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Returns & Replacement Parts

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Unwanted Products

If you are not satisfied with your order then you may return it to us in an unused and resaleable condition within 14 days. If you choose to return your product, please bare in mind that there will be a £35 collection charge. Goods requiring assembly are non-returnable once constructed.

Please note that you are responsible for ensuring that all items are in their original packaging and secured appropriately for the return journey to our warehouse. We will check the condition of the packaging and product upon receipt, which will dictate whether you receive a full refund. Returned products that are not in their original packaging will have a £25 repacking fee levied against any refund.

Exceptions to this guarantee are:
1) Custom-ordered/special order products
2) Products that have been assembled
3) Products without original packaging


Faulty Products & Replacement Parts

Items exhibiting fault or manufacturing defects must be reported within 5 working days from the date of delivery. To do this, please click here to fill out our 48hr Claim Submission Form where we aim to get back to you wiithin 48 hours with a diagnosis of the issue and a resolution. Alternatively, you can email us at claim@outandout.com with a description of the issue and images idenitifying the faults or defects. Please note: using the forms will speed up our response rates so we encourage all customers to use the 48hr Claim Submission Form 

All of our products are covered by a One Year Structural Guarantee unless otherwise stated. Therefore, if any of our products develop faults during this time, please contact us and we can issue you with a replacement. Exceptions to this guarantee are:
1) Domestic products used in commercial environments
2) General Wear and Tear
3) Faults due to misuse or inappropriate due care


Incorrect Products

If you believe you have received any incorrect items please contact us with details of the issue at support@outandout.com within 7 days. Requests sent after 7 days will not be accepted under this policy, however we will always endeavour to resolve any issues to a mutually agreeable solution. Sizes, dimensions, colours and weights depicted on the website may vary slightly but if you feel the product has been misrepresented please reach out to us.

If you choose to return the product, it must be returned to us unassembled, unused and in its original packaging. Any items that do not have their packaging we unfortunately cannot accept back. Returned products that are not in their original packaging will have a £25 repacking fee levied against any refund.

It is the responsibility of the customer to check that the measurements of their items are suitable for their use, as well as, entry into the delivery premises. Failed delvieries due to products not fitting through doorways, staircases or other entry points will receive a £35 failed delivery charge. 

 

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