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Returns information and satisfaction guarantee
Satisfaction guarantee
Our satisfaction guarantee enables you to return any unsuitable items to us for exchange or refund within 90 days of receipt. You can shop with confidence knowing that there is no problem in returning items to us within this time period providing items are returned in an unworn, resalable condition with all appropriate tags and packaging intact. Please see our terms and conditions for our full returns policy.
Apart from suspected faulty items you do not need to contact us prior to returning goods providing the return is within our return terms and conditions. Our satisfaction guarantee is in addition to your statutory rights.
In all cases please complete our online returns process at www.outdoorandcountry.co.uk/returns using the order number in your confirmation and despatch emails. Further detail on why we require this can be found below.
Free UK returns
For UK returns we offer a FREE of charge returns facility allowing you to conveniently return product, by either depositing them in a conveniently located InPost Locker or with the Royal Mail via the Post Office. To benefit from either facility, our online returns process must be completed. Further detail of each return method is listed below.
If the online returns process cannot be completed for whatever reason, or the return is from outside of the United Kingdom then the customer is responsible for the cost of returning the parcel to us.
Free UK returns with InPost Lockers
Instant returns with ‘InPost Lockers’ allow you to return your product to an InPost Locker (thousands of locations UK wide). Simply take your return to your local InPost Locker and scan your QR code (obtained via our returns portal). InPost Lockers are contact free and available 24/7, meaning no printer is required to make a return (but a smart device is needed).
After completing our online returns portal process, you will have the option to download and be emailed the InPost QR code. This QR code is then used to deposit your return to your most convenient InPost Locker. Locker locations can be found via the InPost website by entering your postcode. At the locker, simply scan the QR code you receive via email, put your parcel in the locker and you’re done.
There’s no need to put a label on the box as this is completed by the courier, but all items will need to be within one parcel which is no bigger than 41cm x 38cm x 64cm and the parcel securely sealed.
Free UK returns with Royal Mail
Following completion of the online returns process you will be able to generate a free Royal Mail returns label. The label will need to be printed off and attached to your return parcel. The parcel must then be returned via a Post Office.
Our free Royal Mail returns label covers the cost of returning a parcel to us from any UK Post Office, and includes insurance, so it’s not necessary to purchase additional insurance (even if the Post Office offers it). Parcels are subject to maximum 20kg and 610mm x 460mm x 460mm limits, if the parcel is heavier or larger than this simply contact us and we will take care of this for you.
When returning an item via a UK Post Office it is essential that you obtain a Certificate of Posting and a parcel tracking number. Both these items are free of charge and are necessary for us to trace your parcel in the unlikely event that it goes missing on its way back to us. We are only able to process your return when we receive your parcel, or in the case of loss when using our free returns service, we will only process the return of lost items when the Royal Mail has accepted and processed our claim for loss. If returning items from outside the UK please refer to the additional information below.
Returns procedure
Using our online returns facility you will be able to indicate which items you are returning to us, for what reason and if you would like a refund or exchange. In the case of exchange you will be required to specify which item(s) you would like in exchange (subject to availability). Completing the online returns form ensures we are able to process your return as quickly and efficiently as possible when we receive it. It also enables you to reserve exchange stock rather than waiting for us to receive your parcel back. For UK orders we will provide a free of charge UK returns label at the final stage of the online returns process. For returns from outside the UK an address label only will be provided as in these cases the customer will be responsible for the cost of return postage. Although if returning a suspected faulty item from outside the UK, please contact us prior to returning the item for further guidance and assistance.
It is essential that any unsuitable items, unless faulty, are returned in a re-saleable condition. This means that items must not be worn, used, soiled or damaged. We expect you to take good care of items whilst in your possession, for instance please do not write on or otherwise mark shoe boxes, as we will not be able to refund items if they are defaced, used, soiled or damaged, such items will be returned to you.
To return items complete the online returns form at www.outdoorandcountry.co.uk/returns during which we will provide all the necessary information to enable you to return your unwanted item(s) to us. Including a free UK returns label where appropriate. Securely package your returned item(s) and return to us at the address given at the end of the online returns process. In order to complete the online returns process you will need your order number (shown on your despatch and order confirmation email) and your post code.
When returning parcels via the Post Office we recommend that you obtain a Certificate of Posting and parcel tracking number as these are necessary in order to claim for loss in the unlikely event that your parcel goes missing. We are only able to process a return when we have received it. Returns are processed as quickly as possible, generally within two working days of receipt, although this may vary at peak times such as during sale and immediately following Christmas. We will use our best endeavours to process all returns as quickly as possible. If returning items for exchange and the exchanged items are required urgently, we recommend placing a new order and returning the unwanted item(s) for refund. This will ensure the new order is despatched as quickly as possible. Unless specified otherwise, exchanges will be processed using the same delivery service as your original order, i.e. if your original order was placed using our express delivery service then your exchange will also be placed using this service by default. During the online returns process you will be offered the choice of all available delivery methods for your exchanged order. Please select which delivery method is most suitable for you. You will also be asked to pay any balance owing during the online returns process. Any refund will be made to your original method of payment. All items are subject to availability, so in the event that your requested exchange item is not available we will automatically issue a refund.
Items cannot be reserved prior to receiving your return without completing the online returns process. When you have completed the online returns process we will send you a confirmatory email, providing you have provided us with a valid email address. We will also send an automated email when your returned parcel is processed and any refund processed or exchange order despatched.
Only goods that have been purchased from Outdoor and Country can be returned to us. If you have purchased goods from another retailer they cannot be returned to us.
If you wish to return items under the framework of the Consumer Contract Regulations, you must cancel your contract and notify us in writing in accordance with our terms and conditions.
If you choose to retain the items beyond our 90 day return period we will be unable to offer a refund or exchange. After 30 days we will consider you to have had sufficient time to inspect the items for any faults and thus to accept them. In the unlikely event that items become faulty after this time, and are within the manufacturers stated guarantee period, we will either repair or replace the items at our discretion. If we are unable to repair or replace the items then we may offer a refund. Any items suspected to be faulty must be returned to us for inspection and if necessary, may be returned to the manufacturer for their expert opinion before being accepted as faulty. When items are returned for inspection, we kindly ask that they are returned free from heavy soiling (including the soles of boots/shoes) and in a dry condition so the fault can be located. Damage or deterioration as a result of normal wear and tear does not constitute a fault. Any faulty item replaced which subsequently develops a fault will be replaced only under the terms of the manufacturer’s warranty and within the warranty period from the original date of purchase. We will be unable to replace items which are outside of the manufacturer’s warranty period and may limit customers access to our site and / or products where we believe an abuse of our returns policy has occurred.
*A working day excludes weekends and is only Monday – Friday, excluding public holidays.
Additional overseas return information
When returning goods from outside the UK you must attach a customs declaration describing the goods as ‘British Returned Goods’ only. Items returned with incorrect customs declaration may be delayed in customs and may lead to the parcel being returned to sender. We are unable to accept any parcel with customs charges payable, such parcels will be refused and returned to sender. We are unable to refund any import duties or local taxes in relation to returned or exchanged goods. In some circumstances refunds may be available from your local customs office. For further information please contact the relevant customs office directly. In cases where the item is deemed to be faulty we will only refund a maximum of £15 towards any return delivery charges incurred. Please note that our free returns label is for the UK via the Royal Mail and is not available for returns outside of the UK.