2026 Eriba Touring Caravan Sales Servicing Parts and Repair

Kool Classics – Refunds, Returns & Statutory Rights

1. Overview

These terms set out how refunds, returns and cancellations are handled when purchasing goods from Kool Classics. They apply in addition to your statutory rights under UK consumer protection laws, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, which cannot be waived.

2. Deposits (including Off‑Premises Contracts)

A non‑refundable deposit is required at the time of order for all new and used caravan sales. This deposit secures the unit for your purchase and is not refundable, including if you:

change your mind,
fail to complete the transaction,
are unable to collect the caravan,
or the contract is entered into at an off‑premises location (for example, agreed at your home, a customer’s premises, or another location outside our business premises).

This deposit is taken to reserve the product and is treated as part payment toward the total purchase price. The balance of the purchase price is due in full prior to collection or delivery.

Off‑Premises Contract Considerations:
Where a contract is formed away from our business premises (for instance, through a visit to your location or at an event outside our premises), you may have a statutory 14‑day cancellation (“cooling‑off”) period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right allows you to cancel the contract within 14 days of receiving the goods or of entering the contract without giving a reason and obtain a refund of amounts paid, subject to the statutory terms and exceptions. However:

This statutory right does not apply where the goods are personalised, bespoke, or made to specification, as set out elsewhere in this policy.
By placing a deposit with us in an off‑premises situation for bespoke or custom goods, you are acknowledging that you understand that these statutory cancellation rights may not apply to those goods.
If statutory cancellation rights do apply (e.g., standard goods agreed off‑premises), any refund of payments (excluding the non‑refundable deposit) will be processed according to the Regulations, and you must notify us in writing within the cancellation period. You must also return items at your cost unless specified otherwise.

Nothing in this section affects your statutory rights under UK consumer law, including rights under the Consumer Contracts Regulations and the Consumer Rights Act

3. Standard Returns & Refunds

We want you to be happy with your purchase. If you receive an item that is faulty, damaged on arrival, or materially different from the description on the website, you may be entitled to a refund or replacement.

To qualify:

Report the issue to us within 14 days of receipt.
Return the item to us within 30 days in the same condition you received it.
You must arrange and pay for returns unless the item is defective, damaged, or not as described.

Refunds are processed once we have received and inspected the returned item.

4. Personalised, Bespoke & Special Order Items

Orders that are personalised, bespoke, custom-made, or tailored to your specification (including special ordered parts, custom finishes or personalised accessories) are not eligible for returns or refunds unless the item is faulty or not as described.

This reflects the unique nature of these products and your statutory rights do not include a cancellation period where bespoke goods are concerned once production has started.

5. Consumer Rights – Statutory Protection

Under UK law:

You have the right to expect goods to be as described, of satisfactory quality and fit for purpose.
If goods are defective, not as described or faulty, you are entitled to a repair, replacement, or refund.
For most goods bought online or off-premises, you have a 14-day cancellation period under the Consumer Contracts Regulations, starting the day after delivery — except where the goods are personalised or bespoke.

These statutory rights are in addition to the terms in this policy and cannot be limited by us.

6. Restocking Fees & Shipping Costs

Refunds for eligible returns will be issued minus initial shipping costs.
We may apply a restocking fee to cover handling, storage and administrative costs where this is reasonable and proportionate.
If the return relates to damaged or incorrectly described goods, shipping costs will be refunded in full.

7. How to Return an Item

Contact us to notify you of your intent to return.
Package the product securely for return.
Ship the item to us with a trackable delivery service (strongly recommended for items over £50).
Keep proof of postage until your return is confirmed.

8. Damaged in Transit

If a package arrives with visible damage to the packaging and the goods inside, please reject delivery and do not sign for it. This significantly speeds up claims with the courier and ensures you’re not held responsible for transit damage.

Privacy and Returns Policy