What happens if I cancel or return my order?
At Raw Outdoors, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may be eligible for a refund or exchange.
If you have purchased using V12 Retail Finance/Klarna, as soon as Raw Outdoors have accepted your cancellation/return, then any necessary adjustments to your balance will be made and further information will be provided, if needed.
14 Day Returns – Consumer Contracts Regulations of 2014
Under the Consumer Contracts Regulations of 2014, you have the right to cancel your order within 14 days of receiving it. To exercise this right, please contact us within 14 days of receipt of your order to let us know that you wish to cancel. You can do this by email, phone or in writing.
Please note that the item(s) must be returned in their original condition and packaging, and you will be responsible for the cost of returning the item(s). Once we receive the returned item(s), we will issue a refund within 14 days of receiving the cancellation notice.
Exceptions to this rule include:
Customised or personalised items
30 Day Returns – Consumer Rights Act of 2015
Under the Consumer Rights Act of 2015 , you have the right to return an item if it is faulty, not as described or does not perform as expected. If you believe that your item is faulty or not as described, please contact us as soon as possible after receiving your order to report the issue.
We will arrange for the item to be collected from you, or for you to return it to us, and will inspect it to verify the issue. If we agree that the item is faulty or not as described, we will offer you the choice of a replacement, repair or refund. If you choose a refund, we will issue it within 14 days of agreeing to the refund.
Please note that this policy does not apply to faults or damage caused by accident, neglect or misuse of the item.
Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed. We will notify you once this has been completed through email.
Raw Outdoors will refund the value of the goods returned but will NOT refund the value of any shipping paid/duties & taxes.
Raw Outdoors will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items. Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect Raw Outdoors to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
You must inform us by telephoning or emailing [email protected] quoting your order number and stating your intention to cancel/return your order. You then have a further 14 days to return the goods.
You will then be required to return such goods, complete with packaging and in an unused and re-saleable condition at your own cost (Unless in the unlikely event that you receive incorrect, faulty or damaged goods)
Alternatively, upon your request we can arrange for the collection of the goods, complete with packaging and in an unused and re-saleable condition, from the address specified and shall deduct the cost of this from the cost of your refund. The customer is responsible for the condition and safekeeping of all goods until collected by us, or, if the customer returns the item to us by their own chosen means, until it reaches us. A refund will be issued within 14 days of cancellation.
This does not apply to items personalised or made to your specification; or vehicles registered in your name; or items of safety equipment such as helmets.
We take customer satisfaction seriously and strive to provide the best possible service at all times. If you have a complaint about a product or service, please follow our complaints procedure:
Contact customer service: If you have a complaint, please contact our customer service team first on the details below. Explain the nature of your complaint and provide any relevant details such as your order number or tracking information.
Provide evidence: If you have any evidence to support your complaint, such as photographs or screenshots, please include these in your communication. This can help to speed up the resolution process and ensure that we understand the nature of your complaint.
Allow time for a response: We aim to respond to all complaints within a reasonable timeframe, depending on the nature of your complaint and our policies. Please allow us a reasonable amount of time to investigate your complaint and respond.
If you are not satisfied with the response from our customer service team, you can escalate the complaint to The Financial Ombudsman Service.
Vulnerable customer policy
Our Vulnerable Customer Policy is a set of guidelines and procedures put in place to ensure that customers who are considered vulnerable are given the appropriate level of support and protection. This policy typically includes measures to identify vulnerable customers and provide them with tailored services to meet their specific needs.
The policy also outlines how our organisation trains its staff to recognise and respond to vulnerable customers, and how it will monitor and review its policies and practices to ensure they are effective and compliant with relevant laws and regulations.