Refund and Returns Policy

Refund & Returns Policy

Last Updated: 18/02/2025

Thank you for shopping at Awesome Outdoor Gear. We aim to provide quality outdoor gear, but if you are not satisfied with your purchase, this policy outlines your options for returns, refunds, and exchanges.

1. Your Right to Cancel (UK Consumer Law)

Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel their order within 14 days of receiving their goods.

  • To cancel, you must notify us at returns@awesomeoutdoorgear.co.uk within 14 days of receiving your order.
  • You must return the item within 14 days of notifying us.
  • You will receive a refund within 14 days of us receiving the returned item.
  • Return shipping costs are the responsibility of the customer unless the item is faulty.

Exceptions to Cancellation Rights

The 14-day right to cancel does not apply to:

  • Personalised or custom-made items
  • Perishable goods (e.g., food, fuel, batteries if opened)
  • Hygiene-sensitive items (e.g., sleeping bags, water filters, unless unopened)

2. Returns & Refunds Policy

If you are not satisfied with your purchase, we accept returns under the following conditions:

2.1 Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged in transit, or incorrect, you are entitled to a replacement or full refund.

  • Contact us at returns@awesomeoutdoorgear.co.uk within 7 days of delivery with:
    • Order number
    • Photos of the item and packaging (if damaged)
    • Description of the issue
  • We will arrange a free return or replacement.

2.2 Change of Mind Returns

If you change your mind, you can return the item within 30 days, provided it is:

  • Unused and in its original packaging
  • In a resellable condition (no signs of wear or damage)

Important: As we use third-party suppliers for fulfilment, the return address may vary. Contact us before returning an item so we can provide the correct return address.

Return shipping costs for change-of-mind returns are the customer’s responsibility.

3. Refund Process

  • Once we receive your return, we will inspect the item and process your refund within 5-7 working days.
  • Refunds are issued to your original payment method.
  • Shipping costs are non-refundable unless the item is faulty or incorrect.

4. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us at returns@awesomeoutdoorgear.co.uk.

5. Non-Returnable Items

We cannot accept returns or refunds on:

  • Items not in their original condition (damaged, used, missing parts)
  • Items returned after 30 days (unless faulty)
  • Perishable, hygiene-sensitive, or personalised items

6. How to Return an Item

  1. Contact us at returns@awesomeoutdoorgear.co.uk to confirm your return eligibility.
  2. We will provide the correct return address (as we work with multiple suppliers).
  3. Securely package the item and include your order number inside the parcel.
  4. Use a tracked shipping method (we are not responsible for lost returns).
  5. Once received, we will inspect the item and process your refund.

7. Contact Us

If you have any questions about our Refund & Returns Policy, please contact us at:

returns@awesomeoutdoorgear.co.uk