Return and Refund policy

We have developed this policy to ensure that you are fully informed of our refund and returns methods and procedures. This policy applies to (UK) country.

14 DAY RETURN POLICY

If you would like to return an item for a refund, please notify us by email to info@whenyoureoutdoors.com within 14 days of delivery.

If you have found a defective product, please send us a photo of a damaged product. We will then send the courier to collect the item for you. We bear the total costs of the case.

We will send you a new item at no extra cost and if you no longer need the item, we will refund the full order amount to the card you used while shopping.

If you have ordered the wrong product and would like to exchange it, you will be responsible for the return shipping costs.

Return and refund conditions:

Return address

Please Note: We do not dispatch and will not receive returned products to our administration office address, please ensure all products are returned correctly to the Partner Supplier.

If in doubt, we are happy to help, just call the customer service team on the number provided.

The product must not be used. As soon as we have received the product, we will refund the order amount. on the card you used when purchasing.

RETURNS PROCESS

To initiate a return, please contact us at info@whenyoureoutdoors.com
 or call +44333 050 3312 .

If your return is accepted, we will send you a return shipping label and instructions on how and where to go. send your package.

Items returned to us without first submitting a return request will not be accepted.

DAMAGED AND WRONG PRODUCTS OR ISSUES

Please check your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so we can assess and resolve the problem.

To return your product, you must contact our email.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

Customers who arrange to have their items sent on to a new address: 

If you independently arrange to have an item shipped from the delivery address stated on your order to a different address, for example to another country, it is your responsibility to completely check the item for any damage or manufacturing defects before the item is shipped to the new address and contact us immediately to report any issues. 

We will not be held responsible for any damage that is caused by courier companies that have not been contracted by When You’re Outdoors or its suppliers, and you will be required to prove that any damage found was caused during the manufacturing process or by our courier when it was first delivered to the address on your order. 

Likewise in the event of an incorrect item being sent, it is your responsibility to check the item is correct before sending it to a new address.

Again, we strongly recommend that you check the item thoroughly as soon as it is delivered and notify us of any issues immediately. 

We will not be held liable for an incorrect item being shipped by yourself to a new address or the courier costs to send the item to or retrieve the item from the new address.  

We will only arrange collections from or replacements of parts to be sent to the original delivery address we have on your order.  

Change of Delivery Address 

We are unable to change a delivery address once an order has been placed, if you have an issue entering a different delivery address when placing your order please contact customer service who will be happy to assist you further.  

Failed Deliveries 

If a customer refuses delivery or misses multiple attempted deliveries of their order and the item is returned to the supplier/manufacturer as undelivered, we are happy to refund or resend the order, however, there will be a charge to cover the attempted deliveries, return delivery, and admin costs.  

Cancelling orders 

If you wish to cancel an order that has NOT been dispatched, you must contact us immediately as we try to arrange the dispatch of all orders as soon as possible.

If you have not contacted us within 30 minutes of placing your order, we are unlikely to be able to stop dispatch.

Therefore, we recommend that you phone customer service team to cancel any orders immediately after placing, if we are able to stop the order before dispatch you will be refunded in full.  

Should you wish to cancel goods that have left the suppliers warehouse, orders will be subject to a returns charge plus an admin charge.

Return charges can vary depending on the size of the product and are determined by our courier company and supplier, you will be informed of this charge at the time of the request.

Once we have confirmation that the item is on its way back to the supplier, this charge will be deducted from the refund when it is issued.

Please note that acceptance to return and refund is not guaranteed once your order is in transit to your stated address, please speak to our customer service who will be happy to assist you.  

Changing your mind once the products are received

Whilst we always aim to make sure our customers are delighted with the service they receive and the products they purchase, if the product is not faulty or damaged, we are unable to offer a guarantee it can be returned or that the full purchase price will be refunded (normally a 15% deduction is applied if accepted for return), as the returned product can not be re-sold as new. 

However, we will work tirelessly with both you the customer and the supplier to reach the most amicable outcome. 

As such, we would urge you to please measure & check once, and measure & check again! This way, you can ensure what you are purchasing will fit the space you have, and prevent disappointment. 

Please Note: We regret that we are unable to offer exchanges or replacements on non-faulty goods.  

Delivery Excess: 

Certain shipments to parts of Mainland Scotland, the Scottish Highlands, Northern Ireland, Republic of Ireland, Europe and other remote or offshore locations in the United Kingdom can take an extra day or two and are subject to an additional 'Excess' delivery charge that is imposed on us by our couriers - you will be contacted prior to dispatch to advise you of this charge. 

We do try to include all affected postcodes in the following list, but there are others than can apply depending on the courier company used to deliver your order.

Please get in touch with us prior to placing your order if you live in an area that usually requires an extra delivery cost.  

Some Products

Please note that some products are dispatched directly from the manufacturer and there are some restrictions on delivery outside of Mainland UK meaning that it may not be possible to deliver to certain postcodes (even if your order goes through at checkout this does not mean that we are able to deliver to your postcode or that the delivery you have paid is accurate, our checkout is an automated service and as such we are unable to adjust it for individual Partner Suppliers/Manufacturers). 

If we can arrange delivery for these postcodes there may be an extra delivery charge, please contact customer service for a quote on delivery before placing your order. 

Please Note: For the Isle Of Man, Isle Of Wight, Channel Isles (Alderney, Herm & Sark) - We are unable to deliver to all of these non-mainland locations.

We will contact you as soon as possible following receipt of your order if there is any additional excess payment to be made towards the delivery of your order. 

Please also note that some of our larger items are also unavailable for delivery to certain offshore or remote locations in the UK. 

This also applies to certain items that come directly from our Partner Suppliers/Manufacturers, which may also include an additional delivery surcharge - you will be notified of this as soon as possible following receipt of your order.  

Goods will be dispatched to the postal address you have given in your order. 

Please note we will not dispatch to PO Box addresses. 

We will make the necessary arrangements for dispatching and delivering the goods to you. Should there be no one at the address to take delivery, our courier will leave a card, giving full instructions for you to re-arrange a more convenient time of delivery.  

If you need to contact When You're Outdoors, you can reach us in the following ways: 

Refunds (if applicable)

Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within a certain number of days.

Refund period:

It takes 5-7 business days for the customer to receive their money back. We will refund the money to the customer's card after receiving the goods.

Please note that we will refund the money to the customer's card immediately upon receipt of the goods. Still, their bank typically takes 5 to 7 business days to process the refund and deposit it into the customer's credit card account.

Late or missing refunds (if applicable)

If you haven't received a refund yet, please check your bank account again first. Please contact your credit card company. It may take some time before your refund is officially posted.

Then contact your bank. There is often some processing time before a refund is posted.

If you've done all this and haven't received your refund yet. Let us know by email at info@whenyoureoutdoors.com or call us on 0333 880 9062.

Write to: When You're Outdoors 13 Frigenti Place, Maidstone, Kent, ME145GJ
Phone: 0333 880 9062
Email: info@whenyoureoutdoors.com

For Any Questions, You Can Easily Contact Us.
Support: Mon - Fri: 9:00 AM - 5:00 PM
Sat - 9:00 AM - 1:00 PM
Sun - Closed

Alternatively: Please send us your message on the live chat, and one of the team should be able to help you a little faster. Thank you.