At Vango Store / NewCampingGearUK, we want you to be completely satisfied with your premium camping equipment purchase. If for any reason you’re not happy with your Vango awning, tent, or camping accessory, we offer a straightforward returns and exchange process.

Our Returns Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Item must be unused and in its original condition
  • Original packaging must be intact with all tags attached
  • Proof of purchase is required

Note: For hygiene reasons, sleeping bags and sleeping mats from our “Sleeping Gear for Camping” category cannot be returned unless faulty. All other camping equipment is eligible for returns under our standard policy.

How to Initiate a Return or Exchange

Follow these simple steps to process your return:

  1. Contact our team at [email protected] within 15 days of receiving your order
  2. Complete the Return Request Form (template provided below)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your item securely in its original packaging
  5. Ship your return to our warehouse at:
    36 Lowesmoor, Worcester, GB WR1Y 8GI

Return Request Form Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear NewCampingGearUK Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Details:
Product Name: [Product Name]
Reason for Return: [Please specify – e.g., wrong size, damaged item, etc.]

Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [specify replacement product if applicable]
[ ] Store credit

I confirm the item is unused and in its original packaging with all tags attached.

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error

Exchange Processing

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • Standard shipping charges apply for the new item
  • If the exchange item is of higher value, we’ll invoice you for the difference

Damaged or Faulty Items

If your Vango product arrives damaged or faulty:

  • Contact us immediately with photos of the damage
  • We’ll arrange a free return label if needed
  • You’ll receive priority processing for replacement or refund

International Returns

For customers outside the UK:

  • Return shipping costs are the customer’s responsibility
  • We recommend using a tracked shipping service
  • Customs fees are non-refundable

Our team of camping enthusiasts is here to help with any questions about returns. Email us at [email protected] and we’ll ensure your outdoor adventure plans stay on track!