Returns Policy

You have a legal right to cancel your order for any reason before it is dispatched or, if you wish to return the ordered items and cancel your order, 14 days from when we confirm your order has been dispatched.

Where you wish to cancel after the products have already been delivered to you, you should return them to us as soon as possible. Our return policy provides a 14-day window from dispatch for you to contact us for a refund. Unfortunately, after this time we will be unable to offer a refund or exchange unless the items are faulty.

Returns Process

To be eligible for a return, your item must be unused and in the same condition that you received it, including the original packaging.

To initiate a return, please follow these steps:

  1. Contact our customer service team at to request a return. 

You must contact us before returning an item. We take no responsibility for items returned without prior contact or authorisation from ourselves that are damaged or lost.

Once we have authorised the return you will receive an email from our returns team with instructions on what happens next. We allow 14 days from receipt of this email for the goods to arrive back into our warehouse, after this time refunds are done at our discretion, items returned outside of this time frame or without prior agreement may be refused. 

  1. Pack the item securely in the original packaging.

If the returned item has been USED, DAMAGED or is not in its ORIGINAL PACKAGING diminishing the value of the product, you may not be entitled to a full refund.

  1. Include the original invoice or proof of purchase with your return.
  2. Ship the item back to us at the address provided by our customer service team.


Before returning your item, we suggest that you take photographs of the item and its packaging as a visual record of its condition. In the event of any damage caused in transit, a visual record will speed up the returns process and stop a returned item from being refused due to damage.

Please remember the product remains yours until successfully received and signed for by a member of our warehouse staff.

Once we receive your return, we will inspect it and notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund after inspecting the item.

We do not refund orders until the returned item has been accepted and processed by our warehouse.

Please do not send your purchase back to the manufacturer.


If your return is approved, we aim to process your refund within 5 working days. The credited amount will be applied to your original method of payment, depending on your payment provider's procedures the funds should appear in your account within 3-7 working days after we have processed the refund.

In case of any delay in receiving your refund, we advise checking your bank account, contacting your credit card company, and reaching out to your bank for further assistance.  If after completing these steps your refund still hasn't arrived, please don't hesitate to contact us at, and we'll be happy to assist you further.


We only replace items if they are defective or damaged. Email us at to report any issues

Failed Deliveries

If a customer refuses delivery or misses multiple attempted deliveries of their order and the item is returned to us as undelivered, we are happy to refund or resend the order, however, there will be a charge to cover the attempted deliveries and admin costs.

Cancelling orders

If you wish to cancel an order that has NOT been dispatched you must contact us immediately as we try to dispatch all orders as soon as possible. We recommend that you phone customer service to cancel any orders.

Hazardous Materials

We do not accept products that are hazardous materials or contain flammable liquids or gases, please ensure that any products that require petrol have the tanks drained and the battery wire is disconnected in the case of battery-powered items.

Shipping Costs

Shipping costs are non-refundable. 

You will be responsible for paying for your own shipping costs for returning your item unless the item is faulty. Shipping costs are non-refundable. 

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact Us

If you have any questions about our Return and Refund Policy, please contact us at We are here to assist you and ensure your shopping experience with OutdoorToys is enjoyable and hassle-free.


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