UK Deliveries

• FREE UK Mainland Standard Delivery within 3-5 working days on orders over £50
• £5.99 UK Mainland Standard Delivery on orders under £50
• No delivery to Scottish Highlands, Northern Ireland, Isle of Man, Isle of Wight and Isles of Scilly
• Orders are sent via DPD

UK Return & Refund Policy 

• Orders can be returned within 60 days of receipt
• The products must be in their original packaging, with all tags and in original condition
• Customers are responsible for return shipping costs, except for products that are faulty or damaged upon delivery

Return method: 

• To return your order, create your return label at https://returns.dpd.co.uk/terranova/GB/home
• Pack the items to be sent back securely in suitable protective packaging, together with the completed returns form
• Take your package to your nearest drop off point. To find your nearest drop-off point, visit: https://returns.dpd.co.uk/terranova/GB/shop-finder
• Please retain proof of postage until it has been confirmed that your refund has been processed
• Please note that items sold by Terra Nova Equipment Limited cannot be returned to Mountain Warehouse stores.

Return address:
Terra Nova Equipment Returns
Hubaco House (Unit 2)
Railway View
Clay Cross
Chesterfield
Derbyshire
S45 9FR

For more information or help, please contact Mountain Warehouse's Customer Care. 

Products are guaranteed to the original owner against manufacturing defects in materials and workmanship for the period of time specified for that particular product range. If your product, covered by this guarantee, fails due to a manufacturing defect we will repair it without charge, or replace it, at our discretion – if it’s no longer available and we provide a replacement it will be with an alternative from our current range that’s as close to the original product as possible. Proof of purchase from a registered retail partner is required, failure to provide your proof of purchase invalidates the guarantee.

• New Wild Country tents are guaranteed to the original owner for a period of 2 years from purchase (see ‘what does the guarantee cover’ below for information about accidental damage for alloy poles).
• New Terra Nova Tents and Bivis are guaranteed to the original owner for the lifetime of the product (see ‘what does the guarantee cover’ below for information about accidental damage for alloy poles).

Terra Nova Lifetime Guarantee

What does ‘lifetime’ mean and how long is the lifetime of the product?

Lifetime is the usable lifetime of the product. Unfortunately, it doesn’t mean your lifetime.

The usable life of a product varies depending on a number of factors including how the product is used – a tent that has had heavy use or is not looked after will probably have a shorter life than one that has infrequent use or is well maintained. This is why we don’t give a fixed-length guarantee for tents and bivis and prefer to assess each case individually.

For all products

What does the guarantee cover?

Our guarantee only covers genuine manufacturing faults or defects. However, we will also replace accidental breakages on alloy poles within 2 years of purchasing a new Terra Nova or Wild Country tent.

What doesn’t it cover?

Products that are damaged through wear and tear, accident, misuse, alteration or improper care, UV (sun) degradation, the effects or the natural breakdown of materials over time, even if accelerated by environmental conditions and consequential loss are not covered by the guarantee.

To help clarify what this means here are a few examples of things that wouldn’t be covered, it’s not an exhaustive list so if you are unsure please contact us and we can help.

Wear and tear – Anything that’s reaching or has reached the end of its serviceable life. For example, if a flysheet is no longer waterproof because of the exposure to sunlight and breakdown of materials. Or a zip breaks on a heavily used item, it’s usually down to wear and tear rather than a fault.

• Accidental damage – Whether it’s caused by you or someone else, for instance, tears, over-tensioned seams, cuts and odours.
• Poor aftercare and unsuitable storage – Your product should be cared for and properly maintained. A flysheet will stick together if not stored at an ambient temperature and checked occasionally. Mould and mildew will occur if a tent is not dried properly before packing away. These items are not covered.
• Zips that have been broken by forcing, jamming, improper use or by dust and dirt in the teeth are not covered.
• Condensation, usually caused by a lack of ventilation
• Taping and bonding. Adhesives will naturally dry and break down over time because of age, particularly with heavy use and/or poor aftercare.
• Damage caused by misuse or alteration of the product.
• Any consequential loss or damage resulting from a fault.
• Second-hand items. Unfortunately, our guarantee covers only the original owner.
• Claims under the product guarantee by rental companies, outdoor centres, youth groups etc whether commercial or not for profit will be inspected in accordance with our fair wear and tear policy.

What is wear and tear?

Wear and tear is damage that naturally and inevitably occurs as a result of normal use and ageing. No matter how well cared for or carefully used, your product will eventually begin to show age and wear as materials start to break down.