Returns and refunds
We want your kit to be brilliant and perfect. As far as possible our mantra is: buy well, buy once, buy it for life. We test all the brands that we sell, and only stock the most robust, sustainable, and ethically-sourced kit we can find.
But, if you decide that what you've bought isn't quite the ticket, or if it's a gift that doesn't quite cut the mustard, we offer a two-month (60 day) returns policy.
What if I change my mind?
If perfect, unused goods are not at fault but you wish to return them, you can do so within two months (60 days) of purchase.
We can offer a refund, an exchange or a gift certificate. Please note, we can’t exchange for an item that’s on sale at the sale price, the item will be treated as full price.
If you are exchanging goods bought online please send them to: Outdoor People, Netil House, 1 Westgate Street, London, E8 3RL. To make sure your items arrive safely, we recommend you send them signed-for.
Please make sure your item is returned in a resaleable condition, which means in the original packaging with all tags attached. Unfortunately, we can’t exchange display items (as these will be sold at a heavy discount because of a bit of wear and tear). If the items arrive in a perfect condition, you can expect a replacement article or refund within a reasonable time, usually a week.
NOTE: While the shop is closed and we are all working from home this will take longer, please contact us if you need to return an item.
What if there is a fault with my item?
Just return faulty goods with proof of purchase (your email receipt) and a note detailing the issue and we will either refund or replace. We won’t be able to replace the item if it’s been used for something other than the manufacturer intended (so don’t go putting your Klean Kanteen in the freezer).
Please note – we may need to get a replacement from the manufacturer, and in these instances it will take a little longer than usual to exchange the goods.
Manufacturer’s warranty and repairs
Please read through the warranty details carefully – many of our products will offer a lifetime guarantee, sometimes that is ‘limited’, usually 5 years, and for some it’s really your lifetime. However, a warranty will only apply to faults and reasonable damage that could not be expected, if doesn’t cover normal wear and tear.
We absolutely encourage you to repair your gear, and increasingly, brands are offering this service free of charge. If the manufacturer offers a repair policy then you’ll need to contact them directly.
If this isn't the case, we can often recommend tailors or guidance to do it yourself. If it’s a specialist repair do get in touch and we’ll help if we can.