Returns & Refunds

1. Your consumer rights

Your purchase is covered by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These laws give you rights that apply regardless of anything else stated in this policy. Where there is any inconsistency between this policy and your statutory rights, your statutory rights take precedence.

Under the Consumer Guarantees Act, products must be of acceptable quality, fit for their stated purpose, match their description, and arrive in good condition. If a product fails to meet these guarantees, you are entitled to a remedy as described in Section 3.

2. Change of mind

We accept change-of-mind returns within 14 days of the delivery date, provided all of the following conditions are met:

• The item is in its original, unused condition with all original packaging, tags, and accessories
• The item has not been installed, mounted, or modified in any way
• Proof of purchase (order number or receipt) is provided

Change-of-mind returns are at our discretion. We reserve the right to decline a return that does not meet the above conditions. Return shipping costs for change-of-mind returns are the responsibility of the buyer. Original shipping charges are non-refundable.

Once we receive and inspect the returned item, we will issue a store credit or refund to the original payment method within 5 business days.

4. Items not eligible for return

The following items cannot be returned unless they are faulty or misdescribed:

• Items that have been used, installed, or modified
• Items with missing, damaged, or discarded original packaging
• Special-order and custom items ordered specifically for you
• Perishable or consumable products (chemicals, sealants, lubricants) once opened
• Clearance or final-sale items marked as non-returnable at the time of purchase
• Gift cards and store credit

5. How to return an item

Please do not send items back without contacting us first — unauthorised returns may be declined.

1. Email [email protected] with your order number, the item(s) you wish to return, and the reason
2. We will confirm whether your return is approved and provide return instructions within 2 business days
3. Pack the item securely and send it to the address provided. Use a tracked courier — we are not responsible for items lost in transit
4. Once received and inspected, we will process your refund or exchange within 5 business days

6. Refund processing

Approved refunds are processed to the original payment method via Stripe. SOEL Outdoors does not store payment card details. Refund processing times are subject to your bank or card issuer and typically take 5–10 business days from the date of approval.

Where a refund is not possible to the original payment method (for example, if the card used has expired), we will issue store credit or arrange an alternative with you.

7. Return shipping costs

For faulty, damaged, or incorrectly dispatched items, SOEL Outdoors will cover or reimburse reasonable return shipping costs. We will arrange a courier pickup or provide a prepaid label where available.

For change-of-mind returns, the cost of return shipping is the buyer's responsibility. We recommend using a tracked service — we cannot accept responsibility for items lost in transit.

8. Contact

For any returns or refund enquiries, please contact us at [email protected] or by phone on 03 667 5820. Please have your order number ready.