Returns & Exchanges Policy

At Outwell Zone, we stand behind the quality of our outdoor equipment and camping accessories. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Our Returns Policy

We accept returns for most items within 15 days of delivery, provided they are in their original condition – unused, unwashed, with all tags attached, and in the original packaging. Some items may be excluded (see section below).

Important Notes:

  • Return shipping costs are the responsibility of the customer, except in cases of incorrect or defective items.
  • We recommend using a trackable shipping service for returns.
  • Refunds will be issued to the original payment method.

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Food items (due to hygiene regulations)
  • Electrics (if the packaging seal is broken)
  • Custom-made or personalized items

How to Return an Item

Step 1: Submit a Return Request

Email our customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number] Dear Outwell Zone Team, I would like to request a return for the following item(s) from my order #[Your Order Number]: Product Name: [Product Name] Quantity: [Number of Items] Reason for Return: [Reason – e.g., Wrong Size, Defective, Changed Mind] I understand that I am responsible for return shipping costs unless the item is defective or incorrect. Please advise on the return address and any additional instructions. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Wait for Approval

Our team will respond within 2 business days with return instructions and an RMA (Return Merchandise Authorization) number that must be included with your return.

Step 3: Package and Ship Your Return

Securely package the item(s) in the original packaging if possible. Include:

  • The RMA number clearly visible on the outside of the package
  • A copy of your order confirmation or packing slip

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Will be processed within 5 business days and issued to your original payment method (Visa, MasterCard, JCB, or PayPal). Depending on your financial institution, it may take 3-10 business days for the refund to appear on your statement.
  • Exchanges: We will ship your replacement item within 2 business days of receiving your return. Shipping times will follow our standard delivery estimates (10-15 days for standard shipping, 15-25 days for free shipping).

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us immediately at [email protected] with photos of the damage/defect.
  2. We will arrange for a replacement or refund at no additional cost to you.
  3. In some cases, we may ask you to return the damaged item, and we will provide a prepaid shipping label.

International Returns

For customers outside the UK:

  • You are responsible for any customs fees or import duties associated with the return.
  • We recommend clearly marking the package as “Returned Goods” to avoid additional charges.
  • Refunds will be issued in GBP (British Pounds) and may be subject to currency conversion rates.

Need Help?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] or call +44

+000 000 000
during our business hours (9am-5pm GMT, Monday-Friday).

Last updated: [Insert Date]