Customer Services

OUT & ABOUT ONLINE

IN-STORE RETURNS POLICY

When you make a purchase from our shops, we will do out best to help make sure you have selected the right products for your needs. We do accept that from time to time, circumstances may mean that what was fine and dandy when you were in the shop turns out to be not so hot when you get it home. If you want to return an item to us because it’s the wrong colour or size or you have simply changed your mind we will be happy to exchange it for goods to the same value or to provide a credit note valid for three months. The item must be returned to us unused and accompanied by proof of purchase. We also ask that returns of this nature are made within 28 days of purchase.

We do not offer refunds in these circumstances. We’re sorry if that sounds harsh but we feel that it’s the best way to control our stock and to continue to offer the, in our opinion, unrivalled breadth and range of products on offer at Out & About. If you think that this returns policy may cause you a problem, particularly if the purchase is a gift or for somebody who isn’t able to make it to our shops in person, please do discuss the matter with our staff at the time of purchase. We are in a much better position to offer a solution if we are forewarned that there might be a problem.

WARRANTY CLAIMS
The manufacturers of many of our products offer warranties that complement or are in addition to your statutory rights. When you make a purchase we will explain to you what the conditions of the warranty that apply to your product are. Many of our suppliers offer “lifetime” warranties. Please note that this refers to the lifetime of the product- (not your lifetime!) and is a way of recognising that intensity of use of outdoor equipment varies greatly from one user to another.

For example, if a pair of boots had an inherit problem that only became apparent after protracted use, a casual weekend walker would discover the problem much later than someone who was using their boots everyday. A “lifetime” warranty would offer both examples the same degree of protection. Warranties do not cover wear and tear or the natural degradation of the product over time.

How we deal with warranty claims:

If you have a problem with a product that you have purchased from Out & About we want to resolve the situation as quickly and effectively as possible. You can help us achieve this by observing the following points:

Please return the product to us as quickly as you can when you notice the problem

Please return the product in a clean and dry condition- this is really important. For Health & Safety reasons neither we, nor our suppliers can handle products that are not clean

Please bring proof of purchase. This can be our till receipt, or a bank or credit card statement indicating the purchase

We will endeavour to offer you an appropriate solution, be it replacement, repair, refund or partial refund at the time you raise the issue with us. However, please be aware that in order to determine the nature of the fault in your product we may need to seek a second opinion, usually from the manufacturer who has testing rigs and equipment that we don’t have available to us on site.

All our suppliers have efficient returns services designed to minimise the inconvenience to the customer. We will undertake to keep you informed of progress and ensure that your product is returned to you within the quickest possible time. Please note, that whilst we are hard at work on a Saturday, our suppliers aren’t so if you return a product on a Saturday we will not be able to discuss it with the manufacturer until Monday.

In involving the supplier or manufacturer in a claim we are not seeking to offload our responsibility to you our customer. It is our aim to work in partnership with our suppliers to ensure the best service we can.

Customer Services

NON-WARRANTY REPAIRS
The following companies offer repairs services.
(Please note that these addresses are listed for information purposes and their inclusion does not indicate Out & About’s endorsement of their services)

Feet First: walking and climbing boot repair service:
Units 4 & 5
Foundry Street Industrial Estate
Whittington Moor
Chesterfield
S41 9AU
Tel/Fax 01246 260795
info@resole.co.uk
www.feetfirst.resoles.co.uk

Shoecare, Clothescare, Equipcare:
resoling/refurbishment of boots and shoes, repair and reproofing of breathable clothing, repair, cleaning and reproofing of outdoor equipment
Shoecare, Clothescare, Equipcare
Rothwell Street
Bolton
BL3 6HY
CALL FREE ON 08000 028 6876
repairs@shoecare-eu.com
www.shoecare-eu.com

Tundra Repairs: repairs to most top name outdoor clothing brands
Tel. 0191 419 3444

For more information on your rights (and ours) visit the website of Trading Standards here