Refund policy
At Rural Outfitters, we want you to enjoy quality gear that reflects your sense of adventure. All returns are handled in accordance with applicable consumer protection laws. This policy explains when refunds are available and how to request one.
General Return Policy
Items are not eligible for return unless they arrive damaged, defective, or incorrect, except where required by law. We encourage customers to review product details and size guides carefully before placing an order.
Faulty, Damaged, or Incorrect Items (All Regions)
If your item arrives damaged, defective, or incorrect, you are entitled to a refund or replacement.
Eligibility Requirements
To qualify, all the following conditions must be met:
- The item received is defective, damaged, or incorrect
- The request is submitted within 14 days of delivery
- The item is unused and in its original condition
- Clear photo or video evidence of the issue is provided
Return Shipping (Faulty Items)
- Rural Outfitters will cover return shipping costs for approved faulty, damaged, or incorrect items
- A prepaid return label will be provided for faulty, damaged, or incorrect items only
EU & UK Customers – Right of Withdrawal
If you are located in the European Union or the United Kingdom, you have the legal right to cancel your order within 14 days of delivery for any reason under distance selling regulations.
Conditions
- Items must be unused and returned in original condition and packaging
- Return shipping costs are the responsibility of the customer
- This fee does not apply to faulty, damaged, or incorrect items
- No prepaid return label is provided for change-of-mind returns
A return handling fee of £9 (UK) or €12 (EU) will be deducted from your refund to cover processing and fulfilment costs. This fee applies only to change-of-mind returns and does not apply to faulty, damaged, or incorrect items.
Once the returned item is received and inspected, we will refund the product price and standard outbound delivery cost in accordance with applicable law.
Non-EU / Non-UK Customers
For customers outside the EU and UK, returns are only accepted for items that are defective, damaged, or incorrect.
We do not accept returns for:
- Change of mind or buyer’s remorse
- Incorrect size ordered by the customer
- Items that have been worn, washed, altered, or damaged by the customer
Non-Returnable Items
The following items are not eligible for return or refund unless faulty or incorrect:
- Change-of-mind returns (outside EU/UK)
- Incorrect size selected by the customer
- Personalized or custom-made items
- Items damaged after delivery
- Undeliverable orders due to incorrect or incomplete address details provided by the customer
Exchanges
Exchanges are available only for defective, damaged, or incorrect items.
Please contact us within 14 days of delivery to request an exchange.
How to Request a Return or Refund
To initiate a return or refund request, please email support@ruraloutfitters.store with:
- Your order number
- A brief description of the issue
- Clear photos or video evidence
Requests are reviewed within 1–2 business days. If approved, we will provide:
- A Return Authorization Number (RAN)
- Return instructions
- A prepaid return label (where applicable)
Please include your receipt or order confirmation, and package the items securely
Refund Processing
Once an approved return is received and inspected:
- Refunds are typically processed within 7–10 business days after we receive your return
- Refunds are issued to the original payment method
- Your bank or card issuer may take 5–30 business days to post the refund
- Shipping fees are non-refundable unless the return is due to our error.
A confirmation email will be sent once your refund has been processed.
Missing or Lost Items
If your order arrives with items missing or does not arrive within the estimated delivery timeframe:
- Check your tracking information
- Contact the carrier using your tracking number
- If unresolved, contact us at support@ruraloutfitters.store within 7 days of delivery
We will investigate and, if confirmed, issue a replacement or refund for the missing item.
Orders That Have Not Arrived
Orders delayed due to carrier issues, customs processing, weather conditions, or peak demand are not eligible for refunds, unless required by law. Delivery estimates are provided as guidance only and are not guaranteed.
Incorrect Shipping Address
If you entered an incorrect or incomplete shipping address:
- Contact us immediately
- We may be able to update the address before processing begins
- Once fulfilment has started or the order has shipped, addresses cannot be changed
Rural Outfitters is not responsible for lost or undeliverable orders due to incorrect address information.
Order Cancellations
Orders may be cancelled only if fulfilment has not yet started.
Once an order is in production or has shipped, it cannot be cancelled.
Lost or Damaged Returns
Customers are responsible for ensuring that returned items are packaged securely and returned using a trackable shipping service when return shipping is paid by the customer.
If a return shipment is lost or damaged in transit and no valid tracking information or proof of delivery can be provided, we may be unable to issue a refund.
Where Rural Outfitters provides a prepaid return label for faulty, damaged, or incorrect items, we remain responsible for the return shipment and will resolve any transit issues directly with the carrier.
Policy Updates Disclaimer
We may update this Returns & Refunds Policy from time to time. Any changes will apply only to orders placed after the updated policy is published.
The version of the policy in effect at the time of purchase will apply to your order.
Contact Us
If you have any questions about your order or a refund, just reach out to us at support@ruraloutfitters.store. We usually get back to you within 12 to 24 business hours. Our support team is available 7 days a week from 9 AM to 5 PM (PT) to help you out.
