If you're here, the likelihood is that something has gone wrong with your order. We are very sorry about that, but we will try to fix it for you. When we receive a return and/or refund request, it is equally as disappointing for us as it has been for you.
The information on this page sets out our return and refund policies and any related frequently asked questions. Please note that if you have a question or a problem specifically with delivery, you should visit our Delivery Information page.
At any time, should you wish to discuss a return or refund with one of our customer service team members, please email [email protected] or call us on 0203 966 4102 and we will be happy to help.
I wish to change my order?
Just email [email protected] or call us on 0203 966 4102, and we will update your order for you as long as it is before 12pm the day before any delivery is scheduled with our Courier Partners and there is stock availability.
If your changes mean additional payments are due, our dedicated customer service team will contact you to discuss and arrange payment. To ensure that any delivery schedule is not delayed, any additional payment must be received before 14 p.m. the day before any delivery is scheduled. Otherwise, we may need to charge an additional Delivery Fee for any part that cannot be included in the original delivery.
If your changes mean that a refund is due, our customer support agents will contact you to confirm the amount. As standard, refunds take 5-7 working days to reach the original payment method account.
What if I change my mind before delivery?
If you change your mind and delivery has not been scheduled with our partner couriers, we will process a full refund.
If you change your mind and do not confirm with us and our courier partners before 3 p.m. the day before delivery is scheduled, a cancellation/collection fee will be applied, reducing any refund due.
The cancellation/collection fee will be based on either our standard delivery fee of £42.95 or the original delivery fee paid at the time of purchase.
Please see this link to our delivery information page- Delivery Information
I would like to return my order in its original condition?
If you are unhappy with your order or have received an item you no longer want or require, you have 14 days from the date of the successful delivery to notify our customer service team and arrange a collection with our designated courier.
Ideally, any returned product should be in its original condition and packaging; a collection fee of either £42.95 or the original delivery fee paid at checkout will be applied to any refund due.
For all returns that do not have the original packaging, our dedicated delivery partner offers a repackaging service. They will collect your return without its original packaging for an additional repacking charge of £29.95, which will be deducted from your refund.
Please advise our dedicated customer service team at the time of arranging collection; if it is found that the return needs this service at the time of collection, this will delay our partner collecting the item as they may not have the correct tools to enable the collection and delay processing of the refund and will also reduce any refund due. The repackaging fee does not apply for orders returned due to a fault.
The exception is our made-to-order sofa and armchair collection, whereby we offer a 30-day comfort trial guarantee. This means that if, after 30 Working days, you are still unhappy with the comfort of your sofa or armchair, you can return it. You will receive a full refund minus any delivery and collection fees already incurred.
I would like to return my order due to a fault.
Items exhibiting a fault or manufacturing defect must be reported within 30 working days of delivery. To do this, please fill out our Claim Response Form.
We aim to respond as soon as possible with a diagnosis of the issue and a resolution. As part of your submission, please include a photo of the packaging in which your order was delivered, as this is necessary for us to accurately diagnose the problem.
Any returns must include all components and be repacked securely. Any claim outside of this time frame will not be eligible for a replacement or refund.
Our products are covered by a one-year structural guarantee unless stated otherwise on the individual product description.
Therefore, if any of our products develops a fault during this time, please contact us, and we can arrange 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 care4) Where we can supply a replacement part to rectify the fault in a reasonable timeframe
If a replacement is needed and the item is no longer in stock, we can offer a collection and refund or a replacement of another product in a similar price range. We can also assign your order to pre-order status if we are due to receive more stock in our warehouse and you agree to this.
What if my box has arrived damaged?
If any items in your order are damaged, please email us with images so we can report this to our logistics partners. It’s essential that the customer documents all transport damage for any claims you raise later.
We kindly ask for photos of the boxes. Please email these to [email protected] with your order ID and postcode.
How long will my refund take once my order has been returned?
We complete the process for any return as quickly as possible, but it can take 5-7 working days, as we need to inspect each returned order's condition.
Refunds are issued after the return is inspected. If we have agreed with you that you will dispose of the product, any refund will be issued within 5- 7 Working days.
I have received incorrect products?
If you believe you have received any incorrect products, please contact us within 4 working days of the delivery date at [email protected] or call us on 0203 966 4102. Reports made after 4 working days of receipt of the items will not be accepted under this policy.
Sizes, dimensions, colours and weights depicted on the website may vary slightly, but if you feel the product has been misrepresented, please contact us. We will always endeavour to resolve any issues to a mutually agreeable solution.
What is Out & Out’s standard warranty?
If your product develops a fault within the first year after the delivery date, through no fault of your own, you are entitled to a replacement. The warranty period in these circumstances does not renew and is still tied to the original delivery date.
We cannot supply you with a replacement once your warranty period has ended.
If we have replacement parts in stock at the time of the claim, we may send those to you with your agreement rather than replacing the whole product. If the product is no longer in stock, we may offer you an alternative product at a similar price.We only offer limited compensation in exceptional circumstances.
What is the process for product return collections?
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Our courier will contact you directly to arrange a suitable time for collection.
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Any returns must include all components and where possible be in the original packaging.
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If the original packing is unavailable, our delivery partner offers a repacking service. Our fee for this is £29.95. It is the customer's responsibility to inform our customer service agent that this is needed. If it is found that it is needed, it may delay the collection and refund and could reduce any refund due.
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It is the customer's responsibility to disassemble any indoor products
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Our Courier offers a disassembly service for our garden furniture (there are some exceptions, such as pergolas). The fee for this service is £79.95
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We do not charge a re-collection fee for collections where the product is faulty or you received incorrect products.
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We cannot compensate customers for time off work or timing inconveniences.
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If the customers cancel a re-collection within 24 hours prior to the scheduled date or fail to be present at the time of collection- re-collection fee of £42.95 or the original delivery paid at the checkout will be applied to any refund due.
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The above applies to any subsequent collections that may be necessary.
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It is your responsibility to re-arrange the collection directly with the courier. If this is not done within 14 days of the original refund request, the refund will be cancelled.
I would like to make a complaint?
We are sorry to hear you have had a bad experience. We have worked really hard to offer high quality products at affordable prices with the fastest delivery possible and provide outstanding customer service too. We take all customer complaints very seriously and will always try to resolve to everyone satisfaction and we complete regular reviews as we strive to provide the best customer service to our customers as possible.
Should you wish to escalate any matter to our senior management team, please use our Complaints Form. We endeavour to respond to all customer complaints within 5 working days.
What are our customer service opening hours?
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Weekdays: 8am-8pm
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Saturday: 10am -2pm
If we have not answered the phone after a few minutes, our customer service team is likely very busy, and we ask that you email [email protected], and we will call you back as soon as possible or respond accordingly by email.