Who to contact:
Your Point of Purchase is your first stop for all product and warranty queries.
We do not sell directly to private customers and warranty issues are to be handled by the dealer (Sales of Goods Act). We therefore kindly ask you to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.
We operate under consumer legislation in force within all countries in which we trade. In the UK it is the Consumer Rights Act 2015 (Sales of Goods Act 1979 for items purchased prior to 1 Oct 2015) that protects consumers and lays out strict lines of communication and responsibility to ensure a solution to a problem is quickly reached.
Our resources are concentrated on helping our customers (the retailer) service their customers (the camper) to ensure stock flows smoothly and that all obligations dictated by whatever country’s consumer law that is in operation are met fairly and quickly. We are unable to work outside this structure but retailers are normally aware of their responsibilities and will endeavour to quickly resolve a problem. Go Outdoors should be no exception.
If disputes happen - what to do next?
Unfortunately, while we work with a supplying retailer to ensure their product issues are resolved we cannot enter into a dispute that legislation states is between a retailer and their customer. If you are unhappy with the way a retailer is handling a dispute we suggest referring to the relevant Consumer Rights Acts for these are vigorously enforced. For the UK we advise visiting the following websites to help understand the regulations so that you can expedite a claim:
We ensure continuous feedback to relevant departments
We do pay an active interest in problems experienced and retailer feedback (including that gathered as part of their meeting consumer legislation) is passed back to us as part of their responsibility as our business partners. This is added to information we obtain from numerous sources, including personal experience and from talking to campers we meet at shows and in the field. Everything is fed back to our R&D department to aid them in product development.