Return and Refund Policy

We want you to be thrilled with every purchase from camouts.com. As a UK-based online store, we offer a simple and fair return and refund process that follows the UK Consumer Contracts Regulations 2013 and other laws. This policy explains how to return items, get refunds, and handle issues like damaged or wrong products. If you need help, our support team is ready to assist.

Support Hours:
Monday - Friday: 8:00 AM – 8:00 PM
Saturday: 9:00 AM – 7:00 PM
Sunday: 9:00 AM – 9:00 PM

Please read this policy to understand your rights and responsibilities when returning items or requesting refunds.

1. About Our Return and Refund Policy

We want you to love what you buy from camouts.com. If you’re not happy, we make returns easy for eligible items. This policy covers all purchases made on our website, whether you’re in London, Manchester, Glasgow, or anywhere else in the UK. Since we only ship within the UK, all returns must be sent to our address in Newcastle.

Our policy follows UK consumer laws, including your right to cancel an order within 14 days of receiving it. We also offer options for faulty or incorrect items, so you can shop with confidence.

2. Your Right to Cancel (14-Day Cooling-Off Period)

Under UK law, you can cancel your order for any reason within 14 days of receiving your items. This gives you time to check the products and decide if they’re right for you. You must let us know within 14 days of delivery and return the items within 14 days of telling us.

2.1 How to Cancel

To cancel your order:

  • Contact Us: Tell us you want to cancel by emailing support@camouts.com or calling +44 7877 168917 during our support hours.

  • Give Details: Share your order number, the items you’re returning, and (if you want) the reason for cancellation.

  • Return the Items: Send the items back to 7 Netherby Drive, Newcastle Upon Tyne, NE5 2RS, United Kingdom, in their original condition and packaging.

Use a tracked shipping service for returns, as we’re not responsible for items lost in transit. You pay for return shipping unless the return is our mistake (e.g., faulty or wrong items).

2.2 Conditions for Cancellation

To get a refund during the 14-day period:

  • Items must be unused, in their original condition, and in original packaging.

  • All tags, labels, and accessories that came with the product must be included.

  • Some items, like personalized products, perishable goods, or hygiene-sensitive items (e.g., cosmetics, underwear), can’t be returned unless faulty.

Once we receive and check the items, we’ll process your refund within 14 days using your original payment method.

3. Returns for Faulty or Incorrect Items

If you get a damaged, defective, or wrong item, we’ll cover the cost of return shipping and offer a replacement or refund, based on what you prefer and what’s available.

3.1 How to Report a Problem

  • Notify Us: Contact us within 7 days of delivery at support@camouts.com or +44 7877 168917, including your order number and details of the issue.

  • Send Proof: Email photos of the damaged or incorrect item and its packaging to speed things up.

  • Return Instructions: We’ll provide a prepaid return label or arrange a courier pickup for eligible returns.

3.2 What We’ll Do

  • Replacement: If the item is in stock, we’ll send a new one at no cost to you.

  • Refund: If we can’t replace it or you prefer a refund, we’ll process it within 14 days of receiving the item.

  • Partial Refund: For minor issues, we may offer a partial refund if you want to keep the item.

We’ll work quickly to fix the issue and keep you happy.

4. Items You Can’t Return

Some items can’t be returned unless they’re faulty or incorrect, including:

  • Personalized or Custom-Made Products: Items made just for you.

  • Perishable Goods: Things like food or plants with a short shelf life.

  • Hygiene-Sensitive Items: Products like cosmetics, underwear, or earrings, unless unopened and sealed.

  • Digital Products: Downloadable content or gift cards, once activated.

If you’re not sure if an item can be returned, email us at support@camouts.com for help.

5. How Refunds Work

We process refunds within 14 days of receiving and checking returned items. Here’s what you need to know:

  • Refunds go back to your original payment method.

  • Original shipping costs aren’t refunded unless we made an error.

  • You pay return shipping for non-faulty items under the 14-day cooling-off period.

  • We’ll email you when your refund is processed.

If you don’t see your refund within the timeframe, check with your bank or payment provider, then contact us for help.

6. How to Return an Item

To return something:

  • Contact Us: Email support@camouts.com or call +44 7877 168917 to start the return. Include your order number and reason for return.

  • Pack the Item: Securely pack the item in its original condition, with all tags, accessories, and packaging.

  • Ship It: Send it to 7 Netherby Drive, Newcastle Upon Tyne, NE5 2RS, United Kingdom, using a tracked courier. For faulty or incorrect items, we’ll provide a prepaid label.

  • Confirmation: We’ll email you once we receive and check the item to confirm if the return is approved.

Keep proof of postage until your return is processed.

7. Exchanges

We don’t offer direct exchanges. If you want a different item, return the original for a refund and place a new order on camouts.com. This ensures you get the right item as fast as possible, depending on availability.

8. Get in Touch

If you have questions about returns, refunds, or this policy, contact our team:

Phone: +44 7877 168917
Email: support@camouts.com
Address: 7 Netherby Drive, Newcastle Upon Tyne, NE5 2RS, United Kingdom

We aim to reply within 24 hours on business days. For more help, check our Contact Us page or FAQs on camouts.com.

9. Following UK Law

This policy follows the UK Consumer Contracts Regulations 2013 and other consumer protection laws. If you think we haven’t met our obligations, you can contact the UK Citizens Advice Consumer Service or use the Online Dispute Resolution platform (for UK residents). We’re committed to resolving issues fairly and quickly.

Thank you for shopping with Camouts! We’re here to make your experience amazing.