Hilleberg Soulo BL Tent - Green

Firstly, apologies you are having to contact us in these circumstances, in the first instance please complete our warranty service form or pop to the store you bought the product from, we will be pleased to help.

Important– For warranty claims, please complete the warranty form and await a reply from customer services before sending a faulty item back. We are unable to refund your return postage costs unless you have done so.

If customer services advise your product is possibly faulty and requires further inspection, then we will send you a pre-paid returns label – simply attach to the parcel and drop into your local Collect+ shop. For larger heavier orders like tents & camping furniture etc we can arrange for courier collection if required.

You can return a new and unused item for a refund within 90 days, a returns form can be found at the top of this page. Go to Collect+ to buy your label

Yes, of course, if more convenient. Stores can process a refund or exchange, please bring your new / unused goods and a copy of your order email (on your phone is ok.

Please include the information requested on the returns form. If we have any issues finding your order we will give you a call or email, so please ensure these are included.

The easiest method is place and order the correct size and simply send the incorrect ones back for a refund. We can process an exchange but can't reserve stock awaiting the return. To do this return your order to us with the returns form, tick the box for exchange and include a detailed description of the size and colour you wish to exchange this for.

Once received, we will check the stock of your requested item and despatch the exchanged item to you.

You will receive an email with your tracking information after despatch.

We have partnered with Collect + to offer easy returns. Customers love the convenience of organising a return and dropping it off at the local Collect + store.

Collect+ costs £3.99 upto 10kg and 60x50x50cm click here, put your order number in and buy a label.

Delivery to us typically takes 3-4 working days and you can track this progress online.

We don't offer free returns for unwanted or unsuitable orders back to us, you're welcome to drop an order back into one of our stores.

All goods must be in a new and unused condition. All product packaging, labels and tags must be included. For unwanted items, the order will be refunded excluding any delivery charges. Please don't write or stick returns labels to the product packaging itself but use an outer bag or box.

Tents, awnings, canopies & extensions - Please note that once a tent, awning, canopy or extension has been pitched outside we are unable to accept it back under the 90-day return policy as it not in a new and unused condition. Please check tent dimensions, floor plans and details carefully or if you are unsure please visit one of our stores or shows to view before purchase.

Footwear - Please note, in the case of footwear returns, please use outer packaging to send the product back. Any shoe boxes defaced by parcel tape, stamps, writing or our returns address etc on will not be accepted and will be returned to you.

Climbing Equipment - Safety equipment (climbing gear such as, but not restricted to, harnesses, helmets, ropes, hardware & slings) must be returned in brand new and unused condition as per our returns policy. All packaging including tags and instruction manuals must be present, otherwise we will not be able to accept your return. This is for your own safety and the safety of others.

Underwear - For hygiene reasons we are unable to offer a refund or exchange on briefs, boxers and other underwear returned to us as we are unable to resell these to other customers. Please check the size-chart listed on the product page carefully before ordering underwear, if you require any more detailed sizing assistance then please get in touch and will be happy to measure etc as you require.

Electronics/ data products - returns policy excludes CD/DVD disks, memory cards & data products or any electronic products such as GPS or watches once registered or activated.

Faulty or warranty returns- please go to the Warranty / Service page and complete the claim form is required.

You have a right to cancel your order within a fourteen working day cooling off period following the day after the date of delivery for any unused item purchased through the website under the Consumer Contracts Regulations. This does not apply to any perishable goods, unsealed software or item personalised or made to your specification.

To cancel your order using the Consumer Contracts Regulations, you must e-mail or write to us with your details and order number and state that you are cancelling your order and claiming your rights under these regulations. You must take reasonable care of the items, retain all original packaging, and must not use them. All goods are returned at your own expense, unless the item is deemed faulty or incorrect.

You will receive a refund within fourteen days of your notice to cancel. We advise customers to return a product with the original packaging to insure that the product is not damaged on its return journey.

Returning an order for refund under our 90 return policy without contacting first as set out above does not mean you have claimed your rights under these regulations.