At Robens Camp Store, we want you to be completely satisfied with your outdoor gear purchase. If for any reason you’re not happy with your camping equipment, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Our Return Policy

We accept returns and exchanges for most camping products, provided they are:

  • In original condition with all tags attached
  • Unused and in resalable condition
  • In original packaging with all accessories included
Note: For hygiene reasons, we cannot accept returns on sleeping bags, foam sleeping mats, or any other sleeping equipment that has been used or removed from its original packaging.

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange your camping gear:

  1. Contact our customer service at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include your order number.
  2. Wait for approval – Our team will review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Package your item – Securely pack the item in its original packaging with all accessories.
  4. Ship your return – Send the package to our warehouse at:

    Robens Camp Store Returns
    98 Whitworth St
    Manchester, GB M8Z 7QA

    We recommend using a trackable shipping service as you are responsible for the item until it reaches us.

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 shipping costs of the replacement item.

Refund Process

Once we receive and inspect your returned item:

  • Refunds will be processed within 3-5 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable (except in cases of our error)

Please allow 5-10 business days for the refund to appear in your account, depending on your payment provider.

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • Standard shipping times apply (10-15 days for DHL/FedEx, 15-25 days for EMS)
  • You’ll receive tracking information for your new item

Return Request Template

Use this template when emailing your return request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Robens Camp Store Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Product Name: [Product Name] Reason for Return/Exchange: [Brief reason] Please advise on next steps. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless defective:

  • Sleeping bags (all types)
  • Foam sleeping mats
  • Used camping stoves (alcohol or gas)
  • Opened fuel bottles

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24-48 hours.

Happy camping!

The Robens Camp Store Team