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Frequently Asked Questions

VIEWING & PURCHASING A WILLERBY HOLIDAY HOME

Where can I view a Willerby Holiday Home?
Approved Distributors

If you've not yet decided on a particular holiday park, and would like the opportunity to view a wide variety of models, then arrange a trip to a Willerby-approved distributor. The knowledgeable staff will also be able to provide you with information on various holiday parks in the area you're considering, and advise you on what's involved in the buying process. Click here to use our search facility to find your local distributor.

Holiday Parks

If you already have a particular park in mind for your holiday home, many approved parks work in conjunction with our network of approved Distributors and have new Willerby holiday homes available onsite to view and purchase. Click here to use our search facility to find holiday parks in your preferred area.

Shows & Exhibitions

Willerby regularly showcases its products at various regional and national shows and exhibitions across the UK. To find out where we're showing, please look at our upcoming events and shows on our news section, or on our blog.

Where can I purchase a Willerby Holiday Home?

As the UK's leading manufacturer of holiday homes and lodges, Willerby sells its products through a nationwide network of parks and approved distributors.

Distributors

If you've not yet decided on a particular holiday park, and would like the opportunity to view a wide variety of models, then arrange a trip to a Willerby-approved distributor. The knowledgeable staff will also be able to provide you with information on various holiday parks in the area you're considering, and advise you on what's involved in the buying process. Click here to use our search facility to find your local dealer.

Holiday Parks

If you already have a particular park in mind for your holiday home, many approved parks work in conjunction with our network of approved Distributors and have new Willerby holiday homes available onsite to view and purchase. Click here to use our search facility to find holiday parks in your preferred area.

Why can't I buy my holiday home direct from you?

The process of buying a holiday home is slightly different to buying a touring caravan. The holiday home will be located on a permanent pitch on a park, and therefore the point of sale will be with the park or their agent. Willerby promotes and sells its products through a nationwide network of approved parks and distributors. Our selected partners have vital local and product knowledge to support you through the sales process. Our partners will also be on hand to assist you with any after sales support and ongoing advice regarding the use of your holiday home, along with suitable finance solutions, insurance and maintenance services. For these reasons Willerby work in conjunction with their partners in a supportive chain rather than selling direct to the public.

If you wish to purchase a Willerby product, please contact your local park or distributor.

Can I buy a holiday home directly from you if I want to put it on my own private land, rather than on a park?

No - Willerby promotes and sells its products through a nationwide network of approved distributors. Our selected partners have vital local and product knowledge to support you through the sales process. Our partners will also be on hand to assist you with any after sales support and ongoing advice regarding the use of your holiday home, along with suitable finance solutions, insurance and maintenance services. For these reasons Willerby work in conjunction with their partners in a supportive chain rather than selling direct to the public.

If you wish to purchase a Willerby product, please contact your local park or distributor.


PRICING QUESTIONS

Why are the prices on your website different to the price that my park or distributor is quoting?

Willerby's website details the manufacturer's ex-works recommended retail price. In simple terms, this is the price payable for the finished product at our manufacturing site, excluding delivery, siting and connection, steps, decking, ground rent or costs relating to pitch grading (e.g. front row pitch with best views).

It is quite normal for parks and distributors to quote a more comprehensive, rolled-up 'on-site price' covering all costs associated with buying and siting a holiday home on a particular pitch. This inclusive price will include the unit itself, plus any extras, haulage, siting and connection, steps, decks, ground rents and any costs associated with pitch grading. Please ensure you confirm with the park exactly what this price includes - as well as any additional annual costs - before completing your purchase. Further advice is available from the British Holiday Park Association: www.bhhpa.org.uk

Remember, you are not simply buying a holiday home from the park or distributor - you are buying a complete package: the home, the park and its facilities, and the location. The final price you pay will reflect that.

Where can I find a price list for the optional extras?

Your supplying park or distributor will be able to provide you with prices on any of the optional extras you are considering adding to your holiday home order. They will also be able to advise regarding any production lead times relating to your preferred specification and detailed options.

Valuation Enquiries on Old Models

If you would like a valuation of your existing Willerby product, please contact your park owner or your local Willerby distributor who should be able to help you with your enquiry.


PRODUCT RANGE QUESTIONS

How often do Willerby bring out new models?

Every year we strive to create new product ranges to reflect the fast-changing interior design and lifestyle markets, as well as refreshing our existing ranges to ensure they remain in line with market trends. We bring out individual new models at various times in the year, so keep an eye on our website and social media sites (Facebook, Twitter & WillerbyView) for regular updates.

Do you have any models suitable for wheelchair users?

Yes. Willerby have created wheelchair-friendly versions of the popular Rio Gold and Rio Premier models, designed specifically to provide wheelchair users and their families with a safe, easy access, functional but relaxing holiday home. Click here for more information on our Wheelchair Friendly models.


TECHNICAL QUESTIONS

Where can I get technical advice on my holiday home?

In the first instance, you should contact the company who sold you the holiday home i.e. your park or distributor. They should be able to answer the majority of queries.

If they cannot, your park or distributor will contact Willerby for support. Generally this will require them to report the issue to Willerby via our web portal, so that we can log the request and look into the query. We are unable to log an issue on the system without it being submitted by the park/distributor directly.

If you are not satisfied with the response from your park or distributor, please email your enquiry, along with your holiday home serial number to csenquiries@whh.co.uk. Your serial number can be found in the boiler cupboard, under the side exterior door or on the rear external panel of your holiday home (see below for more information).

I need a replacement part for my holiday home. What do I need to do?

Please contact the company who sold you the holiday home i.e. your park or distributor, and let them know what you need. It is their responsibility to you, as their customer, to contact Willerby on your behalf and we will supply the part.

If the part you require falls under the Willerby warranty, we will supply the necessary part free of charge. If it does not fall under the warranty, in most cases Willerby will be able to supply the part to you directly at a cost.

How long are you able to supply parts for i.e. what age of holiday home?

Willerby endeavour to supply Willerby-specific spare parts for our holiday homes for eight years from the time of their production. For models older than this, we advise that customers contact Arleigh International, who specialise in parts for older products. They can be contacted on 02476 390100, or visit their website: www.arleigh.co.uk.

Can I make changes to or modify my holiday home?

We do not recommend that you make any modifications to your holiday home, as it has been manufactured to a standard specification that is not designed to be altered. Internal furniture and fittings are often integral design elements designed to support the structure, and these should not be removed. If your holiday home is still within warranty, please be advised that making any changes/modifications may also invalidate the policy.

Can the electric fire in my holiday home be converted to a gas fire?

We do not advise that this change is made - the holiday home you purchased was not built to accommodate a gas fire. If your holiday home is still within warranty, please be advised that making any changes/modifications may also invalidate the policy.

Where can I find the serial number of my holiday home?

You will find the serial number either on your paperwork from your purchase, or on the holiday home itself. It will be in one of these formats: WT1234/001, WB1234/001, B1234/001, PR1234/001, 1234/001.

Your serial number can be found in the boiler cupboard, under the side exterior door or on the rear external panel of your holiday home. The diagram below should help you to locate this information:

Where can I find the serial number of my holiday home?
Is it possible to fit double glazing and/or central heating to my existing holiday home?

Willerby do not retrospectively fit double glazing or central heating systems, but there are many caravan repair specialists who do provide these services. Your supplying park or distributor should be able to make a recommendation. However, please be advised that if your holiday home is still within warranty, modifying your holiday home in this way may invalidate the policy.


WARRANTY RELATED QUESTIONS

What warranty do you offer on your holiday homes?

Willerby's warranty schemes are the most comprehensive in the industry, offering unrivalled cover and protection for your holiday home or lodge. These policies underline our confidence in our products, as well as our commitment to providing our customers with total peace of mind.

In addition to our 1 year manufacturer's warranty, we also offer a 3-year Parts Warranty, 5-year Structural Warranty, and a 12-year Chassis Warranty. Click here to find out more about our industry-leading warranty schemes.

Can I extend the warranty on my holiday home?

Many distributors and park operators offer comprehensive packages which allow you to extend the warranty on your holiday home. However, please be aware that these packages are independent of Willerby and are sold as insurance based policies.

How do I make a claim under my warranty?

You must contact the company who sold you the holiday home i.e. your park or distributor, and inform them of your concerns. We recommend you detail your warranty claim in writing with supporting photographs if applicable.

It is then their responsibility to you, as their customer, to report the issue to Willerby via our web portal, so that we can look into the query. We cannot log an issue on the system without being contacted by the park/distributor directly.

Who can carry out warranty work on my holiday home?

Only Willerby engineers or Willerby-approved contractors can carry out warranty work on your holiday home.

Any issues regarding your holiday home must be reported via the company who sold you the product i.e. your park or distributor, and these issues logged on the Willerby system. We will then inform you via your park/distributor who will be carrying out any required warranty work on your behalf.