At Outwell Sales Store, we stand behind our outdoor gear with the same reliability as our weather-resistant shelters. If your purchase doesn’t meet your expectations, our straightforward returns process ensures you can shop with confidence.

Our Returns Promise

We accept returns within 15 days of delivery for most items, provided they are:

  • In original condition (unused, with tags attached)
  • In original packaging
  • Accompanied by proof of purchase

Note: For hygiene reasons, we cannot accept returns on shelters and awnings that have been erected or used outdoors. Footprints and accessories may be returned if unused and in original packaging.

How to Return an Item

Follow these simple steps to return your item:

  1. Contact Us: Email [email protected] with your order number and reason for return (use our template below)
  2. Wait for Authorization: Our Manchester-based team will respond within 2 business days with return instructions
  3. Package Securely: Repack items in original packaging with all included materials
  4. Ship Back: Send to our returns address (provided in authorization email) using a trackable service

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend:

  • UK Returns: Royal Mail Signed For service
  • International Returns: Tracked courier service (DHL/FedEx)

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds processed within 5 business days
  • Method: Original payment method (credit card/PayPal)
  • Notification: You’ll receive email confirmation

Please allow 3-10 business days for the refund to appear in your account, depending on your financial institution.

Exchanges

For size or product exchanges:

  1. Follow the standard return process
  2. Include a note specifying your desired replacement
  3. We’ll ship the new item once the return is received

If the replacement costs more, you’ll be invoiced for the difference. For lower-priced items, we’ll refund the difference.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email Body:

Dear Outwell Customer Service,

I would like to request a return for my recent purchase (Order #[Your Order Number] placed on [Order Date]).

Item(s) to return: [Product Name(s)]

Reason for return: [Please specify – e.g., incorrect size, changed mind, defective item]

Preferred resolution: [Refund / Exchange for [Product Name/Size]]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Used shelters, awnings, or footprints
  • Custom or special order items
  • Products damaged through improper use

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us within 48 hours of delivery
  • Provide photos of the issue
  • We’ll arrange a free replacement or return

For any questions about our returns policy, contact our friendly team at [email protected] – we’re here to help you get back to your outdoor adventures with gear you love!

The Outwell Sales Store Team
77 Faulkner St, Manchester, GB M8H 2MX