Returns Policy
Need to make a return? At The Big Outdoors Company, our straightforward Returns Policy is designed to assist you. Learn more about our 60-day return policy, the procedure for returning faulty items, and specific guidelines for tents and awnings.
Upon receiving your order, please inspect the goods on a clean, dry surface as soon as possible. If you are dissatisfied with your purchase, contact us at 01872 211788 or sales@bigoutdoorscompany.co.uk for advice on the most efficient way to return your items.
Returns Address:
Please send items to:
The Big Outdoors Company Ltd
Unit 1 Cligga Head Industrial Estate
Perranporth
Cornwall
TR6 0EB
Please refer to the appropriate section based on the type of return:
- Unwanted item: Section 1
- Faulty/damaged item: Section 2
- Tent or awning: Section 3
For a smooth return process, please follow these steps:
Include with your return:
- Original invoice or a sheet with:
- Full name, address, and contact number
- Order number
- Details of the return
- For faulty items: a description of the fault and its location. Mark larger items like tents and awnings with chalk or tape to indicate the fault.
Note: Omitting required details may lead to processing delays or refusal of the return.
Packaging:
- Ensure items are properly packaged and boxed.
- Keep packaging for larger items in case of return.
- Inadequate packaging may result in refusal or a reduced refund to compensate for any damage.
Shipping:
- Use a tracked signature service to avoid loss during transit.
Return Costs:
- Customers are responsible for return shipping costs.
- For large or heavy items, we can arrange a courier collection for a fee, which will be deducted from your refund.
Section 1: Returning an Unwanted Item
You have the right to cancel an order within 14 working days for a full refund under the Consumer Contracts Regulations (2014). We accept returns within 60 days of purchase if the items are unused and in their original, undamaged packaging.
Note: A deduction may apply if the goods have been handled beyond what is necessary, diminishing their value.
Section 2: Damaged or Faulty Items
- Report damaged or faulty items within 5 working days for issues related to transit. Send photographs of the damage to sales@bigoutdoors.co.uk for assessment.
- We arrange for return labels or collections on convenient dates.
- Items may require inspection by our team or an approved third party, with costs discussed beforehand.
- Items returned dirty or wet will be sent back to the customer for cleaning.
- Damages due to misuse, overuse, or negligence are not eligible for a refund or exchange.
- Non-faulty items may incur return and collection charges.
- Confirmed faulty products will be replaced or refunded, including original postage costs for UK addresses.
Section 3: Returning a Tent or Awning
Please inspect tents and awnings thoroughly; returns are only accepted for unused and clean items. Contact us for collection arrangements and pricing at sales@bigoutdoorscompany.co.uk.
Section 4: Return Processing Time
We aim to process returns within 7 days of receipt. Please note, larger items requiring detailed inspection or seasonal peaks may extend processing times. For urgent inquiries, contact us at sales@bigoutdoorscompany.co.uk or 01872 211788.