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Returns

We offer a 21-day return window for most items, meaning you have 21 days from the date you receive your order to request a return.

Christmas extended returns: Items purchased from 1st December may be returned until 31st January.

Important: This policy is offered in addition to, and does not affect, your statutory rights under UK consumer law.

Once your return has been received by our warehouse, please allow up to 5 working days for the return to be inspected and processed.

Return Eligibility

To be eligible for a return, items must be returned:

  • Unworn, unused and unwashed
  • With all tags attached
  • In original packaging (including any dust bags/boxes where applicable)
  • With order number

We reserve the right to refuse a refund (or apply a partial refund) if items are returned in a used condition, with missing packaging/parts, strong odours, marks (including deodorant/makeup), pet hair, or damage not due to a fault.

How to Start a Return

Please use the following link to start your Royal Mail Return: RETURN LINK

Please retain your proof of postage from the post office. If a parcel is delayed or lost in transit, we may need this to support an investigation.

Exchanges

If you need a different size/colour, the fastest option is to return your item and place a new order.

Refund Options (Keepers Benefit)

To reduce waste and keep prices competitive, we offer two refund routes:

  1. Store Credit (recommended)
  • You may choose store credit for your refund.
  • Store credit is typically processed faster and helps us keep return costs low.
  1. Refund to Original Payment Method
  • Refunds to the original payment method may be subject to applicable return deductions (see “Return Fees & Deductions” below).

Return Fees & Deductions (Fair Use)

We want to keep returns sustainable and fair for customers who shop normally.

Standard returns:

  • We may deduct a return handling fee in cases of excessive returning or bracketing (see below).
  • Where deductions apply, they will be clearly shown during the return process and/or communicated by email.

Faulty or incorrect items:
Free returns always apply if your item is faulty or not what you ordered.

Bracketing Policy (Ordering Multiple Sizes/Colours)

Ordering multiple sizes/colours of the same item with the intention of returning some (“bracketing”) increases costs and environmental impact.

We do accept bracketing returns, but the following rules apply:

  • Return window: bracketing returns must be requested within 14 days of delivery
  • Return deduction: a return fee of £3.99 per returned item will be deducted from your refund
  • Outbound shipping recovery: if your order qualified for free delivery and, after returns, the value kept is under £40, we may also deduct £3.49 to cover the original outbound shipping cost (unless the return is due to fault/incorrect item)

If you’re unsure on sizing, please contact us before ordering — we’re happy to help you get it right first time.

Partial Refunds

If an item is returned with missing packaging, parts, labels, or shows signs of use, we may issue a partial refund to reflect loss in value and reprocessing costs.

Non-Returnable Items

The following are non-returnable (unless faulty):

  • Gift cards
  • Hygiene-sensitive items (e.g., underwear/socks where applicable)
  • Personalised/custom items (where applicable)

Sale/discounted items: Returns may be limited to the standard statutory position and/or our reduced goodwill policy for sale items. If a sale item is faulty or incorrect, you are entitled to a remedy.

Faulty / Incorrect Items

If your item is faulty, please return it within 30 days and select Faulty/Broken as the reason.
If you received the wrong item, select Incorrect Item Received.

Items showing wear and tear rather than a manufacturing fault won’t be treated as faulty.

If an issue develops after 30 days, contact our Customer Care team with photos and we’ll work with the manufacturer on a resolution.

Missing Items & Undelivered Orders

Please report any missing items or undelivered orders within 3 working days of the delivery date, or the estimated delivery date where delivery has not taken place.

To help us investigate, please include:

  • Your order number
  • Details of the missing item or issue
  • Images of the packaging received
  • Any tracking updates, courier notes, or delivery evidence available

Claims submitted after 3 working days may fall outside our investigation window and may not be eligible for review.

Shipping Address Accuracy

Customers are responsible for entering a complete and accurate shipping address at checkout.

If an order is lost or undelivered due to an incorrect/incomplete address provided by the customer:

  • We cannot issue a refund/replacement, and
  • The customer may be responsible for additional shipping costs if re-sending is possible.

If you spot an address mistake, contact us immediately at service@greatoutdoordepot.com. We’ll try to help before dispatch but cannot guarantee changes once processed.

Suspicious or Abusive Returns Activity

To maintain fairness, we monitor for suspicious or abusive activity, including:

  • Excessive returns relative to purchases
  • Repeated claims of non-delivery
  • Returning worn/used items
  • Misclassifying return reasons (e.g., “faulty” when it’s sizing)

In such cases, we may:

  • Apply return fees/deductions
  • Restrict returns to store credit only
  • Shorten the return window
  • Suspend accounts or refuse refunds where appropriate

Returning items that do not match the original order may result in further action.