Refund policy

• 0% restocking fee
• Customer pays for return postage
• Returns accepted for 30 days

 

We hope you’ll be pleased with your purchase, but we understand that there may be instances when you would like to return goods.
If you would like to return an item, you have 30 days from the date of receipt. 

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

• Toilets and toilet-related products, for sanitary and hygiene reasons
• Custom products like table tops and custom made cables
  

Returns and refunds

We offer a 30-day cooling off period from the date upon which you receive your delivery. If you change your mind in the first 30 days after receipt of the item you can return it for a full refund, provided it has not been used and it is in the same condition as it was received in.

Please note, the cost and arrangements for returning goods is your responsibility. We recommend that you use a recorded delivery service and obtain proof postage. Please securely re-package your returning goods to ensure they reach us in resaleable condition. 

To return a RIB bed via pallet courier, we can arrange collection on your behalf at a minimum cost of £70 depending on your location.

To return leisure batteries, we can arrange collection on your behalf at a cost of £15 per battery.

Bespoke items that are manufactured to your specific requirements are not eligible for return, e.g. table tops and custom made to measure cables. Unless there is a manufacturing defect in which case the item will be refunded or replaced.

We are unable to exchange items that are not damaged, defective or incorrect outside of the 30 day grace period. A full refund, including the postage & packing charge, will only be made if the item is faulty.

To be eligible for a refund, you need to notify us via email at sales@thevanbuild.co.uk within 30 days of receipt that you intend to return the item. We will issue you a return authorisation, you then send the item back at your cost and responsibility. 

Once we receive your request, we will send you an email with full details of how and where to return the goods.

Please do ensure we receive the item in the same brand new condition and unused, otherwise it may not be accepted back.

Where a return is required due to seller error, damage, or fault, we will contact you to discuss case specific exchange, refund and return arrangements.

This returns policy does not affect your statutory rights.