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

How to return unwanted items

Sometimes you just buy the wrong product and this isn't a problem at all. You can return unwanted items purchased from any GO Outdoors store to any GO Outdoors store. We will happily issue a full refund or an exchange within 30 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.

How to return faulty items

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 30 days of purchase we will offer a full refund, repair or exchange.

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.

Items that can only be returned if they are faulty

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
  • Additional information about tent returns

    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 phone Customer Services for advice on 0330 0081 555 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

    How to return unwanted items

    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 30 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 call Customer Services on 0330 008 1555 and we will come up with a solution that is right for you.

    How to return faulty items

    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 30 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.

    Items that can only be returned if they are faulty

    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.

    How to return items to us

    Orders purchased online can be returned to one of our stores (other than our Hathersage store), through Collect+ and via Royal Mail or courier. Please be aware of the following weight limits:

  • over 61 x 46 x 46cm/5kg for Royal Mail
  • over 60 x 50 x 50cm/10kg for Collect+

  • If you need your product(s) to be collected because it's large or heavy, please call our Customer Services on 0330 008 1555 and we can arrange a collection.

    1.To Store

    Please use our Store Finder to find your local store.

    Please bring the delivery note with you.

    If required, a refund will be processed to the original payment method.

    If you paid by PayPal, our staff will process a refund through our Customer Services team.

    2. Collect+

    We recommend you use Collect+, a fully tracked service to return your product to us.

  • Parcels must not weigh more than 10kg or exceed dimensions of 60 x 50 x 50cm.
  • Collect+ stores are open from early until late, typically 8am-9pm, 7 days a week.
  • Please use the label attached when using Collect+. If you've mislaid the Collect+ label, provided your parcel is no more than 60 x 50 x 50cm and weighs less than 10kg, you can print off a label here.
  • Please pack your parcel up securely, preferably using its original packaging but removing the delivery label, as GO Outdoors cannot be held responsible for any damage during posting.
  • Enclose the delivery note with the product, ticking the reason for return.
  • Attach the Collect+ label and take it to your nearest Collect+ location.
  • Find your nearest Collect+ location here.
  • You can track the progress of your return, using the Collect+ tracking number on the receipt you'll be given when you drop off the parcel.

  • 3. Via Royal Mail or Courier

    Enclose the delivery note with the product (you can download and print a copy of the delivery note here.), ticking the reason for return, and package up securely as GO Outdoors cannot be held responsible for any damage during posting.

    Please post to:

    GO Outdoors Returns
    C/O Clipper Logistics
    Bay D11 Only
    Tetron Point
    William Nadin Way Swadlincote
    DE11 0BB

    We recommend that you use a trackable service and obtain proof of postage as we cannot be held responsible for products until we have received them.


    FAQs

    What is the Christmas returns policy?

    You can return any Christmas unwanted gifts until the end of January. Normal exclusions apply. Navigate tabs above for more details on our standard returns policy.

    What is the returns policy?

    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.

    Please navigate on the tabs above for our store and web returns policies.

    What is the exchange policy?

    If you bought your item in store, you can exchange it in any of our UK stores.

    If you bought your item on the web, you can either bring it to one of our stores (other than Hathersage) for an exchange, or send it back to the web via Collect+, Royal Mail or Courier for an exchange.

    How long do I have to return an unwanted item?

    You have 30 days to return an unwanted item, providing that you have a proof of purchase.

    How long does it take to process a refund to my bank account?

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

    What happens if I return an item purchased with my gift card/voucher?

    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

    Order queries

    If you would like to place an order, or have a query about your order, simply call us on: 0330 008 1555

    Monday to Friday: 8:00am - 7.30pm
    Saturday: 9am - 5:30pm
    Sunday: 10:30am - 4:30pm


    Calls cost 4p per min from a landline, Mobiles may vary.

    Store queries

    If you have a store enquiry about opening times, stock holding or how to find us, click on the store finder below to contact them.

    Find a nearest store here.

    Contact us via email

    You can email us on enquiries@gooutdoors.co.uk