Returns policy
We want you to feel confident when shopping with us and aim to make the returns process as simple and fair as possible.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order:
• Before it has been dispatched
• Within 14 days of receiving your goods
Once you have notified us that you wish to cancel, you have a further 14 calendar days to return the goods to us.
How to Cancel or Return an Item
To start a return, please contact our team at:
Please include your order number and details of the item(s) you wish to return.
While we recommend contacting us before sending goods back so we can assist with the process, this does not affect your legal right to cancel.
Once we receive your request, we'll provide full return instructions.
Return Conditions
We understand that you may need to inspect your item on arrival.
To be eligible for a full refund, items should:
• Be returned in a resalable condition
• Include the original packaging where possible
• Be complete with any accessories, instructions and components supplied
If an item has been handled more than necessary to establish its nature, characteristics and functioning, and this reduces its value, we may make a reasonable deduction from your refund.
If a product has been assembled, installed, modified, or otherwise handled beyond what is reasonably necessary to inspect it, we may make a deduction from any refund to reflect the reduction in value of the goods.
Assembly & PDI (Pre-Delivery Inspection) Charges
Where installation or a Pre-Delivery Inspection (PDI) service has been purchased, these charges are separate from the cost of the goods.
Once an installation, or PDI service has been booked and carried out, the associated charges are non-refundable where the goods are subsequently returned due to a change of mind.
Nothing in this section affects your statutory rights where goods are faulty, damaged, incorrect or not as described.
Nothing in this section affects your statutory rights in relation to faulty, damaged, incorrect, or misdescribed goods.
Packaging & Sending Your Return
Before returning your item, please:
• Package it securely to prevent damage during transit
• Include proof of purchase (such as your order confirmation)
• Take photographs of the item before dispatch as a record of its condition
For change-of-mind returns, the goods remain your responsibility until they have been received and signed for at our warehouse.
Large or Bulky Items
Many of our products are large, heavy or unsuitable for return using standard parcel services.
If you wish to return a large or bulky item, please contact us before arranging a return.
We can arrange collection on your behalf where appropriate. For change-of-mind returns, the direct cost of collection may be deducted from your refund or charged separately. We will advise you of any collection costs before arranging collection.
Returns Address
Outdoortoys
Unit 6, Severn Farm Industrial Estate
Welshpool
Powys
SY21 7DF
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Our Normal Processing Time
We aim to process approved refunds within 5 working days of receiving your returned goods.
Refunds will be made to the original payment method used when placing the order.
Depending on your payment provider, it may take a further 3–5 working days for the funds to appear in your account.
Legal Refund Timescale
In all cases, we will issue your refund within 14 days of:
• Receiving the returned goods; or
• Receiving evidence that the goods have been returned,
whichever occurs first.
If there is an issue with your return, our team will contact you to discuss the next steps.
Delivery Costs
If you cancel your order within the cancellation period, we will refund the cost of our standard delivery service.
Please note that any upgraded delivery services, such as express or timed delivery options, are non-refundable.
Return Shipping Costs
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning goods to us.
For higher-value items, we recommend using a tracked or insured delivery service.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us as soon as possible at:
Please include:
• Your order number
• A description of the issue
• Photographs showing the fault or damage
We will review the issue and provide an appropriate remedy in accordance with your rights under the Consumer Rights Act 2015.
Depending on the circumstances, this may include:
• Repair
• Replacement
• Refund
• Price reduction
Where an item arrives visibly damaged, we ask that you notify us within 48 hours of delivery where possible and retain all packaging to assist with any courier investigation.
Exchanges
We only offer exchanges for items that are:
• Faulty
• Damaged
• Supplied incorrectly
Please contact our team and we will be happy to help.
Failed Deliveries
If a delivery is missed, refused (other than when exercising your legal right to cancel), or returned to us because incorrect delivery information was provided, we may charge the direct costs incurred for redelivery.
This does not affect your statutory cancellation rights.
Hazardous Materials
For safety reasons, we cannot accept returns of hazardous materials or items containing flammable liquids or gases.
Please ensure any item being returned is safe for transport. For example, petrol-powered products must have all fuel fully drained before return.
Need Assistance?
Our team is always happy to help.