Any problem is at best a nuisance and we aim to help you sort it out as soon as possible through our FAQs, guides and videos. But what happens if it involves a piece of equipment?
Well, we operate under legislation that protects consumers and lays out strict lines of communication and responsibility to ensure a solution to a problem is quickly reached.
Problem with a product
Any problem with a product should be reported to the supplying retailer and not the manufacturer. This meets contractual obligations laid down by Consumer Acts that are vigorously enforced. We cannot deviate from them but we heavily invest resources to help our customers (the retailer) service their customers (the camper) to ensure stock flows smoothly and that all contractual obligations are met.
For further information on consumer rights please visit:
Citizens Advice here or Money Saving Expert here.
Buying products and spares
To ensure maximum efficiency and meet legislation we do not directly sell any product, including spare parts, to the public but support our retail network throughout the countries in which we operate.
Retailers are independent businesses so we have no access to their stock situation or to what tents they have on show. We often find the quickest way to check stock is via Google where global searches are made of retail websites in real time. Our brand site search engine will help you locate your nearest retailer here: Find Dealer
It is always advisable to construct a ‘First Aid’ kit for your gear and we have produced a number of guides to help you carry out basic in-the-field maintenance. However, larger spare parts can be obtained from your Outwell dealer or via Scottish Mountain Gear here.
We hope that this, our FAQs and our guides will help you meet any problem encountered during your camping life but please feel free to contact us here: Contact Form
Please note that given seasonal work fluctuations it may take up to three working days to reply.