Returns and Refunds Policy

We at Outdoor Living want to ensure our customers journey with us is the best it can be. As such, we want to make sure that all aspects of this journey are taken seriously and given as much attention as every other part of it.

So, when it comes to Returns or Issues with items, we want to try and resolve these in the quickest time frame possible with minimal disruption to our customer.

We ask our customers to follow the following guidelines when in receipt of their orders:

1. Upon delivery, check the packaging – does it look intact, are there any marks or damage to the package?
2. Check the “Description” on packaging. Is it addressed to you, is there anything that you are not happy or unsure about?
3. If delivered by an independent courier like Securispeed, Penrose, BJ Transport or any other courier used by Outdoor Living, please inform the driver at this point of any concerns. The driver can bring the items back and we can organise a replacement with our Warehouse and our Logistics Dept. will get the replacement(s) organised as soon as possible. We ask the customer to let us know directly about the issue by calling us on 018018000 or email at [email protected] .
4. DPD – if you are at home when your package arrives, ensure you are happy with the condition of the package. If you are not happy with it, please refuse the package and again, contact us either by phone on 018018000 or email at [email protected] making us aware of the issues.
5. An Post – if the package arrives when you are home, please again, check the parcel before accepting it. At this stage you can refuse the package if you are not happy with it. The package will return to sender. Please contact us on 018018000 or email us at [email protected] making us aware of the issue.
6. If you refuse to accept a delivery, please contact us to make us aware of the issue as soon as possible – this will not impact any of your Statutory Rights.
YOU PURCHASED ONLINE AND THE ITEM IS NOT TO YOUR LIKING OR SATISFACTION:

If you change your mind about any items you purchased from Outdoor Living online, your statutory rights are not impacted. You have 14 days to change your mind from the date of receipt of delivery. You then have 14 days to return the product to us from the date of informing us of your decision. You have the right to a full refund including delivery charge and once we have processed a refund, customers will receive the refund to the originating account within 3-10 working days.

NOTE: The item(s) being returned must be in sellable condition for a full refund to be actioned The customer is liable for any diminished value of the goods resulting from the handling of the goods beyond that necessary to establish their nature, characteristics and functioning.

You will have the option to return the item(s) to us yourself. Alternatively, you can request for the item(s) to be collected in which a collection charge would be quoted for you.

If your item(s) were delivered by An Post, you can simply click the following link to arrange collection of the item(s) An Post Returns If you are having any issues, please contact our Team on 018018000 or email us at [email protected] informing us of your request.

If your delivery was with DPD and you require a collection, please call us on 018018000 or email us at [email protected] with your Invoice details.

If your delivery was by Securispeed, Penrose, BJ Transport or any other 3 rd Party Courier, please call us on 018018000 or email us at [email protected] and have your Invoice details to help us resolve your query as quick as possible.

Depending on the items and location, fees will vary but you will be instructed before collection of the charge.

YOU PURCHASED IN STORE AND THE ITEM HAS BEEN DELIVERED BUT NOT TO YOUR LIKING:

Unlike online/distance selling, your rights for items you purchase & you have already viewed in store are different. If you find the item arrives and you do not like it, OutdoorLiving are not under any obligation to take this item back or issue a refund to the customer. We would always try to resolve the issue by offering alternative items or credit in some cases. Unfortunately, we cannot offer refunds on this kind of sale.




Contact our Team on 018018000 or email [email protected] for Glen of the Downs sales or [email protected] for item(s) purchased from our Dunboyne store, for any additional assistance.

YOU RECEIVED YOUR GOODS BUT AFTERWARDS DISCOVERED THEY WERE DAMAGED/FAULTY:

If you open your packaging or assemble the items and then discover damage/fault, please contact our Team within 30 days on the number below. We will require the order number, a description of the issue along with images of the damage/fault. Once we receive this, we will find a solution. We will either replace the item, offer to fix it ensuring the quality and integrity of the item is in no way affected or offer a full refund. This does not affect your statutory rights.




If the items are deemed to be faulty and the fault is not that of the customer, Outdoor Living will incur the collection charges.




Contact our Team on 018018000 or email [email protected] ( Outdoor Furniture & Accessories, Wooden Structures, Greenhouses, Heaters, Water Features, BBQs, Awnings ) or [email protected] ( Artificial Grass, Beanbags, Artificial Trees, Decking ) informing us of your issue.

YOU RECEIVED YOUR GOODS BUT ARE PLANNING TO STORE THEM FOR A PERIOD OF TIME:

If you have any issues or queries about your delivery please inform the delivery driver at the time of delivery, if your item is damaged or there are missing parts on delivery, please contact us within 30 days so that we can arrange collection and replacement, repair, or refund of the item as we may not be able to cater for any claims after this time. This does not affect your statutory rights.




If you are planning to store your item(s) for a period before using them, please ensure you check the item(s) before storing away.




You can contact us on 018018000 or email us at [email protected] with Invoice details and an explanation of the issue/damage/missing part(s).

REFUND TIME FRAME:

NOTE: we cannot action a refund until the items are returned to us, where upon we can confirm the issue is indeed due to fault/damage/14 day online & fit for resale.


Once this is confirmed, we will then request the refund to be carried out by our Accounts Dept. The monies will be refunded to the originating account that the order was paid by.


Refunds can take up to 10 working days depending on the payment method.


If you have any issue with your refund, please contact our Accounts Dept. direct at [email protected] or call us on 018018000.

OUTDOORLIVING DELIVERIES & COLLECTIONS

AN POST:

You can check out the Returns Procedure for An Post by visiting An Post Returns




For update on your delivery, An Post will email you Tracking Details which will allow see the status of your delivery.




For any more specific information, please contact our Team on 018018000 or email us at [email protected]

DPD

For any updates on your delivery, please check your email. DPD will keep you updated via email alerts with Tracking Details. They will also give you a delivery date with approx. delivery time.




If you have not received your order by the expected date, please contact us on 018018000 or email us at [email protected] to make us aware of the issue.

SECURISPEED, PENROSE, B.J. TRANSPORT or ANY OTHER COURIER USED BY OutdoorLiving:

Please contact OutdoorLiving directly on 018018000 or email us at [email protected] for any concerns regarding deliveries made by these Independent Couriers.

All our Policies are in accordance with current EU legislation and in no way impact on your Statutory Rights.




If you are not happy with any aspect of our Policies and wish to dispute a decision, or to make a consumer complaint, you can visit https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN