refunds Policy
At Highbridge Caravans, we want you to be completely happy with your purchase. If you need to return an item, we are here to help. This policy outlines your rights and our process for online purchases.
1. Change of Mind (14-Day Cooling-Off Period)
If you bought an item online, you have a legal right to change your mind and cancel your order under the Consumer Contracts Regulations 2013.
- The Timeframe: You must notify us of your intent to cancel within 14 days of receiving your goods. You then have an additional 14 days to send or bring the item back to us.
- Condition of Goods & Deductions: You are permitted to handle the item as you would in a physical shop to inspect it (e.g., opening the box to check a part). However, to prevent ambiguity, a deduction will be made from your refund under the following specific conditions:
- Missing Packaging: A 15% deduction will apply if original product packaging is missing, damaged, or defaced beyond what is necessary to open the outer transit box.
- Installation or Use: If the item has been fitted, installed, excessively used, or shows physical wear, a minimum 25% deduction (or up to 100% if unsellable as new) will be applied to reflect the loss in resale value.
2. Faulty or Damaged Goods
If your item arrives damaged or faulty, your rights are protected under the Consumer Rights Act 2015.
- You have up to 30 calendar days from the date of delivery to reject a faulty item for a full refund.
- If you discover a manufacturing fault after 30 days but within 6 months, we will aim to repair or replace the item in line with statutory guidelines.
- For faulty items, we will cover return shipping or collection costs.
3. How to Return an Item
To return an item, please pack it securely—in its original packaging wherever possible—and clearly mark the package for the attention of Online Sales:
Highbridge Caravans
A38 Bristol Road
Highbridge
Somerset
TA9 4EX
- Drop-off: You are welcome to drop the item off in person at the address above during our standard business hours.
- Return Postage Costs: For change-of-mind returns, you are entirely responsible for the cost of returning the item to us. We strongly recommend using a tracked and insured delivery service, as we cannot be held responsible or issue refunds for items lost or damaged in transit back to us.
4. Refunds
- Once we receive your returned item, our team will inspect it within 3 business days.
- If a value reduction applies due to handling beyond what is necessary (as outlined in Section 1), we will notify you of the exact deduction amount via email before processing the partial refund.
- We will process your refund within 14 days of receiving the item back (or receiving valid proof of dispatch).