Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, completely unused, unignited, and in its original, undamaged packaging (including any structural transit pallets). You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@theoutdoorlivingcompany.co.uk.

Important Notes on Returns for Heavy Freight Items:

  • Return Address: Because we work with a centralized network of specialist manufacturer hubs, please do not send items back without contacting us first. We will provide you with the correct distribution warehouse return address for your specific item.

  • Return Shipping & Restocking Fees: For change-of-mind returns on oversized or freight-delivered items (such as outdoor kitchens, pizza ovens, and fire tables), the customer is responsible for arranging and paying for the specialized palletised return shipping. Additionally, these items may be subject to a manufacturer restocking fee of up to 15-20%, which will be deducted from your final refund.

  • Items sent back to us without first requesting a return authorization will not be accepted.

Damages and Issues Please thoroughly inspect your order upon delivery. For heavy freight and palletised deliveries, you must inspect the outer packaging and contents before signing the courier's delivery note. If the item is defective, damaged, or if you receive the wrong item, note this clearly on the courier’s paperwork and contact us immediately at sales@theoutdoorlivingcompany.co.uk so that we can evaluate the issue and arrange a swift replacement.

Exceptions / Non-Returnable Items Certain types of items cannot be returned, such as custom-built products (including bespoke outdoor kitchens, custom gas configurations, or personalized masonry color finishes). We also do not accept returns for hazardous materials, flammable liquids, or gases that have been unsealed or filled. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on clearance sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK & European Union Cooling Off Period Notwithstanding the above, customers retain the right to cancel or return their order within 14 days for any reason and without justification. As above, the merchandise must be in its original, pristine condition, unused, and in its original packaging/pallet.

Refunds We will notify you once the specialized manufacturer hub has received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days (minus any applicable restocking or return transport fees). 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 sales@theoutdoorlivingcompany.co.uk.