Returns & Cancellations
How do I return a product?
When returning the item(s), please provide us with all original packaging, tags & labels.
1. Complete this form to tell us why you’re returning your item. If the product is damaged or faulty, clearly mark what the issues are and where there is damage.
2. Put the item(s) you wish to return in a box taking care to protect the contents.
3. Cut out the return label in the return form and attach to the box.
4. Wrap the original packaging around the box and securely seal it. If the original packaging has been lost or damaged, please use alternative packaging to securely wrap the box.
5. Take the wrapped parcel to your nearest Post Office. We strongly advise that you ask for Proof of Postage or a recorded-delivery service for your peace of mind, as all parcels are returned at your risk. We can’t accept liability for items that are lost in transit.
Until the products are returned to us, you must not use them and must take reasonable care of them and ensure that they are returned to us in a re-saleable condition.
We recommend that you return products from outside the UK by post via the Post Office. Using a courier service could mean that your returned items are held up in customs and you may need to pay any fees incurred.
If you are returning a SecondLife product, please click here.
+ Can I cancel or amend my order?
If you wish to cancel your order, please inform us in writing by emailing email@example.com, ensuring you quote your Order Number in all correspondence. Providing it hasn’t yet been dispatched from our warehouse we’ll happily cancel it for you and process your refund. Once it’s dispatched you’ll need to wait for it to arrive and then you can return for a refund – see ‘How do I return a product?’
Unfortunately we can’t amend your order once it’s been placed (e.g. change the colour or add another pack). If you change your mind, you’ll need to cancel your order and place another one.
+ I’ve received the wrong product in my order
We apologise if you’ve received the wrong product. Please call our Customer Services Team on +44 (0)1202 946444. Our opening hours are 8.30am to 5pm Monday to Friday (excluding Bank Holidays in England). Alternatively, please send us an email, quoting your Order Number to firstname.lastname@example.org or return the product to us for a refund, see ‘How do I return a product?’ above.
+ I’ve received a faulty item
We’re really sorry that this has happened, and we want you to be fully satisfied with your Osprey product. If you would like to report delivery of a faulty item, please click here to be taken to our All Mighty Guarantee page.
If you need any further assistance, please contact our Customer Services Team. You can call on +44 (0)1202 946444. Our opening hours are 8.30am to 5pm Monday to Friday (excluding Bank Holidays in England). Alternatively, please send us an email, quoting your Order Number to email@example.com. If sending an email, please describe the issue and if possible attach a photo of the fault. To return the product please go to ‘How do I return a product?’ above.
+ What is your policy on returns?
We want all of our customers to be 100% happy with their purchase. If you need to return an unused item to us, you can do so within 30 days of receiving it. The returned items must be returned unused and with all original packaging, tags & labels.
Note – we won’t issue a refund for products customised to your requirements (unless they are faulty) nor if the product has been used, damaged or tampered with. This does not affect your statutory rights.
+ Do you refund delivery charges?
If you cancel your order within the 7 day cooling off period under the Distance Selling Regulations, or if you are returning a faulty product or a product sent to you in substitution or error, we will refund any standard delivery charges that you paid, but not any charges for enhanced delivery services such as Timed next day. If you return a product in any other circumstances we don’t refund delivery charges.
+ Do I have to pay for returning a product?
You are responsible for paying for returns, unless there has been an error on our part or because the product is faulty, then we will cover reasonable postage costs which you incur in returning the item on receipt of evidence of these costs.
+ Can I return an item to one of your dealers' stores?
No. Any products bought from our website must be returned by post to us, using the returns label provided.
+ I’ve not received a full refund
We’re very sorry if we’ve made a mistake in refunding your order. Do please remember that in certain circumstances we do not refund the delivery charge. In the event that you’ve received an incorrect refund, please call our Customer Services Team on +44 (0)1202 946444 who will do their best to resolve it quickly and efficiently.
+ Will you inform me once you’ve received my returned product(s)?
Yes, we will email you as soon as we have received your returned item(s). Please allow up to 10 days for us to receive your return from the day you posted it if you’re in the UK, or 21 days if you are returning items from outside the UK.
+ How quickly will my refund show on my account?
We aim to process all refunds within 5 working days, although during busy periods this may vary. If you paid by a card, please also allow up to an additional 5 working days for your bank to handle the credit and post it to your account. Osprey Europe has no control over this part of the refund process.
+ Can my refund be processed to a different card or account?
Unfortunately we can only process refunds via your original payment method, with the following exceptions:
- If the card used for payment has expired
- The account that you made payment from no longer exists
+ I bought one of your products from one of your dealers' stores and it is faulty. Can I send it back to you for a refund?
No, you must return the item to the store that you bought it from and they will handle the refund.