I have received my order, but would like to return the goods.
If you have regretted your purchase and wish to return your product, please use our returns form on www.outwell.com/en-gb/return-form. To return products using the returns form, you need to log in with your order number and email address.
After you register your return consignment, you will be redirected to DHL’s website and given further instructions. You must then hand in your parcel for dispatch at your local post office. The product(s) cannot be returned COD or without postal delivery.
Please notice you will automatically be contacted by our service department if the parcel exceeds 30 kg. Our service department will then arrange a pickup.
See below for further details on freight charges:
Return freight, small packages (below 30 kg): 6,5 €
Return freight, large packages (above 30 kg): 15 €.
The purchase price of the received and approved return parcel will be refunded within 14 days. Please note that we charge a fee for return parcel freight (see the list of freight charges above).
Right of cancellation/right of return:
You have the right to cancel your purchase within 14 days without giving any reason. If you have purchased several items in one order, you can choose to cancel the purchase of some or all of these products. The cooling-off period expires 14 days after the day on which you or another person designated by you (however, not the carrier) has taken physical possession of the item(s). If you have ordered several items in one order and we are unable to dispatch all the goods at the same time, the cooling-off period will commence from when you or another person designated by you (however, not the carrier) takes physical possession of the last item. If the cooling-off period expires on a public holiday, Saturday, 5 June (Constitution Day), 24 December or 31 December, the deadline will be extended to the following weekday.
If you return one or more products to us, you as the customer are responsible for the goods in transit. It is very important that you pack the products properly to avoid damage to the products or the original packaging. Never use the original packaging as outer packaging, as it may be damaged.
I have a claim, what should I do?
If you purchase a product and it has a defect, for example faulty materials or a defect in manufacture, the rules of the Danish Sale of Goods Act (Købeloven) apply. You can complain about product defects within 24 months from the delivery date by contacting us via our Customer Service Department here. Please state your order number when contacting us. If you can take a photo of the product, this may expedite the handling. Remember to enclose a copy of your receipt. You must notify us of the defect within a reasonable period of time and no later than two months after you have discovered the defect.