Delivery Policy
Delivery times
Please refer to approximate delivery times stated on each product listing.
Please note that delivery times cannot be guaranteed and may be impacted by supplier and courier delivery times. We will endeavour to notify customers of any delays to delivery.
Taking delivery & checking for damage
We ask all customers to take delivery in person and, before accepting delivery, to check products and packaging for any damage.
If any packaging or items are damaged, customers should not accept delivery, but should notify the courier company and ourselves about the damage. We would also kindly request photo evidence of any damage where possible.
Please note that failure to notify us of damage upon delivery may affect your right to a refund for damaged items.
Returns & Refunds Policy
Right to return
You can return an item for any reason within 14 days from receipt, provided that the item a) has not been used, fitted, or damaged or b) is faulty, not as described, or does not do what it is supposed to do. It must be returned it in its original packaging with valid proof of purchase.
If your item(s) (or an individual component within a product or bundle) is faulty, and you wish to have a replacement rather than a refund, please email or call us to arrange this. Please note that you may still need to return the faulty item to us under the terms above.
Refunds
We offer full refunds where a) the item and all original packaging is unused and undamaged by you (in ‘as new’ condition) or b) the item is faulty, not as described, or does not do what it is supposed to do.
Items must be returned in their original packaging with proof of purchase. We are unable to offer refunds without valid proof of purchase.
Where an item is faulty, not as described, or does not do what it is supposed to do, we will refund a) the cost of delivery and b) the cost of return (see the ‘How to Return’ section below).
Refunds will be issued once the item has been received and inspected. Refunds will be processed using the same method of payment used for the original purchase. Credit and debit card refunds will be made to the card used for the original purchase.
Exceptions
We do not accept returns or refunds for items that are:
components of a larger product (for instance, fridge or heater accessories that come with the main appliance), or
part of an Outer Land bundle package as advertised on our website,
unless those items are faulty, not as described, or do not do what they are supposed to do.
If you wish to return a component within a product or bundle, you may need to return the entire item, but please contact us to discuss this further.
Where damage is caused during delivery of the item(s), and you have failed to notify us of that damage, we reserve the right to refuse or limit the level of refund in certain circumstances. See the ‘Delivery’ policy above.
How to return an item
To return an item, please complete the online returns form below within 14 days of receipt of your item. You then have 14 days to return the item, its original packaging, and valid proof of purchase, to us.
Returns are at your own cost, unless the item is faulty, in which case we will refund your postage (you will need to provide a receipt for postage) - see the ‘Refunds’ section above.
We recommend you use a recorded delivery service to return items. We cannot assume responsibility for items that are lost in the post.