Unwanted Returns
If the gear isn't what you were hoping for, you can return it to us at your own cost. A few simple conditions for a full refund:
- The item must be unused and in its original packaging.
- It needs to be in a perfect, resalable condition.
- You must have purchased it directly from olproshop.com (if you bought from another retailer, please contact them for their returns process).
How to get a full and speedy refund
To make sure we can process your refund quickly and in full, please ensure the item you send back is clean, dry, and has all its original components. We can't accept returns for items that are dirty, damp, or damaged from use. Once we receive your item, we’ll check it over and process your refund within 14 days.
Please note: If an item is returned in a non-resalable condition, we may need to deduct a small 10% handling fee from your refund.
Faulty or Damaged Items
In the unlikely event your gear arrives damaged or develops a manufacturing fault within the first 30 days, we'll sort it out with a replacement or refund. And of course, we’ll cover the return postage.
What to do
- Get in touch first: Email us at sales@olpro.co.uk with a photo of the issue, or hop on our Live Chat (Mon-Fri, 9am-5pm).
- We’ll guide you on the best way to send it back. We cover return postage costs up to £15 (or £5 for items under 2kg). If a courier quote is higher, just let us know and we can arrange a collection.
- We'll send your replacement: Once we've received the faulty item, we'll get your new gear out to you right away, on us.
- For faults that appear after 30 days, your gear is covered by our fantastic 365-day Warranty & Lifetime Canvas Warranty.
We are unable to process wet or heavily soiled items
For the health and safety of our brilliant warehouse team, please make sure any item you return is clean and dry. We can't process returns that are wet or heavily soiled, and they will have to be sent back to you.
Returning a Large Item
If your package is over 30kg or longer than 1m, it needs a special courier. No problem at all, just fill out our Large Item Return form and our team will get in touch to arrange the best way forward.
Returns Portal
Use our handy portal to create your return label. All you need is your order number and postcode. For international returns please use our international returns button For any other questions, please contact our Customer Service team.
Guide to Collecting & Returning
To make sure your return gets back to us safely, here are a few friendly tips:
Use the original packaging
It’s the best way to protect the item in transit. If you no longer have it, please use a sturdy box and suitable packing materials.
Package it well
ou are responsible for making sure the item arrives back in the condition you sent it. We recommend insuring your return if you are arranging your own courier.
Snap a quick photo
If we're arranging a collection for you, please send us a quick photo of the item packaged and ready to go. This helps protect against any potential loss or damage claims with the courier.
Collection & Returning goods under Warranty
· The warranty does not apply if the product has been used for anything other than reasonable personal camping use. Commercial use (e.g., rental) or continuous use as a residence is expressly excluded. All tents and awnings are made for occasional use over short periods and not for seasonal pitches or residences.
· We will only collect an item if it is in its original packaging unless agreed beforehand by email.
· If you are returning goods for whatever reason and you ask us to collect under the pretense that they/it are in the original packaging, you will be liable for any damage and any additional postage costs incurred.
· If you no longer have your original packaging, it is your responsibility to ensure the item arrives back to us exactly as it was sent; failure to properly package could cost you extra or even void your warranty in part or in full. If you have to arrange your own courier within the first 6 months, we will cover up to £25 of the cost for you to send the items back.
· If you have sent your item back and it is not in the original packaging, you are also responsible for insuring your item; it will be your responsibility to make a claim against the courier for lost or damaged items.
The maximum single package we can collect is
· 30kg
· Less than 150cm in length
· Less than 80cm in width and height
If you falsely ask us to collect an item outside this, you will be responsible for 100% of the additional postage charges. Failure to comply will result in additional charges. You will be required to send a photo of the items packaged BEFORE they are collected; failure to do so will void any claim of lost items.