Refund policy
- 0% restocking fee
- Customer pays return postage for change-of-mind returns
- 14-day cancellation period
- Statutory consumer rights are not affected
We hope you’ll be pleased with your purchase, but we understand that sometimes you may need to return an item.
Returns and refunds
If you purchase from us online and change your mind, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
If you decide to cancel your order, please notify us via our Enquiry Form within 14 days of receiving your goods. Once you have notified us, you have a further 14 days to return the goods.
You are responsible for the cost and arrangements of returning goods for a change-of-mind return. We recommend using a tracked delivery service and keeping proof of postage.
Goods should be handled with reasonable care and returned securely. You may inspect and handle the goods to the extent necessary to establish their nature, characteristics and functioning. If the goods have been handled beyond this, we may make a deduction from your refund to reflect any resulting reduction in value.
Your refund will include the cost of the goods and the standard delivery charge paid on the original order.
Exceptions / Non-returnable items
Certain goods are exempt from the statutory cancellation right, including:
- Goods made to your specific requirements or personalised for you, such as made-to-measure cables
- Sealed goods which are not suitable for return for health or hygiene reasons once the seal has been broken
These exclusions do not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.
Large or heavy items
For change-of-mind returns of RIB beds and other palletised items, we can arrange collection on your behalf. The cost will depend on the item and your location and will be confirmed before collection. As a guide, pallet collection starts from £70.
For change-of-mind returns of leisure batteries, we can arrange collection on your behalf at a cost of £15 per battery.
These collection charges do not apply where a return is required because an item is faulty, damaged, incorrectly supplied or not as described.
Faulty, damaged or incorrect goods
If your item is faulty, damaged, incorrectly supplied or not as described, please contact us via our Enquiry Form
Your statutory rights apply and we will arrange the appropriate remedy in accordance with UK consumer law.
Warranty
Some products sold by The Van Build are covered by a manufacturer's warranty. Where applicable, we will provide details of the manufacturer's warranty and the appropriate warranty process.
A manufacturer's warranty is additional to, and does not replace, your statutory rights against us.
The Van Build is a parts supplier and does not provide installation, conversion or repair services. We may be able to provide basic product information for items purchased from us, but we cannot provide detailed installation, fault-finding or repair support.
Where appropriate, warranty claims may need to be handled directly with the manufacturer or an authorised service centre.
Dometic (including Smev/Waeco) products generally come with a two-year manufacturer's warranty. For warranty assistance, Dometic provides authorised service centres across the UK and Europe.
Thetford products generally come with a two-year manufacturer's warranty. For warranty assistance, Thetford provides authorised service centres across the UK and Europe.
If manufacturer warranty information was not supplied with your purchase, please contact us via our Support page and we will provide the relevant information where available.
Your statutory rights
This returns policy does not affect your statutory rights under UK consumer law.