Returns & Refunds
We want you to be completely happy with your Out.Done order. If there's a problem with your delivery or products, or you simply change your mind, our team is here to help.
Below you'll find answers to our most common questions about returns, refunds and cancellations.
I've noticed an issue with my product. What should I do?
If you believe there is an issue with your product, please contact us as soon as possible before the product is installed. We recommend checking your products carefully when they arrive and before installation. If you notice any damage, defects or other issues, please contact us before using or installing the product. Installing a product after identifying a visible issue may affect your ability to make a subsequent claim.
If your order has been delivered incorrectly, arrives damaged, is faulty, not fit for purpose or is not as described, please contact us within 30 days of delivery to arrange a return.
Where the issue is with the product or our delivery, Out.Done will arrange collection at our cost.
Can I return a product if I've changed my mind?
Yes. If you placed your order online or over the phone, you have the right to cancel your order within 14 days of delivery. To be eligible for a full refund, products must be unused, in the same condition in which they were supplied and, where applicable, in their original packaging.
Please note that bespoke or specially made products and pre-sealed items cannot be returned.
How do I return an order if I've changed my mind?
If you choose to cancel your order within the 14-day period, you will be responsible for returning the unused products to the Out.Done depot. If you are unable to arrange the return yourself, we can arrange collection on your behalf. A collection charge will apply, which is approximately £180 inc. VAT per pallet. The exact charge will depend on your order and collection requirements.
Please contact our team before arranging a return so we can advise you on the process.
When will I receive my refund?
Once your returned goods have been received and checked, we will process your refund within 14 days of the products being returned to us. Refunds will be made using the original payment method, unless otherwise agreed.
What if my delivery arrives damaged?
Please check your delivery as soon as possible and contact us if you notice any damage. If your products arrive damaged, please take photographs of the products and packaging where possible and contact us before installation. We will work with you to resolve the issue and, where appropriate, arrange collection and replacement or a refund.
Need help with a return?
If you're unsure whether your order can be returned or need help arranging a collection, please contact our Out.Done team. We're happy to help.