Robens Chinook Ursa Tent

To return an item to us, you must first:

• Ensure the item is unused and in its original condition (including all label, tags and Boxes) and in a resellable condition
• Complete our online returns request via DPD Returns Portal. Alternatively, to arrange return postage for your items. Please use our warehouse returns address (Returns, Unit H&J, Moreton Business Park, Hereford, HR4 8DS) when completing the Returns PDF form here.
• Appropriately package your item in protective packaging, failure to do so will invalidate your rights to a full refund or return (including footwear boxes which can be damaged in transit/customer care if not protected)
• Please take care when packaging your returning order as customers will be liable for any exceptions or surcharges incurred for incorrectly packaged returns. You will be informed via email of the value of the charges which will be deducted form your refund amount.

Trekitt Returns,
Unit H-J,
Moreton Business Park,
Hereford,
HR4 8DS

Please ensure the service you use corresponds to the size/weight/value of the item. We regret to inform you that we cannot be held responsible for returned goods that become lost or damaged in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this and track your item. Once it has arrived at our warehouse, please wait the advised 48 hours for your refund which you will be notified of with a refund receipt sent to your account email. If you have not heard anything after this then please reach out to our Customer Support Team [email protected].

You can also return internet purchases at the Trekitt Service Centre in Hereford. To speed things along, please bring the Sales Invoice we sent via email as proof of purchase.

If you choose to receive a refund, this will be processed separately by our Customer Support Team.

You may exchange product(s) at the shop for Goods of an equal or higher value for which you will receive a new receipt.

Please note:
PPE (Facemasks, Climbing Equipment), Food Goods, Socks & Underwear can only be returned if everything is exactly as it was received. Packaging and labelling must be intact, and underwear must be unworn. If there is any sign or possibility that the goods have been used, tampered with, or contaminated in any way then we regret that we are unable to accept a return on the grounds of consumer safety.

This does not affect Consumer Contract Regulations.

If you feel that your item is defective/broken/faulty and it is still under warranty, please contact our Customer Support team ([email protected]) with as much information as possible with regards to the fault, including photos if applicable.

In return, they will supply you with a Returns Authorisation Number (RAN), a Returns Form and a FREE postage label. Please complete the returns form with as much detail as possible and include it with your item.

Download our Returns Form.

Trekitt Returns,
Unit H-J,
Moreton Business Park,
Hereford,
HR4 8DS

We cannot make any decisions before inspecting any claim. Should the item be found genuinely faulty, we aim to reach a fair and agreed solution, which may be a refund, a replacement or a professional repair.

Please note: We may need to send items to the original supplier, or a fully certified testing company. This process can take up to four weeks or longer during busy periods.

THIS BIT IS IMPORTANT! - To ensure your Warranty Return goes smoothly, please ensure all items are in a clean, dry condition and free from dirt. Any items that do not meet the above criteria will be sent back to you for health and hygiene purposes or you may be contacted asking if you would like us to clean it for you, where a cleaning charge will be applied with a minimum charge of £25.00.

Failure to follow the Warranty Returns procedure may significantly affect our ability to process your return and cause a delay in issuing your refund/replacement/repair.

You can also return internet purchases at the Trekitt Service Centre in Hereford. To speed things along, please bring the Sales Invoice we sent via email as proof of purchase.

If you choose to receive a refund, this will be processed separately by our Customer Support Team.

You may exchange product(s) at the shop for Goods of an equal or higher value for which you will receive a new receipt.

We do not offer exchanges. Instead we ask you kindly to complete a new order for the desired replacement and return the unwanted Good(s) for a refund. We acknowledge that this might seem more complicated, we can assure you it is by far the most efficient and fastest way to ensure that you receive the goods you require.

Any returns sent back requesting an exchange will be refunded in line with our returns process.

You can exchange internet purchases at the Trekitt Service Centre in Hereford, to speed things along please remember to present the sales invoice supplied by us in respect of such Goods as proof of purchase. You may exchange product(s) at the shop for Goods of an equal or higher value for which you will receive a new receipt.