Refund policy
Last updated: 20 October 2026
About this policy
This Return and Refund Policy applies only to goods purchased directly from Outpacker through the checkout on our website.
Some products shown on Outpacker are offered through affiliate links. If you follow an affiliate link and complete your purchase on another retailer's website, that retailer is the seller and its return, cancellation, exchange and refund policy applies. Outpacker cannot authorise or process a return or refund for an affiliate purchase. Please contact the retailer named on your order confirmation or receipt.
Cancelling a direct online order
If you are a consumer in the United Kingdom and purchase goods directly from Outpacker online, you normally have the right to cancel your order without giving a reason. You must tell us that you wish to cancel within 14 days after the day on which you, or a person you nominate, receives the goods.
If one order is delivered in separate parcels on different days, the cancellation period normally ends 14 days after the day on which the final item is received.
After telling us that you wish to cancel, you must send the goods back within 14 days. To cancel, email team@outpacker.co.uk with a clear statement that you wish to cancel. You may use the model cancellation form at the end of this policy, but you do not have to use it.
If you are in the European Union and applicable consumer law gives you a right to withdraw from a direct online purchase, the same 14-day process will apply unless the law in your country gives you additional rights.
How to return a direct purchase
- Email team@outpacker.co.uk and include your order number, the item you wish to return and your contact details.
- If the item is faulty, damaged or incorrect, describe the issue and attach clear photographs where reasonably possible.
- We will provide the correct return address and any return instructions. Please do not send an item to a manufacturer, supplier or any other address unless we instruct you to do so.
- Package the item securely and keep proof of posting. We recommend using a tracked service because you remain responsible for a change-of-mind return until it reaches us.
Our return instructions do not reduce or delay any cancellation or consumer rights you have under applicable law.
Condition of returned goods
You may inspect and handle an item only as you reasonably would in a shop. Where possible, return it with its tags, accessories, manuals and original packaging.
For a change-of-mind return, we may reduce the refund to reflect any loss in value caused by handling beyond what was necessary to establish the item's nature, characteristics and operation. Missing original packaging alone will not remove your statutory rights, but damage or unnecessary handling may affect the amount refunded.
Return delivery costs
For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods where we told you of this responsibility before purchase, unless we agree otherwise.
If goods purchased directly from Outpacker are faulty, damaged on arrival, not as described or incorrect, we will cover reasonable return costs or provide a suitable return method. Please contact us before arranging the return.
Refunds for cancelled direct orders
For an eligible cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option, if you paid for delivery. If you selected a more expensive delivery option, we are not required to refund the additional cost above standard delivery.
We will issue the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or receive evidence of return.
Refunds will be made to the original payment method unless you expressly agree otherwise. Your bank, card issuer or payment provider may need additional time to show the refund in your account.
Faulty, damaged, incorrect or misdescribed goods
Please inspect your order when it arrives and contact us promptly if an item is damaged, defective, incorrect, not as described or does not do what it is supposed to do. Include your order number and photographs where reasonably possible so that we can investigate.
For direct purchases, your rights under applicable consumer law are not limited by this policy. In the United Kingdom, you may be entitled to reject faulty goods within the statutory short-term period or to request a repair, replacement, price reduction or refund, depending on the circumstances and when the problem is reported.
Damage caused by misuse, an accident, normal wear and tear, failure to follow care instructions, or an unauthorised repair is not treated as an inherent fault, although this does not affect any rights you may have in a particular case.
Exceptions to change-of-mind cancellation
The statutory right to cancel may not apply to certain goods and services, including:
- goods made to your specifications or clearly personalised;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been broken;
- sealed audio, video or computer software after the seal has been broken;
- goods that become inseparably mixed with other items after delivery;
- digital content once supply has begun, where you expressly agreed to immediate supply and acknowledged that you would lose your right to cancel; and
- other products or services excluded from cancellation rights by applicable law.
If an exception applies, this does not remove your rights where the goods are faulty, damaged, incorrect or not as described.
Exchanges
To ask about an exchange for a direct purchase, email team@outpacker.co.uk before returning the item. Availability is not guaranteed. We may ask you to return the original item for a refund and place a new order for the replacement.
For an affiliate purchase, any exchange must be arranged directly with the retailer from which you bought the item.
Orders cancelled before dispatch
If you want to cancel a direct order before it is dispatched, contact us as soon as possible. We will try to stop the order, but we cannot guarantee this once processing or dispatch has begun. If the order has already been dispatched, follow the return process above.
Late or missing refunds
If we have confirmed that a refund has been issued but it has not appeared within the timeframe given by your payment provider, first check with your bank, card issuer or payment provider. If you still need help, email team@outpacker.co.uk with your order number.
Your legal rights
This policy does not exclude, restrict or replace any rights or remedies that cannot lawfully be excluded under applicable consumer protection law.
Contact us
For a direct Outpacker order, email team@outpacker.co.uk to cancel an order, start a return, ask about an exchange or report a problem.
For an affiliate purchase completed on another retailer's website, please contact that retailer directly using the details on your order confirmation or receipt.
Model cancellation form
Complete and send this form only if you wish to cancel a direct purchase from Outpacker. You may send the same information by email.
To: Outpacker, team@outpacker.co.uk
I give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods:
Ordered on:
Received on:
Customer name:
Customer address:
Customer signature (only if submitted on paper):
Date: