At Outwell Sales, we’re committed to ensuring your complete satisfaction with our premium camping equipment. We understand that sometimes products may need to be returned or exchanged, and we’ve made this process as straightforward as possible for our valued customers.
Our Return Policy
We accept returns within 15 days of you receiving your order. To be eligible for a return:
- The item must be unused and in the same condition as when you received it
- The item must be in its original packaging with all tags attached
- You must provide proof of purchase (order number or receipt)
Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on air awnings, air tents, and awning carpets/flooring that have been unpackaged or used. All tent packages and accessories must be returned in their original, unopened condition.
How to Initiate a Return or Exchange
Follow these simple steps to return or exchange your camping equipment:
- Contact our customer service team at [email protected] within 15 days of receiving your order
- Provide your order details and reason for return/exchange
- Wait for return authorization – we’ll email you a Return Merchandise Authorization (RMA) number and return instructions
- Package the item securely in its original packaging with the RMA number clearly visible
- Ship the item back to our warehouse at the address provided in your return instructions
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent or defective product). We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.
Refund Process
Once your return is received and inspected (usually within 3-5 business days), we’ll send you an email notification. Your refund will be processed and a credit will automatically be applied to your original payment method within:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
Please note that shipping costs are non-refundable, and you may be responsible for any customs fees incurred on international returns.
Exchanges
If you need to exchange an item for a different size or model (for example, exchanging a 2-person tent for a 3-4 person tent), please follow the return process above. Once we receive your return, we’ll ship the replacement item to you. You’ll be responsible for any price difference and additional shipping costs.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Outwell Sales Team,
I would like to request a [return/exchange] for my recent order (#[Your Order Number]). The item(s) I wish to return/exchange are:
– [Product Name] (Quantity: X)
– [Product Name] (Quantity: X)
Reason for return/exchange: [Please provide details]
For exchanges, I would like to receive: [Product Name and Specifications]
Please provide instructions for returning the item(s).
Thank you,
[Your Full Name] [Your Contact Information]Contact Us
If you have any questions about our returns and exchanges policy, please don’t hesitate to contact our friendly customer service team at [email protected].
From our family to yours, we appreciate your trust in Outwell Sales for your camping adventures.