Returns
Our Returns Policy - the quick version!
It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service. Please ensure that the service you use covers the value of the goods in the parcel. Return shipping costs are non-refundable. If you wish to exchange an item for any reason the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund. Returns Summary What we can do
- We offer a 30 day returns policy.
- We offer free post on your first exchange.
- We will only refund return postage costs on damaged/ faulty goods.
- We will only credit up to £10 on your return postage – if it is going to cost you more please contact us first we can collect!
- Refunds will only be returned to the original payment method – this may take up to 10 days to appear depending on how you paid.
What we cannot do
- We cannot refund your return postage if you have changed your mind or ordered incorrectly.
- Accept returns where the goods or packaging is lost, damaged or not in the condition you received it in.
- Accept returns without a completed returns form – items received without the correct paper work will severely delay the returns process.
- We cannot accept returns on food, energy products, videos, DVD’s, face masks, personalised goods, software, gift vouchers, safety equipment or under garments.
- We are unable to offer a refund without proof of purchase.
What you need to do
- Always hold on to your packaging until you are completely satisfied with your purchase – we cannot accept returns without this.
- Try and keep packaging intact as damaged packaging may invalidate your right to a refund.
- When returning your order under warranty please make sure any items of clothing, footwear or bikes have been suitably cleaned – failure to do this may severly delay or invalidate your warranty claim.
- It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service. Please ensure that the service you use covers the value of the goods in the parcel.
Rutland Outdoor online returns policy
At Rutland Outdoor we will only send you quality products. We check your order thoroughly before we send it out to make sure everything is in perfect condition, and we package your items carefully so they don’t get damaged in transit. However, if you need to return an item, we will happily exchange it or give you a refund.
We offer a “no-hassle” returns policy and are happy to accept items back in their original, resaleable condition for a refund or exchange if they don’t fit, you’ve ordered the wrong things, the items are damaged or faulty upon receipt or you simply don’t like what you’ve ordered. (Please note that DVDs, software and magazines are exempt from this policy and may not be returned.)
If you would like a refund, please return your item(s) to us within 30 days of receipt. Exchanges can be be made up to 30 days after you receive your order. Goods must be accompanied with original proof of purchase and a completed returns form.
In-store returns policy
We offer a “no-hassle” returns policy for items bought in store and are happy to accept items back in their original, resaleable condition, within 30 days of purchase date, for a refund or exchange. Goods must be accompanied with original proof of purchase.
How to return items purchased on rutlandoutdoor.com
There is no need to contact us before you make a return; unless you think that our help and advice may avoid you having to return the goods (in the case of a fitting problem, etc).
Goods must be complete, in pristine and resaleable condition, in their original packaging and must not be fitted or used. We recommend you obtain proof of postage, as we cannot be held responsible for goods lost or damaged in transit.
Please ensure that you include the following with your return:
- Your original proof of purchase (included with your order, or you can print out our order confirmation email)
- Our completed returns form
Refunds and/or exchanges will be issued once the products have been received and inspected by Rutland Outdoor.
Postage costs for returns and exchange items
We do not offer free returns because we aim to keep the cost of the product as low as possible. Of course, if goods are found to be faulty we will reimburse your return postage up to the value of Royal Mail 1st class post.
If you would like to exchange an item, we will happily send out a replacement product free of charge of postage. In the rare event that you need to make further exchanges of the same order, we will add our return postage cost to your new invoice (currently £2.99 for small, low-value items, £5.99 for large packets and £15.00 for oversize/high value items including large tents, car racks, video cameras).
If you are returning an item for a refund, then we can only refund the original amount paid for the item, plus any initial shipping costs you may have incurred. We cannot refund your return postage for items where you have changed your mind about keeping them. If you are returning a large, heavy or high-value item, e.g. large tent or video camera then please do contact us first, as we can often save you money on return postage by using our couriers.
Received the wrong item?
Believe it or not, we do make the occasional mistake! If we’ve sent you the wrong item, please accept our apologies. We’ll be happy to give you a refund/exchange, and refund your postage costs (up to a maximum of £10) for returning the item. If you are returning a large, heavy or high-value item, e.g. a 10 man tent, please contact us to arrange a collection as this will generally cost you more than £10 to post back.
Please return the item to us within 30 days of receipt, enclosing your original proof of purchase (included with your order, or you can print out our order confirmation email), and a completed returns form. Goods must be complete, in pristine and resaleable condition, in their original packaging and must not be fitted or used. We recommend you obtain proof of postage, as we cannot be held responsible for goods lost or damaged in transit.
Refunds and/or exchanges will be issued once the products have been received and inspected by Rutland Outdoor.
What if I want to exchange an item but no alternative is available?
If we don’t have an alternative item in stock, then provided you’ve returned your unwanted item to us within 30 days, we’ll offer you a refund.
International returns
For international returns, please contact us first, so we can organise the most cost effective method: call +44 (0)1572 332 032 (lines open Mon-Fri, 9.30am-5pm), or email enquiries@rutlandoutdoor.com.
Returning faulty, damaged or broken items
All goods purchased from Rutland Outdoor are coved by a full warranty. The duration of this warranty is at least 1 year from date of purchase, and some manufacturers offer extended warranty. Generally speaking, warranties cover manufacturing faults and defects but do not cover damage caused by abuse, general wear and tear, etc.
If your faulty item is a previous year’s model and still under warranty, we may not be able to offer an exchange if the model has been discontinued or is unavailable. Should this situation arise, we will offer a repair, a suitable alternative or a refund, provided the fault is covered under warranty.
Step 1: If you feel that the product you have purchased from Rutland Outdoor has developed a fault, then please email or call us on 01572 332 032 (lines open Mon-Fri, 9am-5pm) before returning goods, as many problems may be solved without you incurring postage costs.
Step 2: If you need to return a faulty, damaged or broken product to us:
- Please make sure it’s clean and dry, and not covered in muck.
- Please wash all clothing items.
- Please enclose your original proof of purchase and a completed returns form
We recommend you obtain proof of postage, as we cannot be held responsible for goods lost or damaged in transit.
We will refund 1st Class Royal Mail postage costs of returning faulty, damaged or broken items. You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost. If you are returning a large or heavy item e.g. a 10 man tent, please contact us to arrange a collection (if you choose to post large items yourself, we can only offer a refund of up to £10).
Please note that the goods you are returning are your responsibility until they have reached our returns location.
If you live outside the UK, please email us with details of the item(s) you wish to return and we will contact you with the best way to return them.
Returns address
All returns should be made to the following address:
Rutland Outdoor Web Returns,
Unit 3, Manton Engineering
Wing Road,
Manton,
Rutland.
LE15 8SZ
Returns forms
Download our returns form