Refund policy
OuterGrove Returns & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility To be eligible for a return, your item must be in the same condition that you received it — unused, unassembled where applicable, and in its original packaging. You'll also need your receipt or proof of purchase.
How to Start a Return To start a return, contact us at hello@outergrove.co.uk or call 020 3951 4935. Please do not send items back without first requesting a return as they will not be accepted.
Once your return is accepted we'll send you instructions on how and where to send your item. Please note that return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Return Address OuterGrove Returns c/o Supplier Fulfilment United Kingdom (Full return address provided upon return approval)
Damages and Issues Please inspect your order upon delivery and contact us within 48 hours if your item is defective, damaged or incorrect. Please take photos of any damage and retain all original packaging. Email hello@outergrove.co.uk with your order number and photos and we will resolve the issue promptly.
Non-Returnable Items The following items cannot be returned:
- Custom or personalised orders
- Items damaged through misuse or misassembly
- Sale items or gift cards
- Items returned without prior authorisation
Supplier Return Restrictions Please note that some items in our catalogue are sourced directly from third-party UK suppliers and may be subject to additional return restrictions. Specifically:
- Change of mind returns may not be accepted on certain furniture items where our supplier does not permit returns of this nature
- This will be clearly communicated to you at the time of purchase where applicable
- In all cases, items that arrive damaged or with manufacturing defects will be fully covered regardless of supplier restrictions
- If you are unsure whether a specific item is subject to return restrictions please contact us at hello@outergrove.co.uk before placing your order and we will clarify immediately
Your statutory rights under the Consumer Rights Act 2015 are not affected by supplier return restrictions.
Exchanges The fastest way to exchange an item is to return it and once the return is accepted place a new order for the replacement item. Contact us at hello@outergrove.co.uk to arrange this.
UK Consumer Rights Under the Consumer Contracts Regulations you have the right to cancel your order within 14 days of receiving it for any reason. To exercise this right contact us at hello@outergrove.co.uk within 14 days of delivery.
Refunds Once we have received and inspected your return we will notify you of the outcome. If approved your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the payment.
If more than 15 business days have passed since your refund was approved please contact us at hello@outergrove.co.uk or call 020 3951 4935.