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Returns

Welcome to the GOoutdoors.co.uk returns section

If you receive your order and it is not what you are expecting, it isn't a problem - you can return it back to us within 28 days of receiving the goods for an exchange or refund, including the delivery charge if you return it within 7 days. We offer two easy options for returning your purchases;


Store Returns

Return your goods to any GO Outdoors store (except Hathersage). Please bring your Delivery Note with you as proof of purchase. Simply head to the tills and don’t forget to bring the card you paid with.


Internet Returns

Send back the items back using Collectplus (See details below) to our Returns address below.

Unfortunately, we are unable to provide free returns as we offer free delivery over £50 as standard. Therefore, returning the unwanted item(s) is at your own cost.

Internet Returns, GO Outdoors Returns, C/of Clipper Logistics, Wellington Road, Burton-on-Trent, DE14 2AD

Please fill in the returns section on your delivery note when returning an order. If you no longer have your delivery note please click here.

Please pack the item(s) carefully; goods must arrive in a perfect and unused condition for the refund to be issued. If you return goods that have been used we will be unable to provide a refund.

If you have any questions or need assistance, please contact our customer service team and they will be happy to help. For full returns Terms & Conditions, see below. Thank you.

We recommend you use Collect+ a fully tracked service for only £3.99 to return your product (Parcels must not weigh more than 10kg nor exceed dimensions of 60cm x 50cm x 50cm) to us. Collect+ stores are open from early until late, typically 8am – 9pm, 7 days a week. Click here for more information.


Christmas Purchases

Christmas gifts can be returned anywhere up until the end of January, following normal return procedure.

Terms & Conditions

  1. Before the goods are sent out to you. The contract between us only becomes binding at the point when we process your payment. This occurs just before we send the goods out to you. Therefore you are free to cancel your order for any reason at any time before we dispatch the goods to you.

  2. After the goods have been sent to you. a. Once we have sent the goods out to you, you have a statutory right, known as a ‘seven day cooling off period’ to cancel your order. If you wish to take advantage of this, you must cancel your order within seven working days, starting the day after you receive the goods.
    b. This right of cancellation does not apply to the following goods: Perishable goods such as food or flowers; Audio or DVD recordings or computer software that you have unsealed; Magazines and periodicals; safety critical equipment such as climbing ropes and helmets.

  3. Notifying us of your intention to cancel. You may telephone us on 0844 387 6800 to inform us of your intention to cancel. However, we require all cancellations to be confirmed in writing either:

    a. by email to enquiries@gooutdoors.co.uk or b. by recorded delivery post to the GO Outdoors Returns, C/of Clipper Logistics, Wellington Road, Burton-on-Trent, DE14 2AD.

  4. Returning the cancelled goods. Once you have notified us of your wish to cancel, we require you to return the goods to us at your own expense, as soon as possible, by: a. filling out and enclosing with the goods our Internet Cancellations Form b. by post or courier, returning the goods to the following address: GO Outdoors Returns, C/of Clipper Logistics, Wellington Road, Burton-on-Trent, DE14 2AD or c. by hand to any of our stores, except Hathersage. Please ensure that you give your Internet Cancellation Form to a member of staff.

    A receipt will then be issued to you as proof of delivery. Customers who reside in Northern Ireland or Eire – please telephone us first to discuss the best delivery method, as we may prefer to arrange for the goods to be collected. Whilst the goods are in your possession, you are required to take reasonable care of them. They do not have to be returned to us still in their original packaging, but we do request that you return all the original product packaging and any instruction manuals with the goods. Please note that if you fail to return the goods to us,
    we are entitled to collect the goods from you and charge you for the direct cost
    of delivery.

  5. Refunding the cost of the goods to you. Once you have notified us of your wish to cancel, we will refund to you the price of the goods as soon as possible, and, in any event within 30 days. Original delivery charges will only be refunded in the event that the entire order is cancelled or returned. Our preferred method of repayment is to credit the refund back to the original card with which you made the payment. If this method is not possible, please let us know how you require a refund to be made at the time that you notify us of your wish to cancel.

Filling in the Returns Form

A. Return of goods which are not damaged or defective.

    Fill in our Returns Form supplied with goods
  1. You are free to return unwanted or unsuitable goods for up to 28 days after delivery, provided that: a. the goods are returned to us in a new, unused and re-saleable condition. If the goods are not in a re-saleable condition, we reserve the right to refuse a refund, or deduct up to 20% of the purchase price from the refund amount; b. the goods are returned either in or with their original packaging and instruction manuals;

    c. the goods are returned at your own expense and risk. We recommend using a recorded delivery service or equivalent as we cannot accept responsibility for goods lost in transit. If your item is excessively large or heavy we can arrange for a courier to collect it at a price which we will agree with you in advance. This price will then be deducted from your refund payment.

  2. If a refund is required: a. We will refund to you the price you paid for the goods, but not the original delivery charge. Refunds will be made as soon as possible after receipt by us of the returned goods and, in any event, not later than 28 days after receipt of the goods. b. We will apply the refund to the original card with which you bought the item(s). If this method is not reasonably possible, you will need to contact us by telephone on 0844 387 6800 or by email to enquiries@gooutdoors.co.uk, to arrange an alternative method of repayment. This may cause a delay in repayment, but should not take longer than 28 days. If an exchange of goods is required:

    a. After receipt of the returned items, we will send out to you an alternative product of your choice. b. If the new product is more expensive than the original product, the balance of the price owed to us, together with the delivery charge, will be charged to your original payment card, or an alternative card, details of which will have been provided by you, prior to despatching the goods to you. c. If the new product is cheaper than the original product, we will give you a refund for the balance, less the cost of delivery of the new product.

    b. Special Offers It is not always possible to exchange goods which were originally purchased as a Special Offer for the same price as the original Special Offer price. Special Offers are separate stock items to our normal 10% discount items. Some items will have been selected as Special Offer goods due to their size or colour. Consequently, goods at the Special Offer price may only be available in a limited choice of size or colour. Also, by the time you wish to exchange the product, the Special Offer item may have sold out and the Special Offer price may no longer be available.

  3. The following items cannot be returned on the basis that they are unwanted or unsuitable: Goods which have been used are soiled have an odour eg smoke have been damaged as a result of misuse are not in a clean and dry condition.

  4. To help us process your return as quickly as possible, please print and fill out our Internet Returns Form and enclose it, together with your invoice and both receipts sent out with your order, with the returned item(s). All returns should be sent: a) by post or courier to the following address: GO Outdoors Returns, C/of Clipper Logistics, Wellington Road, Burton-on-Trent, DE14 2AD or b) by hand to any of our stores except Hathersage.

    Again, please ensure that you have with you your invoice and both receipts. Please Note that we reserve the right not to refund or replace any returns under this section A, if you fail to provide us with the invoice and receipts for the goods.

B. Return of goods which are faulty; or not of satisfactory quality; or not fit for purpose; or which do not correspond to their description.

  1. a. If you wish to return goods which you believe are damaged or faulty, please telephone us on 0844 387 6800. We will discuss with you the best method of returning the item. If the item is a garment or is reasonably small, it can be sent by Royal Mail recorded delivery. We cannot accept responsibility for goods which are lost in transit. If the item is large or bulky we will arrange with you for it to be collected by courier. Alternatively, you may return the goods by hand to any of our stores, except Hathersage. Please ensure that you fill out and enclose our Internet Returns Form with the goods.

    b. Upon receipt by us of the goods, we will examine them for damage: i) If the fault is obvious and inherent, we will process the refund, repair or exchange within 7 days of receipt of the goods; ii) If the fault is not obvious, we may need to return the goods to the supplier for testing. We normally expect a response from the supplier within 4 weeks. The following products usually need to be examined by the supplier: electrical or gas appliances tents walking boots

    c. In the event that the goods are found to be damaged or faulty, we will either: i) refund to you the price you paid for the goods, plus the original delivery cost, plus the cost to you of returning the goods to us; or, after consulting with you: ii) send to you a replacement and refund to you the cost of returning the product; or iii) have the product repaired, return it to you and refund you for the cost of returning the product.

    d. In the event that the fault or damage is not due to faulty manufacture, but to misuse or damage sustained after purchase, or subject to normal wear and tear, we will contact you to find out whether you wish the goods to be returned to you or repaired, if a repair is feasible. In these circumstances, both the cost of repair and return of the goods to you would be at your expense.

    e. In the event that the damage to the goods has been contributed to by you or the goods have been in your possession for a period of time, we may consider giving you a partial refund for the goods.
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