Returns, Warranty and Delivery | Camper Junkies

Overview

This policy explains returns, faulty-goods, warranty, delivery, collection and fitting principles for Campervan Furniture. It should be read with the Campervan Furniture Terms, Cancellation Policy, accepted order or quote, and Privacy Policy.

Direct-Purchase Products

Direct-purchase goods are ordered from an authoritative configuration and price snapshot. Return and cancellation rights depend on the product, sales method, whether it is personalised, and whether supply or fitting has begun.

Bespoke / Made-to-Order Products

Bespoke or clearly personalised goods may not be eligible for return or cancellation for change of mind where an applicable statutory exception applies.

This may include goods that have been:

manufactured specifically to dimensions or specifications supplied by the customer; uniquely modified at the customer's request; made using non-standard materials or components specifically sourced for the customer; or otherwise genuinely made to the customer's specifications or clearly personalised. Customers may request cancellation before production begins. Camper Junkies will confirm whether the cancellation can be accepted and, where appropriate, any refund due.

Right to Cancel

This policy applies to orders for goods supplied by Camper Junkies, including standard goods, configured goods and bespoke or personalised goods.

Nothing in this policy limits or excludes any statutory rights that consumers have under applicable UK consumer law.

When an Order Is Confirmed A direct order is created using the applicable authoritative configuration and price snapshot.

An order is not confirmed until payment has been successfully verified by Camper Junkies.

Once an order has been confirmed, Camper Junkies may begin procurement, preparation, configuration, manufacture or fulfilment.

Cancellation Before Fulfilment If you wish to cancel an order, please contact Camper Junkies as soon as possible.

Where we receive a cancellation request before the order has entered fulfilment, we will assess whether the order can be cancelled.

If the order can be cancelled, we will stop fulfilment where reasonably practicable and process any refund due through the relevant payment workflow.

The fact that work has not yet been completed does not, by itself, determine whether a cancellation right exists. Your statutory rights depend on the type of goods, how the contract was made and the circumstances of the order.

Standard Goods and Configured Goods Where you select a product from Camper Junkies' standard range and choose from options, colours, finishes, sizes, accessories or other configurations that we ordinarily offer, the product will not automatically be treated as bespoke or personalised.

For qualifying distance contracts, statutory cancellation rights may therefore apply even where the product has been configured by you from our standard options.

Government guidance confirms that a product assembled or produced following a customer's order is not necessarily bespoke where it is made from components or options offered from a standard range.

Where statutory cancellation rights apply, we will handle cancellation, return and refunds in accordance with those rights.

Bespoke and Personalised Goods Bespoke or clearly personalised goods may not be eligible for return or cancellation for change of mind where an applicable statutory exception applies.

This may include goods that have been:

Once production has commenced, cancellations or returns will only be accepted at Camper Junkies’ discretion.

Bespoke goods remain covered by the customer's statutory rights where they are faulty, defective, not as described, not of satisfactory quality or otherwise fail to conform to the contract.

Work Already Started If you request cancellation after Camper Junkies has begun work on a bespoke or non-standard item, we will assess the order and the applicable contractual and statutory rights.

We will not use this provision to remove a statutory cancellation right that applies to you.

Where a cancellation charge is permitted, any amount retained or charged will be limited to what is reasonably and lawfully recoverable. Cancellation charges must not operate as a disproportionate penalty.

Exceptions to Cancellation Rights

Bespoke and Personalised Goods Bespoke or clearly personalised goods may not be eligible for return or cancellation for change of mind where an applicable statutory exception applies.

This may include goods that have been:

Once production has commenced, cancellations or returns will only be accepted at Camper Junkies’ discretion.

Bespoke goods remain covered by the customer's statutory rights where they are faulty, defective, not as described, not of satisfactory quality or otherwise fail to conform to the contract.

Returns Procedure

Returns Process Before returning any goods, customers should contact Camper Junkies and provide:

order number; customer name; details of the goods being returned; reason for the return, where applicable; and photographs or other information where the goods are reported as damaged or defective. Customers should not send goods back without first contacting Camper Junkies.

Camper Junkies will provide appropriate return instructions where a return is authorised or required.

Condition of Returned Goods

Items must be returned in the same state & packaging they were sent in. Faulty-goods rights are assessed separately.

Return Costs

Costs of returning an item will be down to the customer, the cost of which will be communicated at the time of request.

Where goods are being returned because they are faulty, damaged, incorrect or do not conform to the contract, Camper Junkies will deal with return costs in accordance with the customer's statutory rights.

Refunds

Where a refund is due, Camper Junkies will approve and initiate the refund through the relevant payment workflow.

Refunds will be made using the applicable original payment method.

Once Camper Junkies has initiated a refund, the time taken for the funds to appear in the customer's account may depend on the relevant bank or payment provider. Camper Junkies does not guarantee a particular processing timeframe.

Faulty Goods

Goods must be of satisfactory quality, fit for a disclosed purpose and as described where the Consumer Rights Act 2015 applies. Customers should report suspected faults with evidence and avoid further damage. Camper Junkies will assess the appropriate repair, replacement, price reduction or refund right based on the facts and law.

Consumer Rights Act 2015

This policy does not replace or restrict statutory remedies. Time-sensitive rights and the appropriate remedy depend on whether goods conform, whether installation forms part of the contract, and whether repair or replacement is possible.

Warranty

Camper Junkies Essex Ltd provides a 3-month warranty on campervan furniture and units, commencing from the date of collection or delivery.

The warranty covers defects in materials or workmanship that are attributable to Camper Junkies Essex Ltd.

Where a valid warranty claim is accepted, Camper Junkies Essex Ltd will, where appropriate, repair or replace the defective part or component. We reserve the right to inspect the item and request photographs or other reasonable evidence before accepting a warranty claim.

Warranty Exclusions

The warranty does not cover:

Normal wear and tear.
Accidental or cosmetic damage occurring after delivery or collection.
Damage caused by misuse, neglect or failure to properly care for the product.
Damage caused by incorrect assembly or installation by the customer or a third party.
Damage caused by alterations, modifications or repairs carried out by anyone other than Camper Junkies Essex Ltd.
Damage caused by inadequate securing or fixing of furniture within the vehicle.
Damage resulting from movement, vibration or structural issues with the vehicle which are outside our control.
Water or moisture damage caused by leaks, condensation, water ingress or other issues originating from the vehicle or its use.
Heat damage, burns or damage caused by appliances or equipment installed within or alongside the furniture.
Damage occurring during transportation after the goods have been collected by the customer or their nominated third party.
Damage caused by using the product for a purpose for which it was not designed.

Any warranty claim should be reported to Camper Junkies Essex Ltd as soon as reasonably possible after the fault is discovered. Customers may be required to provide photographs and details of the fault and, where reasonably necessary, make the affected product available for inspection.

Where a product needs to be returned to us for inspection or warranty work, arrangements must be agreed with Camper Junkies Essex Ltd before it is returned.

This 3-month warranty is a commercial warranty provided by Camper Junkies Essex Ltd in addition to the customer's statutory rights. Nothing in these terms excludes, restricts or affects a consumer's statutory rights, including rights under the Consumer Rights Act 2015.

Installation / Fitting

Where Camper Junkies fitting is part of the accepted order, it must be carried out with reasonable care and skill. The customer must provide agreed access and accurate vehicle information. A fitting concern should be reported promptly so it can be inspected.

Customer Modification

Damage or incompatibility caused by customer or third-party alteration after supply may fall outside a voluntary warranty, depending on causation. It does not automatically remove unrelated statutory rights. Customers should seek advice before modifying fitted furniture.

Delivery

Where delivery is available, delivery charges will be confirmed at the time of ordering and must be paid in full before dispatch.

Any delivery dates or timescales provided by Camper Junkies Essex Ltd are estimates only and are not guaranteed. We will make reasonable efforts to dispatch orders within the agreed timeframe; however, we cannot be held responsible for delays caused by couriers, transport providers, adverse weather, traffic, supply issues or other circumstances outside of our reasonable control.

Customers are responsible for providing a complete and accurate delivery address and ensuring that suitable access is available for delivery. Any additional charges resulting from an incorrect address, failed delivery, restricted access or the need for re-delivery may be charged to the customer.

Due to the size and weight of campervan furniture and units, deliveries may arrive by courier or pallet service. Unless specifically agreed otherwise, the customer is responsible for ensuring that suitable assistance is available to safely receive and move the goods from the delivery point.

Inspection & Delivery Damage

Customers should inspect all packaging and goods as soon as reasonably possible following delivery.

Any obvious damage to the packaging should, where possible, be photographed before the packaging is removed. If the courier requests a signature and the goods or packaging appear damaged, this should be noted with the courier at the time of delivery where possible.

Any damage, missing components or other issues believed to have occurred during delivery must be reported to Camper Junkies Essex Ltd as soon as reasonably possible after receipt, together with photographs of:

the external packaging;
any damaged packaging;
the affected item(s); and
the shipping or delivery label where applicable.

Customers should retain all original packaging until the issue has been assessed.

Customers should not install, assemble, modify or alter an item that they believe has been damaged in transit before contacting us, as doing so may affect our ability to investigate the damage with the delivery provider.

Where we confirm that goods have been damaged during delivery, Camper Junkies Essex Ltd will arrange an appropriate remedy in accordance with the customer's statutory rights. Depending on the circumstances, this may include replacement of the affected component, repair, replacement of the goods or another appropriate remedy.

Risk & Ownership

Responsibility for the goods will pass to the customer when the goods have been delivered into their physical possession, or into the possession of a person identified by the customer to receive them.

Ownership of the goods will not pass to the customer until Camper Junkies Essex Ltd has received payment in full for the goods and any applicable delivery charges.

Collection

Where an order is collected directly from Camper Junkies Essex Ltd, the customer is responsible for ensuring that they have a suitable vehicle and appropriate equipment to safely transport the goods.

We recommend that customers inspect their order at the point of collection. Once collected, Camper Junkies Essex Ltd cannot accept responsibility for damage caused by incorrect loading, inadequate securing of the goods, transportation or unloading by the customer or a third party acting on their behalf.

Nothing within these Delivery Terms & Conditions affects the customer's statutory rights.

Inspection on Receipt

Customers should inspect all packaging and goods as soon as reasonably possible following delivery.

Transit Damage

the external packaging;
any damaged packaging;
the affected item(s); and
the shipping or delivery label where applicable.

Customers should retain all original packaging until the issue has been assessed.

Compatibility Issues

Compatibility depends on accurate vehicle and configuration information and the accepted product scope. Camper Junkies will distinguish a product/design fault from incorrect customer information or later vehicle modification before deciding a remedy. Statutory rights remain.

Contact

Use the Camper Junkies Contact page with the order reference, issue, date discovered and supporting photographs where relevant. Do not send payment-card information.