DELIVERY & RETURNS
Refund & Returns Policy
We want returning an item or resolving a problem to be straightforward. Please choose the appropriate option below.
START A RETURN OR SIZE EXCHANGE IN OUR RETURNS PORTAL
For unwanted items, items that do not fit, or returning sizes and colours you do not wish to keep.
[REPORT A FAULTY, DAMAGED, INCORRECT OR INCOMPLETE ITEM — CONTACT FORM]
Our customer service team will help resolve the issue. Please contact us before posting these items back, as a return may not be necessary.
1. Return Window
We offer a 21-day return request window for most items, starting from the day after you receive your order. Please register your return within this period and send the items back within 14 days of notifying us.
Christmas extended returns: Items purchased between 1 December and 24 December may be registered for return until 31 January of the following year, or within our normal 21-day window if that gives you longer. Please send them back within 14 days of notifying us.
These return periods do not limit your statutory rights relating to faulty, incorrect or misdescribed goods.
2. How to Return an Unwanted Item
Please use our Returns Portal to register your return.
Identify the items you are returning and select whether you would like a refund or size exchange. Follow the instructions to obtain your Royal Mail return label and, where available, a QR code.
Only include the items registered for return. If you need to change your return or combine items from different orders, please contact us for assistance.
Pack items securely, include your order number or return reference, and retain your proof of postage until your return has been completed.
If you cannot use the portal, contact us at service@greatoutdoordepot.com. The portal is provided for convenience; your statutory cancellation rights do not depend on using it or obtaining our approval.
3. Return Postage — £4.49 Per Parcel
For change-of-mind returns using our Royal Mail label, £4.49 per parcel will be deducted from your refund. This charge will be shown before you confirm your return.
For example, returning goods worth £25.00 using one chargeable return label would result in an item refund of £20.51, assuming no other applicable adjustments.
This is a return-postage charge. We do not charge a separate processing, handling or restocking fee.
The service is subject to Royal Mail’s size and weight limits. For items outside those limits, please contact us so we can explain the alternative arrangements and direct return cost before you agree to them.
You may arrange your own suitable return service using the return address we provide. If you pay for your own postage, we will not also deduct our return-label charge.
4. Ordering Multiple Sizes or Colours
You may return unwanted sizes or colours through the [Returns Portal].
The usual return window and postage terms apply. There is no additional fee per returned item. Where several registered items can safely be returned in one parcel within the service limits, one £4.49 return-postage charge applies.
If you would like help with sizing before ordering, please contact us.
5. Size Exchanges — Free Return Postage
If you would like to exchange an item for a different size, select Size Exchange in the [Returns Portal] and specify the size required.
Return postage is free for genuine size exchanges using the service arranged by us. Replacement sizes are subject to availability.
If the requested size is unavailable, we will contact you to discuss your options. If you choose a refund instead of an exchange, the usual change-of-mind return-postage terms apply.
6. Faulty, Damaged, Incorrect or Incomplete Items
Please use our [Contact Form] so our team can help put things right.
Include:
- Your order number or other proof of purchase
- The affected item and a short description of the issue
- Photographs of the problem, where practical
- For delivery damage, photographs of the packaging and delivery label, where available
Please retain the item and any packaging you still have while we assess the issue. Original packaging is not required to exercise your statutory rights.
Please contact us before sending the item back, as a return may not be necessary. We may be able to resolve the issue using the information you provide, although an inspection may be needed.
Depending on the circumstances and your statutory rights, the resolution may include a refund, repair or replacement. If a return is required because the goods are faulty, damaged on arrival, incorrect or otherwise do not conform to the contract, we will arrange an appropriate return at our expense or cover reasonable return costs.
Normal wear and tear, accidental damage and misuse do not themselves establish a manufacturing fault. This does not affect your rights where goods were faulty, insufficiently durable or otherwise failed to meet legal requirements.
7. Item Condition
For change-of-mind returns, you may inspect and try on items as you would in a shop. Please take reasonable care of them and return tags, accessories and original packaging wherever possible.
For returns made solely under our additional voluntary return periods, items must be unused, unworn other than for trying on, unwashed and returned with their original tags, packaging and accessories.
These conditions do not restrict your statutory rights.
8. Refunds and Processing Times
Once your return reaches our warehouse, we aim to inspect and process it within 5 working days.
Refunds will be issued to your original payment method unless we agree otherwise. Your payment provider may take additional time to display the credit.
For statutory change-of-mind cancellations, we will refund you without undue delay and within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier.
For faulty goods, refunds will be made within the applicable statutory timescales.
If you cancel your entire order under your statutory cancellation rights, we will also refund the original standard delivery charge. If you selected premium delivery, we only have to refund the equivalent standard delivery cost.
For partial change-of-mind returns, the original delivery charge will not normally be refunded. We will not add a retrospective outbound delivery charge simply because your retained order falls below a free-delivery threshold.
9. Deductions for Reduced Value
For statutory change-of-mind returns, we may reduce your refund where handling beyond what is reasonably necessary to inspect the item has reduced its value.
This may include wear beyond trying on, washing, damage, stains, strong odours or missing components.
Any deduction will reflect the actual reduction in value, and we will explain its reason and amount. We do not automatically deduct money because packaging was opened to inspect or try on an item.
10. Exceptions to Change-of-Mind Returns
Where permitted by law, change-of-mind returns are not available for:
- Goods made to your specifications or clearly personalised
- Sealed goods unsuitable for return for health or hygiene reasons once unsealed
Any applicable exclusion will be explained before purchase.
Gift cards are subject to their separate terms and any applicable statutory cancellation rights.
These exceptions do not remove your rights where goods are faulty, incorrect or not as described.
11. Need Help?
For assistance with a return, please contact us through our Returns Portal or email service@greatoutdoordepot.com.
Nothing in this policy affects your statutory rights under UK consumer law.