Returns

Here at Out & Out Original, we care about making sure your brand-new purchase takes pride in its place in its new home - your home.

We are extremely passionate about the unique products that we offer and are confident that you will love them just as much as we do! As after all, we’ve spent a lot of time traveling the globe to bring unique pieces to your home

However if you are not happy with your new piece of furniture (although we’re positively sure that you will be), any item can be returned for a refund (minus a £39.95 collection fee) for any reason within 14 days. The exception to this is our made to order sofa and armchair collection, whereby we offer a 30-Day comfort trial guarantee, meaning if after 30 days you are still unhappy with the comfort of your sofa, you can return it

Simply email us at [email protected] or call us on 0204 537 8466 and we will arrange for a courier to come and collect the goods and issue you a refund.

Please visit our Delivery Information page for answers to commonly asked questions regarding delivery.

I wish to change my order?

Do not worry, just pop us an email or call us and we will update your order. If your changes require partial refunds or additional payments, we will contact you to arrange this as long as it is within 24-36 hours of your order being placed.

What if I would like to return my order?

If you are not satisfied with your order then you may return it to us in an unused and sellable condition within 14 days. If you choose to return your product, please bare in mind that there will be a £39.95 collection charge. Goods requiring assembly are non-returnable once constructed. For our Made to Order Sofa Collection, we offer a 30 Day Comfort Guarantee, whereby If after 30 days you are still unhappy with the comfort of your sofa, you can return it. 

Please note that you are responsible for ensuring that all items are in their original packaging and secured appropriately for the return journey to our warehouse. We will check the condition of the packaging and product upon receipt, which will determine whether you receive a full refund. Returned products that are not in their original packaging will have a £50 repacking fee levied against any refund

Exceptions to this guarantee are:

1) Custom-ordered/special order products such as our made to order sofas.
2) Products that have been assembled
3) Products without original packaging

If you order one of our "Made to Order" sofas, these have a lead time of 10 weeks. The long distance selling rule does not apply to made to order furniture, so please make sure that you are happy with your order before placing it as a refund due to "change of mind" will not be accepted. However, we do offer a 30 Day Comfort Guarantee, whereby If after 30 days you are still unhappy with the comfort of your sofa, you can return it. See our 30 Day Comfort Trial policy.

What if I have Faulty Products and/or need Replacement Parts?

Items exhibiting fault or manufacturing defects must be reported within 5 working days from the date of delivery. To do this, please click here to fill out our Claim Submission Form where we aim to get back to you as soon as possible with a diagnosis of the issue and a resolution. Alternatively, you can email us at [email protected] with a description of the issue and images identifying the faults or defects with the product. As part of your submission, please also include a photo of the box/boxes that your order was delivered in, as this is necessary for our claim assessment procedure. Please note: using the forms will speed up our response rates so we encourage all customers to use the Claim Submission Form

All of our products are covered by a One Year Structural Guarantee unless otherwise stated. Therefore, if any of our products develop faults during this time, please contact us and we can issue you with a replacement. Exceptions to this guarantee are:
1) Domestic products used in commercial environments
2) General Wear and Tear
3) Faults due to misuse or inappropriate due care

Unfortunately, if the product you need replacing is no longer in stock, we can only offer a full collection and refund, or a replacement of another product in a similar price range. Or alternatively if the product is coming back in stock, we can place you on a Pre-Order to secure your replacement for when it’s next available.

What if I have received incorrect products?

If you believe you have received any incorrect items please contact us with details of the issue at [email protected] within 7 days. Requests sent after 7 days will not be accepted under this policy, however we will always endeavour to resolve any issues to a mutually agreeable solution. Sizes, dimensions, colours and weights depicted on the website may vary slightly but if you feel the product has been misrepresented please reach out to us.

If you choose to return the product, it must be returned to us unassembled, unused and in its original packaging. Any items that do not have their packaging we unfortunately cannot accept back. Returned products that are not in their original packaging will have a £50 repacking fee levied against any refund.

It is the responsibility of the customer to check that the measurements of their items are suitable for their use, as well as, entry into the delivery premises. Failed deliveries due to products not fitting through doorways, staircases or other entry points will receive a £39.95 failed delivery charge.  

Collections and Refunds

Please note: 

• Where a refund is dependant on us collecting your order, we can only issue the refund once the goods have been collected and returned appropriately to one of our warehouse locations.

• Our dedicated two-person courier will contact customers directly to arrange a suitable time for collection.

• If a customer cancels within 24 hours of an agreed collection or fails to be present at the time of collection, a £39.95 re-collection fee will be deducted from the refund.

• In the event a customer cancels or fails to be present on the agreed collection time, it is the customers’ responsibility to re-arrange the collection directly with the courier. If this is not done within 30 days of the original refund request, the refund will be cancelled.

• It is the customer’s responsibility to make sure the product is un-damaged, not faulty and there are no missing components before disposing of the original packaging as this would be needed for a return.

• In the situation that the customer needs to return a faulty product and have already disposed of their original packaging, it is the customer’s responsibility to pack the product back in a way that is safe for transportation or risk a £50.00 repacking levy.

• If the customer has not paid for assembly with their original order, it is their responsibility to dismantle the product for the return, or with agreement pay an additional £79.99 for the item to be disassembled before we can arrange a collection with our courier( if this is possible).

• If the product cannot be dismantled and packaged safely for transportation by the customer ready for the collection, we will not be able to process a collection/refund for the product. In this instance, for us to be able to facilitate a refund, with agreement from the customer the disposal of product would be the customers responsibility to arrange and finance.

• If a customer is in need of a spare part/component from their set, please understand we cannot provide this for all of our products, this is because most of our sets are pre-packaged and boxes cannot be opened for spare parts.

• It is the customer’s responsibility to re-arrange deliveries and collections with the courier to a suitable time for them. We cannot compensate customers for time off work or timing inconveniences.

What is my warranty?

If your product develops a fault within the first year after purchase that is through no fault of your own, you are entitled to a refund or replacement. We cannot supply you with a replacement/refund once your warranty period is over. Please understand that we may not be able to replace an individual component from your product, in the case we cannot, compensation can be offered.