Terms & Conditions

We want you to be completely satisfied with your order, however, occasionally, you may have double ordered a gift, accidentally ordered the wrong item or just simply do not want it! We understand and will always try to find the most amicable solution for both parties in an acceptable and orderly way. We request that return item records are kept only online and ask that you therefore do not telephone the sales assistants but follow the procedures detailed below. The returns process keeps a full history of our communications accurately and therefore avoids an unnecessary strain in relationships. We target to answer all returns process claims within 2 working days and usually achieve a 1 working day response. Please remember to inspect packages carefully before signing for them - see below in the relevent section.

1) Accessory Sales:

All accessory items purchased are covered by distance seller regulations and do not affect your statutory rights.

We allow 14 days from date of delivery for you to complete a 'returns process' form online, and we will complete a full refund if you follow the correct returns procedure outlined.

All unwanted items must be returned to us in unused, undamaged and resellable condition with all display packaging intact or a deduction will be made to allow us to restore to resellable condition.

You are responsible for the safe return in a reasonable timescale -  and if we ask you to return the items we suggest you use a non priority signed for service to get the best rates. The important issue is to ensure your returns process form is completed in the 14 day timescale

2) Replacement Parts, Spares, Consumables & Special Order Requests

All replacement parts, spares, consumables, component parts or special order items will be subject to a minimum period of 7 days from delivery for a return process form to be completed online. Returned items must be in resellable condition, in original undamaged packaging and unused. These items are subject to a 25% deduction for handling and restocking. You are responsible for return carriage costs and we suggest if we ask you to return the items you use a non priority signed for service to get the best rates. The important issue is to ensure your returns process form is completed in the 7 day timescale.

3) Damaged In Transit Deliveries:

Please remember to inspect packages carefully before signing for them and do not accept parcels with obvious signs of transit damage regardless of how quickly the courier wishes to leave! If you can please reject an obviously damaged parcel and state the reasons why. The courier will return it to us and we can claim on their transit insurance. If you feel confident to sign for a parcel which shows slight transit damage to the outer packaging please do so and as you sign make a note on the package to the effect of  'outer packaging appears damaged - goods uninspected' then sign or even tell the delivery driver he will have to wait while you open the parcel to ensure the contents are intact. If possible please take a digital photograph of damage on your camera or mobile telephone and email to support@outdoorleisureshop.co.uk with the RMA number from the returns process form.

4) Non Return Items:

Certain items are excluded from the distance seller regulations and cannot be returned, exchanged or refunded. These include toiletries, toilet items, any next to skin clothing (such as socks or underwear) consumables & consumable parts (such as aerosol spray, trigger spray, cleaning fluid), gas & fuel cannisters, open or used sleeping bags, sale of declared seconds or damaged items and clearance items where it is clearly stated 'no return'. This is not limited to the areas stated here and common sense must be applied by both us as the seller and the buyer when selecting items.

All Returns Or Damage Notifications

For all returns you are required to fully complete the 'Returns Process' section. This will issue an RMA number which must be clearly displayed if we request you the return package. Once we have responded to your returns process form or request please follow the instructions given. Do not return items until we have responded to your form as in some instances we will ask for return to the maker or distributor direct instead of to our premises. Wherever possible we request as a matter of course that you photograph damage on a digital camera or mobile telephone. the picture(s) can be emailed to support@outdoorleisureshop.co.uk using the RMA number as a reference.

Items returned prior to our response and instruction or without a clearly identifiable RMA number may not be correctly booked in and can cause long delays in response or refund if applicable. 

5) Packaging

We recycle as much as we can so please note that the items you order may not be reflected in the outer box that is delivered to you. The contents will be what you require but there is no need to contact us before opening the box to establish the order is correct. This policy allows us to reduce wastage, landfill and costs which are then reflected in our low online pricing policy.

6) Contract of sale

We make every effore to advertise products and prices accurately, however, from time to time it is possible for mistakes to happen. You the customer make an offer to us when you purchase the item and pay for it on our website, when we despatch the item to you we have accepted that offer. Before we have despatched the item we have not accepted the offer. We take payment at the time of ordering to enhance our security and protect your credit/debit card details, we do not store your card details except for the last four digits and expiry date. We follow the law as we believe to be correct and treat your rights with great respect, for a full description of your rights in regards to pricing disputes please follow this link.