Complaints Policy
Stay-Outdoors.co.uk – Complaints Policy
Last updated: September 2025
At Stay-outdoors.co.uk, we want every customer to be delighted with their shopping experience.
If something isn’t right, we’ll do our best to put it right quickly and fairly.
1. How to Make a Complaint
Please email sales@stay-outdoors.co.uk with:
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Your order number
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A brief description of the issue
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Photos if the problem relates to a product fault or delivery damage
If you prefer, you can also use our Contact Form or write to:
Stay-outdoors.co.uk Customer Care
128 City Rd, London, EC1V 2NX
2. What Happens Next
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Acknowledgement: We’ll confirm we’ve received your complaint within 2 working days.
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Investigation: We aim to review and respond with a proposed solution within 14 working days.
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Resolution: We’ll work with you to agree on the best outcome—this may include replacement, refund, or another appropriate remedy.
3. If You’re Not Satisfied
If you feel your complaint hasn’t been resolved, you may request a review by a senior team member.
You can also seek advice or alternative dispute resolution through your local Trading Standards office or via the UK Government’s Online Dispute Resolution (ODR) platform.
4. Our Commitment
We log all complaints to help improve our products, service, and delivery partners.
Your feedback helps us create the best outdoor shopping experience possible.
Stay-outdoors.co.uk
sales@stay-outdoors.co.uk