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RETURNS

We are happy to exchange or refund any* items bought from Monday 1st November 2021 up to Sunday 23rd January 2022, if returned in an unused and saleable condition and with a proof of purchase.
Exchanges are only available in store. Your statutory rights are not affected.*exclusions apply, view terms below for details of how to return items, and which items cannot be returned.

We hope you are happy with your new purchase and that it will help you enjoy the great outdoors. If for any reason your purchase isn't what you're after, then don't hesitate to return it to us.

Unfortunately, we can't accept any returns of products you have bought from our website at our Hathersage store.

Please take a moment to read through our Returns Policy.

STORE RETURNS

Sometimes you just buy the wrong product and this isn't a problem at all. You can return unwanted items (including those purchased online) to any GO Outdoors store. We will happily issue a full refund or an exchange within 28 days of purchase, providing you have proof of purchase, so please remember to hang on to your receipt!

It's really important that the item is in a perfect resalable condition (including all the packaging and tags).

However, there are a few items that sadly cannot be returned, and this is either due to health & safety or hygiene reasons - please see 'Items that Can Only be Returned if They are Faulty' section below.

This includes items that have been used, soiled, or damaged through misuse, including external factors, such as weather, chemical components, general wear and tear and accidents.

Misused products include items used for a purpose different to that intended, as well as items not looked after.

A really important thing to note is that a tent, once it's been pitched outside, is no longer in perfect resalable condition.

We are sorry to hear that you have a problem with your purchase. If the product you bought from us has a fault, please bring it back for our staff to have a look at. We will require a proof of purchase.

For items that are faulty within 28 days of purchase we will offer a full refund, repair or exchange. Please note that exchanges are only possible in store, not by post.

Within 12 months of purchase, we will either seek to replace the product or repair it free of charge. Please speak to a member of our team and we will come up with a solution that is right for you.

At GO Outdoors we provide our customers with a range of technical products. This is why, in certain circumstances, we may need to send your faulty product for a more detailed inspection. To make it simple, please ensure that the product is dry and free of dirt.

Please bear in mind when making a purchase that we are unable to accept any returns of the items listed below unless they are faulty. Our friendly product specialists will be happy to give any advice you need. This won't affect your statutory rights.

• Safety equipment

• Headwear, including climbing, riding and cycling helmets

• Swimwear and underwear, where hygiene protection has been removed

• Trailers

• All gas cylinders, including Campingaz, Calor gas and gas cartridges

• Consumables, such as food, bait and batteries

At GO Outdoors we pride ourselves on selling high quality tents, allowing you to enjoy camping for years. However, if you believe that your tent has a manufacturing defect, please get in touch with your local store. Alternatively you can contact our Customer Care teamhere and our staff will help to resolve your query.

Please ensure that when you purchase a tent from us it is suitable for the conditions in which you intend to use it. For example don't take a festival tent to the Alps!

If you experience any problems with your tent poles, please get in touch with a member of our team, who will help you with a repair or replacement.

Condensation can be mistaken for leaking in tents, but if you think the tent is leaking, we may have to send it away to a third party for an assessment or repair. It could take several weeks, although our staff are mindful of the fact that this might cause inconvenience and will do everything to process your return as efficiently as we can.

WEB RETURNS

Sometimes you just buy the wrong product and this isn't a problem at all. You can return unwanted items purchased from us to one of our stores or via the Collect Plus, Royal Mail or a courier. Please see 'How to return items to us' below to find out more about how to return the items back to us.

Unfortunately, we can't accept any returns at our Hathersage store.

We will happily issue a full refund or an exchange within 28 days of delivery, providing you have proof of purchase, so please remember to hang on to your delivery note!

It is important that any unwanted product, unless faulty, is returned in a resalable condition.

Please bear in mind that we can't offer a refund or an exchange on certain products, unless faulty or not as described. For a full list of items, please see 'Items that can only be returned if they are faulty' below.

We will reimburse you (by the method used to pay for the original transaction) the amount in relation to the product you don't want. This includes the cost of delivery to you but not the cost of returning the product to us.

If you wish to exercise your legal rights to reject products because they are faulty or misdescribed, we will pay the costs of postage or collection. Please contact our Customer Care team here and we will come up with a solution that is right for you.

We are sorry to hear that you have a problem with your purchase.

For items that are faulty, we will offer you a full refund, repair or exchange within 28 days of purchase.

Within 12 months of purchase, we will either seek to replace the product or repair it free of charge.

At GO Outdoors we provide our customers with a range of technical products. This is why, in certain circumstances, we may need to send your faulty product for a more detailed inspection. To make it simple, please ensure the product is dry and free of dirt.

Unfortunately, we are not able to process faulty or warranty bike returns through our warehouse. If your bike develops a fault please take it to your nearest GO Outdoors store where we have a full workshop and trained mechanics who will be able to assist you. Please note, this excludes Hathersage and Southport stores.

We can't offer refunds or exchanges, unless faulty or not as described, on the following products:

• perishable goods such as food; and

• products, such as gas cylinders and cartridges, safety headwear, safety climbing equipment, swimwear and underwear, sealed for health or hygiene purposes, once these have been unsealed after you receive them.

This does not affect your statutory rights.

In Store

All items can be returned to any GO Outdoors store for FREE. Just take the goods you want to return accompanied with the dispatch note or receipt and the store team will be happy to assist you.

If you paid using a credit or debit card please make sure you have this with you so we can process a refund. The time banks take to process payments can vary. Please allow 5 working days for a refund to appear in your account.

If you paid using Klarna, PayPal, PayPal Credit or Apple Pay, we'll send the items to our Web Returns team on your behalf free of charge. Once received they will process your return. Any replacement items will be sent to the same store or address as the original order.

Returns Portal

Visit our Returns Portal to choose your preferred method of return from the following options:

24/7 InPost Lockers

No printing required at home or when you drop off your return. Just scan. Drop. Done. You don’t even need a label!

All items from the same order should be returned in one parcel. Maximum parcel size: 41cm x 38cm x 64cm.

Visit our Returns Portal

Hermes Returns

Return your parcel with ease using Hermes return system, available on both small and large parcels. Choose from home collection or drop off at a parcel shop or locker.

Please note: Parcel shop and locker drop off only available on parcels up to 30cm long with a maximum weight of 15kg.

Visit our Returns Portal

By CollectPlus

Return your unwanted items via local and convenient drop off points. CollectPlus have over 4500 parcel drop points in local stores across the UK. Many have extended opening hours and are open 7 days a week, so you can return items at a time and place that suits you.

CollectPlus can accept parcels up to 10kg in weight and with maximum dimensions of 60x50x50cm.

Visit our Returns Portal

By Post

You can make your own arrangements through any postal carrier. We recommend you use a service that can provide proof of postage as the items remain your responsibility until we receive your parcel. Some services offer levels of compensation in case your parcel becomes lost or damaged. We suggest this is considered especially when returning high value items.

Please address returns parcels to:

GO Outdoors Internet Returns,
John K Philips Group Ltd
Unit 3 Golborne Point
Ashton Road
Golborne
WA3 3UL

Return Shipping On Us when you pay with PayPal

PayPal will refund the cost of returning items on orders paid for using PayPal (terms apply). To take advantage of this offer please follow the steps below

1. Opt in for 'Return Shipping On Us' by logging into your PayPal account and activating the service at https://www.paypal.com/uk/webapps/mpp/refunded-returns.
2. Place your order on the GO Outdoors website and use PayPal as your payment method.
3. Return any items as normal, using the 'by post' instructions above.
4. Log into your PayPal account, select the purchase you returned and click on 'Request return shipping refund'. Submit the return shipping request form, along with proof of your return within 30 days.
5. If your claim is approved, PayPal will send a refund of up to £15 to your PayPal account within 10 business days.

Full terms and conditions are available at https://www.paypal.com/uk/webapps/mpp/refunded-returns/general-conditions

Items which have been ordered via the JD Sports website can be returned to us the same way as any other GO Outdoors order. Please see the options above for details of how to do this.

If your order also contained items from JD Sports these will need to be returned to them. Please visit the JD Sports website for details.

FAQ'S

From Monday 1st November 2021 we are happy to exchange or refund any* items bought up to Sunday 23rd January 2022 returned in an unused and saleable condition with a proof of purchase. Your statutory rights are not affected.
*exclusions apply, view our Returns policy for details of how to return items, and which items cannot be returned.

We hope you are happy with your new purchase and that it will help you enjoy the great outdoors. If for any reason your purchase isn't what you're after, then don't hesitate to return the product to one of our stores or return the product to us following the Returns Procedure. Please take a moment to read through our Returns Policy above.

You can exchange items bought in store or online in any of our UK stores, except Hathersage.

It is not possible to request an exchange by post.

You have 28 days to return an unwanted item, providing that you have a proof of purchase.

It usually takes between 3-5 working days to clear into your bank account.

If you bought your item with a gift voucher or gift card, you will be issued with another gift voucher or your gift card will be credited with the amount of the item purchased.

HOW TO CONTACT US

The latest information about your order, including a tracking link, can be found by logging into your account here. If you have any further questions please contact our Customer Care team here.

If you have a store enquiry about opening times, stock holding or how to find us, click on the store finder to look up your local store details.

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