Returns & Refunds Policy
At Otimos, we want you to be completely happy with your purchase. If you change your mind, need to return an unused item, or believe there is a problem with one of our products, this policy explains what to do.
This policy applies to purchases made directly from Otimos.
Nothing in this policy affects your statutory rights.
Change-of-Mind Returns
If you purchase from us online, you have the right to cancel your order within 14 days of receiving your goods, without giving us a reason.
To exercise your right to cancel, you must contact us within 14 days of the date you, or someone nominated by you, receives the goods.
Once you have notified us that you wish to cancel, you then have a further 14 days to return the goods to us.
Please contact our customer service team before returning anything so that we can provide you with the correct return details and return reference.
Condition of Change-of-Mind Returns
For a standard change-of-mind return, products must be returned to Otimos in 100% as-new, unused and resalable condition, complete with all original packaging, labels, accessories, instructions and supplied components.
Products must not have been used outdoors, camped in, slept in, washed, altered, damaged, marked, soiled or otherwise used beyond what is reasonably necessary to inspect them.
In particular:
Tents must not have been used for camping or used outdoors in a way that leaves signs of use.
Sleeping mats, quilts and other equipment must be clean, unused and free from marks, dirt, odours, damage or signs of wear.
All components, accessories, storage bags, straps, poles, pegs and other supplied items must be returned.
Original product packaging should be returned and must not be unnecessarily damaged.
Products must not have been modified, repaired, washed or treated with additional products.
Otimos will not accept products under our standard change-of-mind returns policy unless they are returned in 100% as-new, unused and resalable condition.
This does not restrict your statutory cancellation rights. You are entitled to handle goods to the extent reasonably necessary to establish their nature, characteristics and functionality.
Where goods have been handled or used beyond what is reasonably necessary and this has reduced their value, Otimos reserves the right to make an appropriate deduction from the refund to reflect that reduction in value, as permitted by law.
This condition does not apply to products being returned because they are faulty, incorrectly supplied or otherwise do not conform to your statutory rights.
Return Postage for Change-of-Mind Returns
For change-of-mind returns, you are responsible for the cost of returning the goods to Otimos.
We strongly recommend using an appropriate tracked and insured delivery service, particularly for higher-value products.
You are responsible for ensuring that the product is adequately packaged for its return journey.
Please do not return goods without first contacting us for the correct return address and return reference.
Where a product is being returned because it is faulty, incorrectly supplied or otherwise does not conform to the contract, different arrangements may apply and we will provide appropriate return instructions.
Refunds for Change-of-Mind Returns
Once your return has been received, we will inspect the product and confirm whether it meets the requirements of this policy.
Where you exercise your statutory right to cancel, we will refund the price paid for the goods together with the cost of our least expensive standard delivery option that was available when you placed your order.
If you selected an enhanced, express or more expensive delivery service, the additional delivery charge is not refundable.
Refunds will normally be made to the original payment method.
We may withhold the refund until we have received the goods back or you have supplied evidence that you have returned them, whichever occurs first.
Where the condition of the returned product shows that it has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, we may make a deduction from the refund in accordance with applicable consumer law.
Faulty or Defective Products
Change-of-mind returns and product fault claims are treated separately.
Under the Consumer Rights Act 2015, goods supplied by Otimos must be:
of satisfactory quality;
fit for their intended purpose; and
as described.
If you believe there is a problem with your product, please contact us as soon as possible.
We will normally ask you to provide:
your order number;
a description of the issue;
photographs showing the product and problem;
video where this would help demonstrate the issue; and
details of the circumstances in which the problem occurred.
For technical outdoor products such as tents, tent poles, sleeping mats, quilts and camping equipment, we may need to inspect the product or relevant components before determining the cause of the problem and the appropriate remedy.
Faulty Goods Within 30 Days
Where goods do not conform to the requirements of the Consumer Rights Act 2015, you may have a short-term right to reject the goods within 30 days of receiving them, subject to the provisions of the Act.
Where the statutory short-term right to reject applies, you may be entitled to a full refund.
You may alternatively request a repair or replacement where appropriate.
The fact that a product has become damaged within 30 days does not, by itself, establish that the product was faulty. We may need to assess the product and circumstances to determine the cause of the problem.
Faulty Goods After 30 Days
After the initial 30-day period, where goods do not conform to the contract, the usual first remedy under the Consumer Rights Act 2015 is a repair or replacement.
We will determine the appropriate remedy in accordance with your statutory rights, taking into account the nature of the issue and whether a particular remedy would be impossible or disproportionate compared with the alternative.
Any qualifying repair or replacement will be provided within a reasonable time, without significant inconvenience and at no necessary cost to you.
If a repair or replacement is unsuccessful, impossible or cannot be provided within a reasonable time and without significant inconvenience, you may have the right to an appropriate price reduction or the final right to reject the goods, subject to the Consumer Rights Act 2015.
Problems Arising Within the First Six Months
For certain statutory remedies, where a fault becomes apparent within the first six months following delivery, the Consumer Rights Act 2015 generally presumes that the problem existed at the time of delivery unless Otimos can establish otherwise or that presumption would be inconsistent with the nature of the goods or the circumstances.
This does not mean that every instance of damage occurring within six months is automatically a product fault.
We may therefore ask for photographs, videos, information about how the product was being used and details of the circumstances in which the damage occurred.
Where appropriate, we may also ask for the product or affected component to be returned for inspection.
Wear & Tear, Accidental Damage and Misuse
Our products are designed for outdoor use, and normal use will inevitably result in some wear over time.
Your statutory rights cover goods that do not conform to the contract. They do not generally cover damage resulting from matters such as:
normal wear and tear;
accidental damage;
misuse or inappropriate use;
damage caused by incorrect pitching or assembly;
failure to follow supplied instructions or care guidance;
poor maintenance or inappropriate storage;
unauthorised modifications or repairs;
cuts, punctures, burns or abrasion caused during use;
damage caused by external objects or forces; or
other circumstances unrelated to an inherent problem with the product.
Each case will be assessed individually.
Tent Poles and Structural Damage
A bent or broken tent pole does not automatically mean that the pole or tent is defective.
Tent poles can be damaged by a variety of factors, including weather conditions, sudden gusts, incorrect pitching, insufficient or incorrect guying, unsuitable site selection, accidental loading or other external forces.
Where a tent or pole has suffered structural damage, we may ask for photographs of the entire tent and associated components, rather than photographs of the broken component alone.
This allows us to assess whether damage to another part of the tent may have contributed to or caused the failure.
Where necessary, we may request that the product or affected components are returned to us for inspection.
If our assessment establishes that the product does not conform to the contract, we will provide an appropriate remedy in accordance with your statutory rights.
Weather Conditions & Outdoor Use
Outdoor equipment is designed to perform in a range of conditions, but all equipment has practical limitations.
Product descriptions, season ratings and performance information should be considered alongside correct pitching, appropriate site selection, orientation, guying, maintenance and prevailing conditions.
A product being described as suitable for a particular season does not mean that it is incapable of being damaged by severe, unusual or rapidly changing weather conditions.
Damage caused by exceptional conditions, accidents, external forces, incorrect use or circumstances outside the reasonable performance expectations of the product may not constitute a product fault.
Where the cause is unclear, we may inspect the product and consider the circumstances before determining the appropriate resolution.
Missing, Incorrect or Damaged Items on Delivery
Please inspect your order as soon as reasonably possible after receiving it.
If an item is missing, incorrect or appears to have been damaged in transit, please contact us promptly.
We may ask you to provide:
your order number;
photographs of the external packaging;
photographs of the shipping label;
photographs of the contents of the parcel; and
photographs or video showing any damage.
Please retain all packaging until the issue has been resolved.
We or our courier may require the packaging for an investigation.
Parcels Shown as Delivered but Not Received
If tracking shows that your parcel has been delivered but you have not received it, please contact us promptly.
We may need to open an investigation with the delivery company.
We may ask you to check with members of your household, neighbours, reception areas, nominated safe places or other locations where the courier may have left the parcel.
As the retailer, Otimos will deal with the courier where an investigation is required.
If the parcel cannot be located, we will provide the appropriate resolution in accordance with your consumer rights.
Exchanges
If you would like to exchange an unused product for another size or product, please contact us.
Products returned for a voluntary exchange must be 100% as new, unused and in fully resalable condition.
Where an exchange is simply a matter of preference, you will normally be responsible for the cost of returning the original product and any applicable delivery costs for the replacement.
This does not apply where a replacement is being provided as a statutory remedy for goods that do not conform to the contract.
Bundles and Promotional Products
Where products have been purchased as part of a bundle, package or promotional offer and you choose to return only part of that bundle, any refund may be adjusted to reflect the price that would have applied to the products you keep.
For example, where a discount was conditional upon purchasing multiple products together, returning one of those products may mean that the remaining products no longer qualify for the original bundle discount.
Any adjustment will be clearly explained and will not affect your statutory rights.
Refund Method
Approved refunds will normally be made to the same payment method used to place the original order.
Once we have processed your refund, your bank, card issuer or payment provider may take additional time to credit the funds to your account.
International Returns
Customers outside the UK should contact us before returning anything.
For change-of-mind returns, the customer is normally responsible for arranging and paying for return shipping.
Please follow any customs instructions we provide. Incorrectly declared returns can result in customs charges, taxes or delays.
Where goods do not conform to the contract and Otimos is legally responsible for the return, we will provide appropriate instructions and bear the necessary return costs in accordance with applicable consumer law.
Products Excluded From Change-of-Mind Returns
Certain products may be excluded from statutory cancellation rights where an applicable legal exception applies.
These can include:
personalised or made-to-order products;
certain sealed products which are not suitable for return for health or hygiene reasons once the seal has been broken; and
any other products for which an applicable statutory exception exists.
Where an exclusion applies to a particular product, this will be made clear where appropriate.
These exclusions do not affect your rights where a product is faulty, incorrectly supplied or otherwise does not conform to the contract.
How to Make a Return
Please contact Otimos before returning any product.
We will provide you with:
a return reference;
the correct return address; and
any relevant return instructions.
Please include your order details and return reference with the returned product so that we can identify and process your return.
Products should not be returned directly to a manufacturer, supplier or other address unless specifically instructed by Otimos.
Your Statutory Rights
Our Returns & Refunds Policy and any separate Otimos warranty or guarantee are provided in addition to your statutory rights.
Nothing within this policy is intended to exclude, restrict or replace any rights or remedies available to consumers under applicable law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Need Help?
If you would like to make a return, report a problem or discuss an issue with an Otimos product, please contact our customer service team through our website.
Please include your order number and as much relevant information as possible.
For product issues, including problems with tents, poles, sleeping mats or other outdoor equipment, providing clear photographs or video when you first contact us will normally help us assess your claim more quickly.
