Refund policy

Rooftop tents (Air Cruiser, Sky Cruiser, Wingman, Trunk)

We ship quickly, so the window for changes is short. Here’s how cancellations and returns work on a rooftop tent order:

  • You can cancel free of charge at any time before your order ships, even if it has already been prepped for delivery. Visit our Contact page or email info@cinchpopuptents.com and we’ll take care of it. Refunds go back to your original payment method and can take up to 10 days to settle in your account.
  • Once your tent is with the carrier, the order can no longer be cancelled. If you change your mind at that point, you can refuse the delivery when the carrier contacts you. Refused deliveries are refunded at the tent price minus 20%, which covers the considerable cost of moving an item this size both ways. Shipping charges are non-refundable once the order has shipped.
  • If you need an address change after receiving your shipment confirmation, you’ll be responsible for any re-consignment or holding fees the carrier charges for a change en route.
  • Once your tent has been delivered and accepted, we don’t offer returns or refunds. What you’re covered by from that point is our 2-year warranty and lifetime support: if anything is wrong with the product, we’ll put it right. See our Warranty page for the full picture.

All other products (Hub, Kitchen Cruiser, accessories)

Everything that isn’t a rooftop tent, from the Hub shelter and Kitchen Cruiser to spares and accessories, follows these rules:

  • To cancel before your order ships, visit our Contact page or email info@cinchpopuptents.com and we’ll cancel it free of charge.
  • Once shipped, refunds may be given up to 30 days after the shipping date. Past 30 days, we can’t offer a refund or exchange.
  • Items must be unused and in the condition you received them. Please note that once a tent or shelter has been pitched, it can’t be returned: ground contact means it comes back dirty and used, and we can only restock items in new condition. If you want to check sizing or fit, unpack it indoors and check it against the measurements before you pitch.
  • You’re responsible for return shipping costs, and original shipping costs are non-refundable. We recommend a trackable service.
  • Once your return arrives and is inspected, we’ll email you to confirm whether the refund is approved. Approved refunds are credited to your original payment method and can take up to 10 days to appear.

Damages and issues

Please inspect your order when it arrives and contact us straight away if anything is defective, damaged, or not what you ordered, so we can evaluate the issue and make it right.

Exchanges

The fastest route is to return the item you have and, once the return is accepted, place a separate order for the one you want.

UK and European Union 14-day cooling off period

Notwithstanding the above, if your order ships to the UK or the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason and without justification. The item must be in the condition you received it, unused, and in its original packaging, and you’ll need your receipt or proof of purchase. Unless the item is faulty, return shipping is at your cost and we can advise on the best way to send a tent back before you ship it.

Refunds

We’ll notify you once we’ve received and inspected your return and confirm whether the refund is approved. Approved refunds go to your original payment method within 10 business days; banks can take a little longer to post it. If more than 15 business days have passed since approval, contact us at info@cinchpopuptents.com.