At Vango Sales Store, we stand behind the quality of our outdoor gear and camping equipment. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Returns Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Items must include all original tags and accessories
  • A proof of purchase or order number is required

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on the following products:

  • Gas and Fuels (flammable materials cannot be returned for safety reasons)
  • Used sleeping bags (hygiene reasons)
  • Products without original packaging

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact our team at [email protected] within 15 days of receiving your order with your request (see template below)
  2. We’ll email you a Return Merchandise Authorization (RMA) number and return instructions
  3. Securely package the item(s) with the RMA number clearly visible
  4. Ship the package to our warehouse at:
    Vango Sales Store Returns
    93 Kedleston Rd
    Derby, GB DE5B 6XF
  5. Once received and inspected, we’ll process your refund or exchange

Refund Process

After we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable (unless the return is due to our error)
  • For exchanges, we’ll ship the replacement item once the return is received

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

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 return shipping costs

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Vango Sales Store Team,

I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].

Item(s) to return/exchange:
– [Product Name]
– [Quantity]
– [Reason for return/exchange]

Please advise next steps for completing this process.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Contact Number]

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 hours.

Last Updated: [Insert Date]