Refunds and Returns Policy

Last updated: 22/07/2026

VanPods.uk is a trading name of Camper Van Furniture Co Ltd, registered in England and Wales under company number 16261291.

Registered office: Rowe House, 10 East Parade, Harrogate, England, HG1 5LT

This policy explains your rights when cancelling an order or returning a product purchased through our website. Nothing in this policy affects your statutory rights under UK consumer law.

1. Changing your mind

When you purchase an eligible product online as a consumer, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning the day after you receive the product.

Once you have told us that you wish to cancel, you must return the product to us within a further 14 days.

To request a return, please contact us at:

Email: sales@vanpods.uk
Order number: Please include your order number in all correspondence.

Please wait for return instructions before sending a product back. Items returned without sufficient identifying information may take longer to process.

2. Products that cannot be returned because you have changed your mind

The right to cancel does not apply to products that are:

  • made to your individual measurements or specifications;

  • personalised for you;

  • manufactured or modified according to a configuration unique to your order;

  • altered, cut, drilled, assembled or adapted at your request;

  • sealed for health or hygiene reasons and unsealed after delivery, where applicable; or

  • otherwise exempt from cancellation under applicable consumer law.

This exemption will only apply where the product is genuinely made or modified to your specifications. A product is not necessarily exempt merely because it was manufactured after you placed your order.

Your rights in relation to products that are faulty, damaged, not as described or not fit for purpose are not affected.

3. Cancelling before manufacture or dispatch

Please contact us as soon as possible if you need to cancel or change an order.

For standard products, we will normally be able to cancel the order and issue a refund if it has not already been dispatched.

For bespoke, personalised or specially configured products, work may begin shortly after your order is accepted. Once manufacturing, cutting or customisation has begun, we may be unable to accept a cancellation unless the product is faulty or we agree otherwise.

Where we agree to cancel a bespoke order before completion, we may deduct reasonable costs already incurred, provided this is permitted by law and was made clear before the order was placed.

4. Condition of returned products

You may inspect a product in the same way that you reasonably could in a physical shop.

You are responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and function.

Where reasonably possible, products should be returned:

  • unused and uninstalled;

  • complete, including all components, fittings and instructions;

  • securely packaged to prevent damage in transit; and

  • in their original packaging, where that packaging remains available.

Original packaging is not an absolute condition of your statutory right to return an eligible product. However, you are responsible for packaging the product safely.

We may reduce the refund to reflect a loss in value where a product has been used, installed, damaged, altered or handled more than was reasonably necessary.

Products that have been drilled, cut, permanently assembled, fitted into a vehicle or otherwise altered may have substantially reduced value and, depending on the circumstances, may not be suitable for return as a change-of-mind purchase.

5. Return delivery costs

Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it to us.

Some of our products are large, heavy or require pallet transport. Return transport costs may therefore be significantly higher than ordinary parcel postage. Please contact us before arranging a return so that we can confirm the appropriate return method.

You may arrange your own suitable and insured return transport, or we may be able to arrange collection and deduct the agreed collection cost from your refund.

You remain responsible for the product until it is received by us. We recommend using an insured and trackable delivery service appropriate for the size and value of the product.

6. Original delivery charges

When you validly cancel an entire eligible order under your statutory cancellation rights, we will refund the price paid for the products and the cost of our least expensive standard delivery option.

If you selected an enhanced or more expensive delivery service, such as timed, express or premium delivery, we are not required to refund the additional amount above the cost of standard delivery.

If you return only part of an order, the original delivery charge may not be refundable where the same delivery charge would have applied to the products you keep.

7. Refund processing

We will issue an eligible refund without undue delay and no later than 14 days after:

  • we receive the returned product; or

  • you provide satisfactory evidence that the product has been sent back,

whichever happens first.

We may withhold the refund until we have received the product or you have provided evidence of its return.

Refunds will normally be made to the original payment method. We will not charge an administration or restocking fee for exercising a statutory cancellation right.

The time taken for a refund to appear in your account after we process it depends on your bank or payment provider.

8. Faulty, damaged or incorrect products

You have statutory rights where products are:

  • faulty;

  • damaged when delivered;

  • not as described;

  • not of satisfactory quality;

  • not fit for a purpose made known to us; or

  • incorrectly supplied.

Please inspect your order as soon as reasonably possible after delivery. If you notice visible transit damage, missing components or an incorrect product, contact us promptly and provide:

  • your order number;

  • a description of the problem;

  • photographs showing the product, packaging and damage, where relevant; and

  • photographs of any delivery label or pallet damage, where relevant.

Requesting photographs helps us assess the issue and make suitable transport arrangements. It does not remove your statutory rights.

Where a product is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with UK consumer law. Depending on the circumstances, this may include:

  • a full or partial refund;

  • repair;

  • replacement;

  • replacement components; or

  • collection at our expense.

Consumers normally have a short-term right to reject faulty goods within 30 days, subject to the applicable legal requirements. After that period, we may be entitled to offer a repair or replacement before a refund becomes available.

We will pay reasonable return or collection costs where a product is validly rejected because it is faulty, damaged, incorrect or not as described.

9. Damage during installation or use

We are not responsible for damage caused by:

  • incorrect installation;

  • failure to follow supplied instructions;

  • unsuitable fixings or installation methods;

  • alterations made after delivery;

  • misuse, neglect or accidental damage;

  • exceeding stated weight or usage limits;

  • fitting the product to an incompatible vehicle or vehicle configuration; or

  • normal wear and tear.

This does not exclude responsibility for a defect that was present when the product was supplied or for installation carried out by us where that installation was not performed with reasonable care and skill.

Where you are uncertain about compatibility or installation, please contact us before drilling, cutting, modifying or fitting the product.

10. Vehicle compatibility and customer-provided information

You are responsible for providing accurate information about your vehicle, including its make, model, year, wheelbase, body configuration, door arrangement and any existing conversions or modifications.

Where we recommend a product based on information you provide, we cannot accept responsibility for incompatibility caused by incomplete or inaccurate information.

This does not affect your rights where we supplied the wrong product despite receiving complete and accurate vehicle information.

11. Failed delivery and uncollected orders

You are responsible for providing an accurate delivery address and ensuring that somebody is available to accept delivery where required.

If an order is returned to us because:

  • the delivery address was incorrect or incomplete;

  • delivery was repeatedly refused or missed;

  • the carrier could not obtain access; or

  • the order was not collected from the carrier,

we may deduct the reasonable cost of the failed delivery and return transport from any refund, where permitted by law.

We will contact you before arranging redelivery. Additional delivery charges may apply.

12. Business customers

The statutory consumer cancellation rights described in this policy apply to individuals purchasing wholly or mainly for purposes outside their trade, business, craft or profession.

Purchases made wholly or mainly for business purposes do not automatically benefit from the same change-of-mind cancellation rights.

Returns from business customers are subject to our business terms, any written agreement made at the time of sale and applicable law. This does not affect any rights a business customer may have where products are faulty or do not conform to the contract.

13. Exchanges

We do not guarantee direct exchanges.

Where an eligible standard product is returned because you have changed your mind, we may ask you to return it for a refund and place a separate order for the replacement product.

Where an incorrect or faulty product has been supplied, we will discuss the most appropriate replacement, repair or refund with you.

14. How to contact us

To cancel an order, request a return or report a problem, contact:

VanPods
A trading name of Camper Van Furniture Co Ltd

Email: sales@vanpods.uk
Telephone: 07497 744646
Returns address: VanPods.uk, Grey Hill Road, Harrogate, North Yorkshire, HG1 3BF
Company number: 16261291

Please do not send products to our registered office unless it is also shown above as the returns address.

15. Your statutory rights

Nothing in this policy limits or excludes any rights or remedies that cannot lawfully be limited or excluded.

Further information about consumer rights is available from Citizens Advice and your local authority’s Trading Standards service.