Refund policy

Returns

We offer a 21-day return window for most items, meaning you have 21 days from the date you receive your order to request a return.

Christmas extended returns: Items purchased from 1st December may be returned until 31st January.

Important: This policy is offered in addition to, and does not affect, your statutory rights under UK consumer law.

Return Eligibility

To be eligible for a return, items must be returned:

  • Unworn, unused and unwashed
  • With all tags attached
  • In original packaging (including any dust bags/boxes where applicable)
  • With order number

We reserve the right to refuse a refund (or apply a partial refund) if items are returned in a used condition, with missing packaging/parts, strong odours, marks (including deodorant/makeup), pet hair, or damage not due to a fault.

How to Start a Return

Please use the following link to start your Royal Mail Return: RETURN LINK

Please retain your proof of postage from the post office. If a parcel is delayed or lost in transit, we may need this to support an investigation.

Exchanges

If you need a different size/colour, the fastest option is to return your item and place a new order.

Refund Options (Keepers Benefit)

To reduce waste and keep prices competitive, we offer two refund routes:

  1. Store Credit (recommended)
  • You may choose store credit for your refund.
  • Store credit is typically processed faster and helps us keep return costs low.
  1. Refund to Original Payment Method
  • Refunds to the original payment method may be subject to applicable return deductions (see “Return Fees & Deductions” below).

Return Fees & Deductions (Fair Use)

We want to keep returns sustainable and fair for customers who shop normally.

Standard returns:

  • We may deduct a return handling fee in cases of excessive returning or bracketing (see below).
  • Where deductions apply, they will be clearly shown during the return process and/or communicated by email.

Faulty or incorrect items:
Free returns always apply if your item is faulty or not what you ordered.

Bracketing Policy (Ordering Multiple Sizes/Colours)

Ordering multiple sizes/colours of the same item with the intention of returning some (“bracketing”) increases costs and environmental impact.

We do accept bracketing returns, but the following rules apply:

  • Return window: bracketing returns must be requested within 14 days of delivery
  • Return deduction: a return fee of £3.99 per returned item will be deducted from your refund
  • Outbound shipping recovery: if your order qualified for free delivery and, after returns, the value kept is under £40, we may also deduct £3.49 to cover the original outbound shipping cost (unless the return is due to fault/incorrect item)

If you’re unsure on sizing, please contact us before ordering — we’re happy to help you get it right first time.

Partial Refunds

If an item is returned with missing packaging, parts, labels, or shows signs of use, we may issue a partial refund to reflect loss in value and reprocessing costs.

Non-Returnable Items

The following are non-returnable (unless faulty):

  • Gift cards
  • Hygiene-sensitive items (e.g., underwear/socks where applicable)
  • Personalised/custom items (where applicable)

Sale/discounted items: Returns may be limited to the standard statutory position and/or our reduced goodwill policy for sale items. If a sale item is faulty or incorrect, you are entitled to a remedy.

Faulty / Incorrect Items

If your item is faulty, please return it within 30 days and select Faulty/Broken as the reason.
If you received the wrong item, select Incorrect Item Received.

Items showing wear and tear rather than a manufacturing fault won’t be treated as faulty.

If an issue develops after 30 days, contact our Customer Care team with photos and we’ll work with the manufacturer on a resolution.

Missing Items & Undelivered Orders

Please report missing items or undelivered orders within 21 days of the delivery date (or estimated delivery date).

Include:

  • Order number
  • What’s missing / what happened
  • Tracking updates / courier notes if available

Claims made after 21 days may be outside our investigation window.

Shipping Address Accuracy

Customers are responsible for entering a complete and accurate shipping address at checkout.

If an order is lost or undelivered due to an incorrect/incomplete address provided by the customer:

  • We cannot issue a refund/replacement, and
  • The customer may be responsible for additional shipping costs if re-sending is possible.

If you spot an address mistake, contact us immediately at service@greatoutdoordepot.com. We’ll try to help before dispatch but cannot guarantee changes once processed.

Suspicious or Abusive Returns Activity

To maintain fairness, we monitor for suspicious or abusive activity, including:

  • Excessive returns relative to purchases
  • Repeated claims of non-delivery
  • Returning worn/used items
  • Misclassifying return reasons (e.g., “faulty” when it’s sizing)

In such cases, we may:

  • Apply return fees/deductions
  • Restrict returns to store credit only
  • Shorten the return window
  • Suspend accounts or refuse refunds where appropriate

Returning items that do not match the original order may result in further action.