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Returns & Exchanges
We understand that from time to time you may wish to return a product to us and for this reason, we have created this 14 day returns policy to enable you to return products to us in appropriate circumstances.
EXTENDED FESTIVE PERIOD POLICY
We have extended our returns period for the festive gift buying period, any items purchased between 1st November 2023 and 20th December 2023 may be returned up to Wednesday 10th January 2024.
*Please note all items from Outlet are excluded and the standard 14 day returns policy applies
RETURNS POLICY & FREE UK EXCHANGES
In the unlikely event that the goods supplied are not what you expected, you can return them to us in an unused and unsoiled condition, complete with their original packaging, within 14 days of receipt.
RETURN / EXCHANGE FORM DOWNLOAD
You will need to fill in a copy of our returns form (that can be downloaded here) and return this with your goods.
Please be aware that items can only be returned for an exchange / refund if they are unused and in their original packaging and have all of the original labels attached, so please don't remove them if you're thinking of sending them back. Any seals and shrink-wrap must be intact and clothing, shoes and accessories must have labels or tags attached (please do not put tape or labels on the goods packaging). If either the goods or the packaging are not in original as new re-saleable condition, then we may decline your exchange / refund request and the return of goods will be at the customers expense. You will receive an email to confirm your return once your refund or exchange has been complete.
Returns / Exchanges Terms and Guidelines
- All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable.
- We are not responsible for the return shipping costs of the items.
- All Items must be in original, as new, resalable condition.
- Please make sure all returned items are well packaged, so as not to be damaged in the post.
- If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused.
- Please make sure all return packages are sent with a trackable, insured service.
- We cannot take responsibility for items damaged or lost in the return transit.
- In-ear hearing protection products cannot be returned once unsealed for hygiene reasons.
- If you returned an item from outside the UK, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges. GB Outfitters is NOT responsible for any return custom charges made.
- Please make sure that the returns form is enclosed with your goods - no form may result in your return not being processed.
- Refunds or exchanges will not be issued for items that we determine cannot be resold. We may make such a determination based on a variety of factors including, but not limited to, the appearance, smell, and/or general condition of the item when it is returned to us.
- Please refer to our Terms and Conditions for further information on returns.
Exchanges are normally processed within 7 days but can take up to 14 days in busy periods (all exchanges subject to stock availability). We will gladly post out your exchanged item for free (you will have to pay the difference if the goods you require are more expensive than your original order and we will refund you any difference if the goods you require are any cheaper than your original order) – but we do ask that you return the unwanted item to us at your own expense. Any items are your responsibility until they have been received by ourselves. Once we have completed your exchange, we will notify you via email (where applicable). We will always send replacement goods to your original shipping address, unless notified otherwise.
For European and International orders we kindly ask that you return your original order for a refund and place a new order as we are unable to cover the cost of shipping with variations in price and customs charges.
Refunds will be credited to your original method of payment and an email will be sent to confirm when this has been done. Please help us to deal with your return quickly by providing us with the requested information. Refunds are normally processed within 7 working days but can take up to 14 working days in busy periods. It is your responsibility to return the original item to us (as we do not offer free returns) and any item(s) remain your responsibility until they have been received by ourselves. Please note delivery charges will not be refunded, for orders qualifying for free delivery if your full order is returned our delivery charges will be deducted from the refund total.
Please handle all items with care. Item(s) must be returned to us intact, undamaged and as soon as reasonably possible. When trying on clothing please do not use unnecessary force and ensure you are not wearing make-up, perfume/aftershave or deodorant which may leave a scent or marks. We will be unable to accept the return of any item(s) where these instructions have not been followed.
Exchanges can only be made for a different size or colour of the same product and are not guaranteed. Your replacement item(s) will be sent to you on receipt of the original item(s) being returned. If an item has been reduced in price there will be no credit.
Warranty of products is based on the period given by the manufacturer which will be stated on the product label or manufacturers website but in most cases is 12 months from receipt of goods. If the goods become faulty through defective material, or poor workmanship, but not normal wear and tear, they should be returned for our inspection immediately. If necessary the item may have to be returned to the manufacturer for testing, which could take up to 28 working days. In the event of faulty goods needing to be returned, you must ensure that the goods are suitably packaged and that they are accompanied by our returns form along with a copy of proof of purchase. If faulty footwear is being returned, please ensure that they have been cleaned of any excess mud or dirt and are dry - for Health & Safety reasons we are unable to process dirty products, any dirty footwear returned to us will not be handled and the return cost of postage is entirely up to the customer. The cost of returning faulty goods is not covered under warranty and must be met by yourself. We will of course send out any repaired / replaced goods free of any carriage charge.
Please bare in mind, we cannot process any returns without an original order number. Failure to provide the requested information may cause delays in dealing with your return. This returns policy does not affect your statutory rights.
Goods are classified as faulty if they are received with a visible fault, or where a manufacturing fault occurs within six months of purchase. Please note that items damaged as a result of wear and tear or misuse are not considered to be faulty. If your item is faulty when you receive it, you can return it for a refund or exchange but you must notify us immediately and return the product to us within 14 days. Simply request a return through [email protected] and send the faulty goods back to us within 14 days.
If you discover a fault after this time, but within six months of purchase, you can still return it. Where possible, we will offer to repair the item. If it cannot be repaired and the same product is still available, we will send you a replacement. If the same product is no longer available, you are entitled to a full refund if the item has a manufacturing fault. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. For all faulty items outside of our Returns Policy, please contact [email protected]
CANCELLING YOUR ORDER
If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice. The cancellation period will expire 14 days from the day after the day on which you acquire (or a third party other than a carrier and indicated by you acquires) physical possession of the last of the goods. To exercise the right to cancel, you must inform us by letter to: Notice of Contract Cancellation, Customer Care Department, GB OUTFITTERS, Faraday House, Station Road, Washington, Tyne & Wear NE38 7LW, or by email to [email protected]. You may also use the cancellation form, but it is not obligatory. On receipt of your notice of contract cancellation, Customer Care will email to confirm your return. Please sign, date and complete the returns proforma that arrived with your order and include it with your return so that we can process your refund promptly. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, traceable means to return your order to us at:
Faraday House, Station Road
Tyne & Wear
Please retain proof of sending, in case of a dispute. Please note that you must cover the cost of the return shipment. All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order excluding shipping costs within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost. Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above.
GB Outfitters Ltd 2012 Registered in England & Wales - Number 8246877 Last Updated December 2021