Refund policy

Returns & Refunds

We want you to be confident when ordering from SOS Outdoors. This page explains how to cancel an online order, return an unwanted item or report a faulty or incorrect product.

Changing your mind

If you are a consumer buying online, you can cancel most orders without giving a reason. You must tell us that you wish to cancel within 14 days of receiving your order.

After notifying us, you must send the goods back within a further 14 days.

To start a return, contact us through our Contact Us page and provide:

- Your order number
- Your name and delivery address
- The item or items you want to return
- The reason for the return, if you wish to provide one

We will reply with the return instructions and return address. Please do not send a parcel without including enough information for us to identify your order.

Condition of returned items

You may inspect an item as you would in a physical shop, but you are responsible for looking after it while it is in your possession.

Unwanted items should be returned complete and, where possible, with their original tags, accessories and packaging. Clothing and footwear should only be tried on indoors and must not be worn outdoors, washed, altered or damaged.

We may reduce the refund if an item has been handled more than necessary and this has reduced its value.

Military-surplus condition

Many of our products are genuine military surplus. Unless described as new, surplus items may show normal signs of previous issue, storage or use. These can include minor marks, fading, repairs, variations in shade, dates, labels or manufacturer.

These expected variations are not normally faults when they are consistent with the product description and condition grade. However, your statutory rights still apply if an item is faulty, materially different from its description or not fit for purpose.

Return postage for unwanted items

You are responsible for the cost of returning an unwanted item. We recommend using a tracked service and keeping your postage receipt until your return has been completed.

You are responsible for the parcel until it reaches us. We cannot refund an item that is lost during return shipping unless you can resolve the loss with your chosen carrier.

Refunds for unwanted items

Once the return has been received and checked, we will refund the price paid for the returned item.

When an entire order is cancelled under your legal cancellation rights, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive or express service, the additional delivery cost is not refundable.

We may withhold the refund until we have received the goods or you provide evidence that they have been sent back, whichever happens first. Eligible refunds will be made within 14 days of that point, using the original payment method.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged, not as described or different from what you ordered, contact us as soon as possible. Please provide your order number, a description of the problem and clear photographs where appropriate.

Do not return a faulty or incorrect item until we have provided instructions. Where the item is confirmed as faulty or incorrect, SOS Outdoors will cover the reasonable return cost or provide an appropriate return method.

Under the Consumer Rights Act 2015, consumers normally have a 30-day short-term right to reject faulty goods, goods not as described or goods not fit for purpose. After that period, you may be entitled to a repair, replacement or other remedy depending on the circumstances.

Items damaged in transit

If your parcel arrives damaged, please retain the product and all packaging. Contact us promptly with photographs of:

- The outer packaging
- The delivery label
- The internal packaging
- The damaged item

The carrier may require this evidence when investigating the damage.

Items that cannot normally be returned after opening

Some sealed goods may be exempt from change-of-mind returns after the seal has been broken where they are not suitable for return for health-protection or hygiene reasons. Personalised or custom-made products may also be exempt.

This does not remove your rights if an item is faulty, not as described or not fit for purpose.

Exchanges

We do not guarantee direct exchanges because stock, particularly genuine military surplus, can be limited. The quickest option is normally to return the unwanted item for a refund and place a new order for the required product or size.

Need help?

Contact us through our Contact Us page before returning anything. Include your order number so we can deal with your request quickly.

Nothing in this policy affects your statutory rights.