Refund and Cancellation Policy

Last updated 3 September 2026 · Read together with our Terms and Conditions.

1Summary

WILDFRONT does not offer discretionary change-of-mind returns. We do honour, in full, every right the law gives you: the 7-day cooling-off right on online purchases, the right to return defective or unsafe goods, and the right to a refund where we fail to deliver. This page explains each one and how to claim.

2Cancelling before dispatch

You may cancel an order at any time before it is dispatched by emailing wildfrontck@gmail.com with your order number. We will refund you in full within five business days. Once an order has been handed to the courier it can no longer be cancelled this way, and the cooling-off right below applies instead.

3Your 7-day cooling-off right on online orders

Because you buy from us over a website, section 44 of ECTA gives you the right to cancel the sale, without giving a reason and without penalty, within 7 days of receiving the goods.

• Email wildfrontck@gmail.com within 7 days of delivery, quoting your order number, to start the return.
• You are responsible for the direct cost of returning the goods to us.
• We refund the full purchase price, including any delivery charge you paid on the original order, within 30 days of the cancellation.

This right does not apply to a small number of categories excluded by regulation, including goods made or personalised to your specification, and goods that by their nature cannot be returned.

4Condition of returned goods

For a cooling-off return to be accepted, the goods must be:

• in their original, unused and re-saleable condition;
• complete, with all poles, pegs, guy ropes, pumps, repair kits, bags, manuals and accessories;
• in the original packaging, undamaged where reasonably possible;
• clean and completely dry.

A tent that has been pitched for a trip, exposed to weather, soiled, or packed away damp is no longer in re-saleable condition. Where goods are returned in a diminished state, we may reduce the refund to reflect the loss in value, as permitted by section 20(6) of the CPA. We will always tell you the amount and the reason before processing.

5No change-of-mind returns after 7 days

Once the 7-day cooling-off window has passed, we do not accept returns or exchanges simply because you have changed your mind, chosen the wrong size or model, or no longer need the item. Please check dimensions, sleeping capacity, weight and specifications carefully before ordering, and ask us if you are unsure. We would rather answer questions before the sale than turn away a return after it.

6Defective, damaged or incorrect goods

This is separate from change of mind and is not affected by section 5.

Damaged in transit or wrong item sent. Inspect your parcel on arrival. Report any visible damage, shortage or incorrect item to us within 48 hours of delivery, with photographs. We will arrange collection at our cost and either replace the item or refund you in full.

Defective goods. Under sections 55 and 56 of the CPA, goods must be safe, of good quality, in working order and free of defects for a period of six months after delivery. If a genuine defect appears within six months, you may choose a repair, a replacement or a refund. The choice is yours, not ours, and the return costs are ours. Where a repaired item fails again within three months, we will replace it or refund you.

A defect claim does not cover:

• normal wear and tear;
• damage from misuse, over-inflation, incorrect pitching, or use outside the product’s stated rating;
• mildew, mould or rot caused by storing the item wet;
• damage from unauthorised repair or modification;
• storm, flood, fire or other damage beyond our control.

7Late or non-delivery

If we fail to deliver by the agreed date, section 19 of the CPA lets you accept delivery at a later agreed date or cancel and receive a full refund. See the Shipping and Delivery Policy for our lead times.

8How to lodge a return

• Email wildfrontck@gmail.com with your order number, what the issue is and clear photographs.
• We will respond within two business days with a return authorisation and the return address at 35 Main Street, Heatherdale AH, Akasia, 0118.
• Send the goods back, or wait for our collection where we are covering it. Keep proof of despatch.
• We inspect the goods within three business days of receiving them and confirm the outcome in writing.

Goods sent back without a return authorisation may be refused.

9How refunds are paid

• Refunds go back to the original payment method — a card refund to the card, an EFT refund to the paying bank account.
• We process approved refunds within five business days of approving the return.
• Your bank may take a further 3 to 10 business days to reflect it.
• We do not refund in cash and do not refund to a third party’s account.

10Hire and rental cancellations

Section 17 of the CPA gives you the right to cancel an advance booking, subject to a reasonable cancellation fee. Our sliding scale is:

Where WILDFRONT cancels a confirmed booking for any reason other than force majeure, you receive a full refund of everything paid, including the booking deposit.

11Queries

Any question about a return, refund or cancellation: wildfrontck@gmail.com or 082 565 3609.