At Vango Shop, we take pride in providing premium outdoor equipment for camping, caravanning, and motorhome enthusiasts. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchange process.

Our Returns Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Items must be unused and in their original condition with all tags attached
  • Items must be in their original packaging
  • Proof of purchase is required

Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on air pumps, awning pumps, and any opened camping gas products (Campingaz). All electrical items must be tested before return if faulty.

How to Initiate a Return or Exchange

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include your order number.
  2. Provide Details: Include the following information in your email:
    • Your order number
    • The item(s) you wish to return or exchange
    • The reason for return/exchange
    • Whether you prefer a refund or exchange
  3. Await Instructions: We’ll respond within 2 business days with return authorization and shipping instructions.
  4. Ship Your Return: Package the item securely and ship it to the address we provide. We recommend using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive an email confirmation when your refund has been processed

Please note that shipping fees are non-refundable, except in cases where we made an error.

Exchange Process

If you’re exchanging an item:

  1. Follow the same return process outlined above
  2. Clearly state in your email which item you’d like as a replacement
  3. We’ll ship your replacement item once we receive your return

Exchange items are subject to availability. If your preferred replacement isn’t available, we’ll contact you to discuss alternatives or issue a refund.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a replacement or refund and cover all associated shipping costs

Return Email Template

To help you initiate your return, here’s a template you can use:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Vango Shop Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Item(s) to return/exchange: [Product Name(s)] Reason for return/exchange: [Brief explanation] [For exchanges only] I would like to exchange for: [Product Name and any specifications] Please let me know the next steps for completing this process. Best regards, [Your Full Name] [Your Contact Information]

Contact Us

If you have any questions about our returns and exchanges policy, don’t hesitate to contact our friendly customer service team:

Email: [email protected]
Address: 82 Kirkgate, Wakefield, GB WF2L 3DN

We appreciate your trust in Vango Shop for your outdoor adventure needs and aim to make every aspect of your shopping experience enjoyable, including any necessary returns or exchanges.