Refund & Returns Policy

Last updated: 2 November 2026

30 days to change your mind. We pay the return postage. If something is faulty, we sort it out — see below.

Changed your mind

You have 30 days from the day your order arrives to tell us you want to return it. That is more than the 14 days the law requires, and it applies worldwide.

Once you have told us, you have a further 14 days to send the goods back.

We pay for return postage. Email us and we will send you a return label or reimburse the postage you pay — do not buy an expensive courier service without checking with us first.

To be refunded in full the item needs to be in a resaleable condition, with its packaging and any accessories. You are welcome to open it and inspect it as you would in a shop. If you go further than that and the item loses value as a result, we may reduce your refund to reflect that — we will always explain the deduction before we make it.

How to start a return

1. Email hello@fellmontoutdoors.com with your order number and what you are returning.
2. We reply within one working day with the return address and a postage label.
3. Send it back and keep your proof of postage.

Please do not post anything back before you have heard from us — returns that arrive unannounced are hard to match to an order, and the correct return address depends on the item.

You can also use the model cancellation form if you prefer, but an email is enough.

Your refund

We refund within 14 days of getting the goods back, or of you proving you have sent them, whichever is sooner. It goes back to the payment method you used, and includes the standard delivery cost you originally paid. Your bank may take a few more days to show it.

Faulty, damaged or not as described

This is separate from changing your mind, and your rights are stronger. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery: you can reject the item and get a full refund.
• Up to six months: we will repair or replace it. If that is not possible or does not fix it, you get a refund.
• Up to six years in England, Wales and Northern Ireland, or five years in Scotland: you may still have a claim if the item did not last as long as it reasonably should have.

We pay postage both ways on anything faulty. Please send us a photo or a short video first — for lower-value items we will often just replace or refund without asking you to post anything back.

The 12 month guarantee

On top of your statutory rights, every product we sell carries a 12 month guarantee from the date of delivery against manufacturing faults and components that fail in normal use. We will repair it, replace it or refund you — whichever suits you best.

It does not cover accidental damage, loss, ordinary wear, or rechargeable batteries that have simply reached the end of their service life. It does not affect your legal rights, which run longer.

Order arrived damaged or not at all

Tell us within a reasonable time and we will replace it or refund you. Until the goods are delivered they are our responsibility, not yours or the carrier's — you do not have to chase the courier.

Cancelling before dispatch

Email us as soon as you can. If we have not dispatched yet we will cancel and refund in full. If it has already gone, treat it as a normal return.

What we cannot accept back

The legal exceptions to the right to cancel are narrow, and most of them do not apply to what we sell. We cannot accept returns of:

• sealed hygiene or personal-care items where the seal has been broken;
• goods made or personalised to your specification;
• perishable goods.

None of this applies if the item is faulty.

Exchanges

We do not run a formal exchange process. Return the item for a refund and place a new order — it is faster, and you are not waiting on our stock.

Contact

Email hello@fellmontoutdoors.com or use the form on our contact page. We reply within one working day.