Refund policy
At Out & Back Ltd, we want you to be completely satisfied with your purchase. If you're not happy with your item, we're here to help.
Returns Overview
We offer a 28-day return policy, meaning you have 28 days from the date of receipt (for online orders) or purchase (for in-store purchases) to request a return or refund.
To be eligible for a return:
- Items must be in their original condition – unworn, unused, with tags, and in their original packaging.
- You must provide proof of purchase (e.g. receipt, order confirmation email).
Please note: The 28-day return period for online purchases begins the day after you receive the item, in line with the Consumer Contracts Regulations 2013.
How To Return An Item
To initiate a return, please email us at info@outandbackstore.com. We’ll provide instructions and confirm the return address:
Returns Address:
Out & Back Store
45 The Green
Aberdeen
AB11 6NY
United Kingdom
Please do not send items back without first contacting us. Returns received without prior notice may not be processed.
We recommend using a tracked postal service to ensure safe delivery. Customers are responsible for return postage unless the item is faulty, damaged, or incorrect.
You can always contact us for any return question at info@outandbackstore.com.
Exchanges
If you need a different size, colour, or product, the quickest method is to return your original item and place a new order separately once the return is accepted.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@outandbackstore.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately at info@outandbackstore.com if:
- Your item is defective or damaged.
- You received the wrong item.
We'll arrange a replacement, exchange, or refund as appropriate. In these cases, return shipping costs will be covered by us.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
