We make products that make you want to Invest in Adventure, and if they don’t, we want to know about it. Whether the product is no longer required, is faulty or has suffered damage, we're here to help. So, we've broken down our 30-Day Return Policy to ensure it is as user-friendly as possible.
Please DO NOT post any items back to our warehouse without prior contact with us to arrange return.
For more info see our Covid-19 Information page 'Here'
If you have purchased within the last 30 days:
If you have ordered from us in the last 30 days and you want to return, you can so long as the product is unused and in the original packaging. We can offer a refund or exchange the product for another model. An additional payment or reimbursement may be applicable depending on the model you exchange for.
We are not able to refund or replace a product if it has been damaged (not a manufacturer fault) or is not in a re-sellable condition. This includes dirty or damp products and products with missing parts.
If you are returning the product because you have changed your mind, you are responsible for returning the item to us
If you have purchased more than 30 days ago:
After 30 days, you cannot return the product to us unless there is a fault with the product (a manufacturing fault).
All Khyam products (from 2019 onwards) are protected with a lifetime warranty.
We provide a product guarantee for each item’s reasonable lifetime at no additional cost because for 30 plus years, Khyam has engineered innovative tents, awnings and equipment for camping and outdoors, all of which are built to last. If we find a genuine fault or defect that shouldn’t be there based on normal use when we inspect it, we’ll repair or replace it for free – no questions asked. But if your 20-year-old tent has seen more summits than hot dinners, it might be time to buy a new one! In any case, we’ll review individually and let you know if we can fix or replace it.
This does not apply for any specific period, as each of our products have different expected lifetimes. As an example, a highly technical RAPIDEX awning will have a different expected product lifetime to a standard awning; other factors are taken into consideration also. We have produced a general guidance matrix for expected product lifetimes here. Please note that the matrix is for guidance and information purposes only as we will assess each individual item and the applicability of the Product Lifetime Guarantee based on a number of factors.
You can find out more about our Product Lifetime Guarantee, including the FAQs here. Note that if we have to send out a cardboard box for courier collection then you will be charged a £10.00 as we advise all customers to retain the original packaging.
Damage not covered by Warranty on tents and awnings:
> General wear and tear over extended periods of use.
> Flaws in the fabric caused by excessive wear.
> Water ingress through fabric as a result of UV degradation.
> Water ingress through seams caused by excessive abrasion of seams.
> Broken zips caused by forcing, jamming or improper use.
> Over tensioned/stretched seams coming apart.
> Buckles subjected to undue force or abrasion.
> Broken carry bag if it is overloaded.
> Storm damage including pole breakage or material tears from the wind.
> Collateral damage from a pole breakage.
> UV Degradation.
> Condensation usually caused by a lack of ventilation.
> Commercial use by rental companies.
Please Note: If the product is returned to us wet or in packaging that would allow damage to the item in transit, you will be liable for any damage incurred; whether this be dampness or breakage. If you do not retain the original packaging, then the item(s) must be suitable packaged to prevent any damage during transit.
Shipping a product to us:
Return your product to the below address. We highly recommend using insurance on this to protect the product and yourselves should any damage or loss occur.
To submit a warranty claim, click here
Cancelling an order:
Orders are processed very quickly so if you wish to cancel an order you must inform us as soon as reasonably possible by emailing email@example.com. We are only able to confirm cancellation should you contact us prior to dispatch. Should the order be sent before you contact us then we will try to redirect the order back to ourselves, but you will not be reimbursed with the delivery fee.
Cancelling within 30 days after the order was placed. You are able to cancel your order up to 30 days after your order is delivered but once received you must return the product to us in the same condition to which you received it. This means that it must be returned unused and in the original packaging. If you do not retain the original packaging then you will be liable to pay a £10.00 fee to receive another cardboard box. We have set out a 30-day Money Back Guarantee where you can view all the details. We can either arrange a courier collection which will be chargeable otherwise you are welcome to make your own return arrangements. The courier charges differ depending on what products are being collected, but we will quote the amount to you prior to arranging the collection.
Please Note: If the product is returned to us wet or in packaging that would allow damage to the item in transit, you will be liable for any damage incurred; whether this be dampness or breakage. If you do not retain the original packaging then the item(s) must be suitable packaged to prevent any damage during transit.
If you need to speak with us:
We are always here to help by emailing us at firstname.lastname@example.org.
You can also write to:
10 Westleigh Business Park
Terms and Conditions:
All products are supplied by Khyam (UK) Ltd. All products branded as Khyam are designed and supplied by Khyam (UK) Ltd and all prices are inclusive of Value Added Tax (VAT).
These terms and conditions are set out on the basis on which you can use our website and order items from Khyam (UK) Ltd. By ordering goods from Khyam you are deemed to have understood and accepted these terms. The supplier of goods featured is Khyam, a trading name of Khyam (UK) Ltd. Registered office Khyam (UK) Ltd, 10 Westleigh Business Park, Leicester, LE8 4EZ. Company Registration number 12278425.
Delivery costs are stated at the time of purchase. If you purchase anything as a pre-order, then the price stated is to be paid prior to delivery. Purchases from Khyam will be charged the day the goods are dispatched. Delivery arrangements are made at the same time.
All restocking dates are approximate. Pre-order dates are approximations, but we will always endeavour to have them as close as possible. Your order for goods is accepted, and a contract is formed between Khyam (UK) Ltd and you when we dispatch the goods you have ordered, not before. A contract is not formed at the point in time payment is taken from you by Khyam, nor at the point in time that you receive an order confirmation from Khyam. Until the goods are dispatched the order may not be accepted by Khyam but may be cancelled by you.
Delivery charges. Delivery rates are charged depending on the weight of the order. Our standard 3-5 day delivery is free to a UK Mainland (not Scottish Highlands or Islands) address if the product amounts to at least £100.00. The express 1-2 day UK delivery and UK Next Working Day Delivery is chargeable. Delivery fees for international orders are charged depending on location and the weight of the order. The estimated delivery dates are provided to you in checkout.
Receiving goods. All goods should be received in perfect condition, however, if your goods arrive and appear faulty or damaged, you must advise us of this within 3 days of receipt. This includes any items that are missing unless otherwise stated on the delivery note included on/in the parcel. We always recommend customers try their product before its first use, to ensure all is in perfect condition and working order. Products must be tested on clean ground so not to dirty the product. We will do everything to ensure your order arrives on time and intact but do not accept any responsibility for additional expenses occurred due to late or incomplete deliveries.
Refunds. Once we have received your return, we have 14 days to process your refund. Refunds are reimbursed back to your original method of payment. We reserve the right to deduct the refund total for collection fees, non-delivery fees, delivery fees and damage caused in transit due to improper packaging.
Online specifications. Every effort it made to ensure product specifications given on this website are correct at the time of going to print. However, technical data, dimensions and weights serve as a guide only. Product specifications can change, and, in such instances, we’ll do our very best to inform you when placing your order. No guarantee is given or implied that goods will confirm in absolute detail to the description or illustrations published. However, if you do receive something you do not want you can return within 30 days. Please see details at the top of this page.
These terms and conditions do not affect your statutory rights as a customer. Our agreement with you is based upon English law and the laws applicable to this agreement are the laws of England and Wales.
Company Registration Number 12278425
VAT no. GB 334 635 992