Here at e-outdoor we strive to offer an excellent service to every single customer.
If you're not entirely satisfied with your order, you may return it to us within 60 days for an exchange or a refund. Below is common questions regarding returns and exchanges.
West March Industrial Estate
How do I return an item?
We suggest that goods are sent via signed for delivery with adequate insurance cover by a reasonably priced courier or Royal Mail. This ensures that if parcels are lost or damaged in transit, your loss will be covered by the carrier. Standard post does not offer compensation and e-outdoor does not accept liability for lost or damaged return parcels. We recommend Interlink Direct for items 1kg and over.
- Fill in the returns section found at the bottom of your A4 order invoice.
- Peel off the returns address label (Please note that the label is not freepost)
- Carefully package your item including your original A4 order invoice
- Post the item back to us.
How do I exchange an item?
First check the item you want to exchange is in stock on our website.
Then simply follow our returns procedure, sending the incorrect item back to us.
When we receive the returned item(s), we will dispatch the new item to you.
Why do I have to pay for returns?
We do not offer free returns because we aim to keep the cost of the product as low as possible. If you need an alternative size or colour, we will happily send a replacement product out free of charge of postage.
If goods are found to be faulty we will reimburse any cost incurred.
Have you received my return?
Our operators will be able to confirm if your return has been received. We recommend you keep proof of postage and consider parcel insurance when you send your items back to us.
Please note that e-outdoor are not liable for any parcels damaged or lost in transit when being returned.
Where is my refund?
Refunds are processed on receipt with payment credited to your original payment account.
Payment will take 3-5 days to be credited from receipt of return. Delays will occur if the returns slip is incomplete or original tags are not included in your return parcel.
Is there anything I can't exchange?
Items returned for exchange must be in their original condition with their labels and tags. Items must not:
- Have been worn outdoors.
- Be dirty, soiled or wet
- Be marked, damaged or scratched.
Please note we can not accept returns on climbing equipment due to the laws on the sale of PPE equipment. For health and hygiene reasons, we are unable to accept the return of underwear that has been worn.
What if my item is damaged, defective or incorrect?
We strive to offer the best possible service, but very occasionally, things do go wrong. If you receive an item that’s damaged, or defective, you can return it to us, for a replacement or full refund including the cost of returned postage. If you elect to receive a replacement item, we will dispatch the replacement free of any delivery charge. You must return the item with all tags and by the cheapest way possible usually, Royal Mail signed for.
In the event of us sending you a replacement for a damaged, defective or wrong item, you must return the original item to us within 30 days. E-outdoor reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to us within 30 days of the date on which e-outdoor confirms we will issue a replacement.
This returns policy does not affect your statutory rights.