Orders received during working hours (Mon-Fri 9am-4pm excluding bank holidays) will be processed by the next working day excluding bank holidays. Orders received at weekends will be processed on a Monday excluding bank holidays.
Payment and Pricing
All prices are in pound sterling and are exclusive of VAT at the current rate. Please select VAT option on dropdown box. Payment can be made securely using any of the methods displayed on our website. All payments are subject to validation checks and where required, authorisation by the card issuer. If the issuer of your payment refuses to authorise, we have the right to cancel the order.
Damaged goods / part delivery
All your goods should arrive in perfect condition, however, if you do receive any goods that appear to be faulty or damaged, the company must be advised as soon as possible. This applies to any items that may appear to be missing, unless stated on the invoice that the item is currently out of stock. If any items are not to be used straight away, we advise customers to check that these have been received in perfect condition and working order. The company will do everything possible to ensure your delivery arrives on time and intact, we will not accept responsibility for any additional expenses occurred due to late or incomplete deliveries
The terms and conditions of sale detailed below are provided for your information, in line with legislation contained in Consumer Protection (Distance Selling) Regulations 2000. This legislation covers items bought where there is no direct contact between the supplier and the consumer. It does not apply where goods are bought for business use, from showrooms, fairs or exhibitions.
All returns must be accompanied with your original sales invoice and clearly labelled.
Goods returned without supporting documentation will not be considered and may be refused. Carriage charges will not be refunded unless the item(s) is found to be faulty or have a manufacturing defect. We do not refund on customers incurred expenses.
Return of goods which are not damaged or defective:
a) Distance Selling regulations allow for a cooling off period of 7 working days from the day after receipt of goods covered under the legislation. Customers may return specified goods without reason within this period for a refund. This excludes goods made to the consumer's specifications. Goods returned must be complete, unopened and in their original packaging in a resalable ‘new’ condition. If the goods are not in a re-saleable condition, we reserve the right to refuse a refund, or deduct up to 20% of the purchase price from the refunded amount.
b) The cost of returning and appropriately insuring the goods until satisfactory receipt at the company will be borne entirely by the customer. If required, the company offers a collection service at a charge of £15 per parcel (up to a maximum of 20kg) from addresses on Mainland UK or the Isle of Wight. For collection from other locations / countries please call for a quote.
If a refund is required
a) We will refund you the price you paid minus the original delivery charge. Refunds will be issued within 28 days of receipt of the returned goods.
b) We will apply the refund to your original payment method, for example back to your credit card.
If an exchange of goods is required
a) After safe receipt of the returned item, we will despatch an alternative product of your choice.
b) If the replacement is more expensive the balance of the price together with the delivery will be payable prior to despatch to you.
c) If the replacement product is cheaper we will refund you the difference less the delivery charge.
d) Special offers; it is not always possible to exchange goods which were originally purchased as a ‘Special Offer’ for the same price as the offer. Some items may have been selected as a special offer because of manufacturer availability or under restricted colour or size conditions.
Return of goods which are faulty; not of satisfactory quality or not fit for purpose
a) If you wish to return goods which you believe are damaged or faulty, please contact us to discuss the best way to return them to us. If the item is heavy or large we can arrange a courier collection for you.
b) Upon receipt we will investigate your claim within 5 working days.
i) If the fault is obvious and inherent we will process the refund, repair or exchange at our discretion within 7 days
ii) If the fault is not obvious or disputed we may invite the manufacturers to test or inspect the product on your behalf. This process can take up to 4 weeks depending on the fault and availability of the manufacturers to conduct their investigations.
d) In the event that the product does not have a fault or damage due to faulty manufacturing, but has been misused or sustained damage after purchase; or is subject to normal wear and tear, we will contact you to discuss whether you wish the goods to be returned or repaired, if a repair is feasible. In these circumstances both the cost of repair and return of the goods to you would be at your expense
Every effort has been made to ensure that the specifications on this Website are correct at the time of going to print however technical data, including colour, dimensions and weights serve only as a guide. Sometimes product specifications may change, in such instances we'll do our very best to inform you when placing your order. All our sizes and measurements are approximate and the utmost care is taken to ensure the accuracy of these dimensions. No guarantee is given or implied that goods will conform in absolute detail to the description or illustrations published.
Printing & Pricing Errors
In the event a product is listed at a wrong price due to a typographical (human) error or incorrect pricing information received from our suppliers, we have the right to refuse or cancel any orders placed prior to a contract being made. We will, of course, inform you at the earliest possible time. Prices found through search engines may not be accurate as they may include items from previous promotions or older seasons. The search provided through our own website search facility will be correct and accurate.
These terms and conditions do not affect your statutory rights as a consumer.
Contacting Outdoor Factory Shop
You can find full details of all contact details on our contact us page.