Returns & Refunds

Last updated: 17 August 2026

1. Right of withdrawal — 14 days, no reason

If you are a consumer resident in the EU you may withdraw from the contract within 14 days without giving any reason and without penalty (Articles 9 to 16 of Directive 2011/83/EU).

When the period starts

• The 14 days run from the day you or a third party you nominate takes physical possession of the goods, not from the order date;
• If your order is delivered in several separate parcels, the period runs from the day you receive the last item;
• If we had failed to tell you about this right, the period would extend by 12 months (Article 10). We are telling you here, so it does not.

How to withdraw

1. Tell us before the 14 days expire, by an unambiguous statement. Email contact@newcampingnow.shop is enough; you may also use the model form in section 2;
2. We confirm receipt of your withdrawal without delay, on a durable medium;
3. Send the goods back within 14 days of telling us. Sending them within that window is enough — they do not need to have arrived.

Refund

• We refund all payments received from you, including the standard delivery cost you paid on the way out;
• If you chose a more expensive delivery option than our cheapest standard one, we refund the standard cost, not the premium;
• We refund without undue delay and no later than 14 days after we are informed, using the same means of payment you used, at no charge to you;
• We may withhold the refund until we receive the goods back, or until you supply proof of sending, whichever is earlier (Article 13(3)).

Return postage and condition

• You bear the direct cost of returning the goods when you withdraw simply because you changed your mind. We are telling you this before you order, which is what allows us to pass on that cost (Article 6(1)(i)). Typical cost from within the EU is €8–€25 depending on size and country;
• You may handle and inspect the goods as you would in a shop. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (Article 14(2)). Pitching a tent in the garden to check it is fine; using it for a week in the field is not;
• We do not require the original packaging to be intact, and we do not reduce your refund because a box was opened.

What we will never charge or demand

• No restocking fee, handling fee or processing fee, and no percentage withheld. Article 9(1) allows no cost to you other than return postage;
• No RMA number, ticket, portal or form as a condition. An email is a valid withdrawal (Article 11(1));
• No reason, photo or justification required within the 14 days;
• No refusal because the item is “used”, unsealed or missing tags, beyond the diminished-value rule above;
• No store credit or voucher in place of your money back.

One honest limitation: import VAT, the €3 customs duty and the carrier's clearance fee that were already collected on import are not automatically recoverable when a parcel is returned. We refund the price of the goods and the standard outbound delivery cost. Recovering import charges, where possible at all, is a claim you make to your own customs authority, and we will give you the paperwork to do it.

What is excluded

The right of withdrawal does not apply to goods made to your specification or clearly personalised, to sealed goods unsealed after delivery which are not suitable for return for health protection or hygiene reasons, or to goods which after delivery are inseparably mixed with other items (Article 16). In practice almost everything we sell is returnable.

2. Model withdrawal form

You may use this form, but you do not have to — any clear statement works.

3. Faulty, damaged or not as described — 2-year legal guarantee

This is a different and stronger right. Under Directive (EU) 2019/771, goods must conform to the contract, and we are liable for any lack of conformity that exists at delivery and becomes apparent within two years.

• The first 12 months, we have to prove the item was fine. Any lack of conformity appearing within one year of delivery is presumed to have existed at delivery, unless we prove otherwise (Article 11). You do not have to prove anything;
• You are first entitled to have the goods brought into conformity, free of charge — by repair or replacement, your choice, unless the one you pick is impossible or would impose disproportionate costs on us (Article 13);
• You are then entitled to a proportionate price reduction or to terminate the contract if we refuse, if we fail to complete the remedy, if the defect reappears, or if the defect is serious enough (Article 13(4));
• All of this is free of charge. We pay postage both ways, and any necessary labour or materials (Article 14).

Some Member States give you longer than two years or add extra steps in your favour. Where your national law is more generous, your national law wins.

How to claim

Email contact@newcampingnow.shop with your order reference, a description of the problem and a photo or short video where it helps. We answer within one business day, and we send a prepaid return label — you should never be out of pocket for a faulty item.

4. Damaged or lost in transit

Risk stays with us until the goods are physically delivered to you. If a parcel arrives damaged, or does not arrive at all, contact us and we will replace or refund it. You do not need to pursue the carrier — that is our job.

5. Australian customers

If you are buying from within Australia, the Australian Consumer Law applies instead of the EU rules above. You have automatic consumer guarantees which cannot be excluded. Where the failure is major, you choose between a refund, a replacement, or keeping the item and being compensated for the drop in value. Where the failure is minor, we may choose to repair, replace or refund, free of charge and within a reasonable time. Australian law does not give a general change-of-mind right, but we extend the 14-day withdrawal above to you voluntarily.

6. Contact

All returns, withdrawals and guarantee claims: contact@newcampingnow.shop.