Refund and Return Policy

Refund and Return Policy

Holcros Ltd, trading as Leisure Outlet, adheres to the Consumer Contracts Regulations, which are designed to protect you when buying items on line or by mail order.

Our Refund and Returns Policy is provided electronically with each order, if a paper copy is also required then please email your request to us at [email protected]

Our Refund and Return policy is offered in full accordance with the Consumer Contracts Regulations 2013. You have a statutory right to cancel and return your order to us for a full refund within 14 days of receipt (exclusions apply). Please ensure that you read the full terms and conditions of our Refund and Returns Policy if you wish to return an item.

In normal circumstances, the limit of our liability for orders which are delayed or do not arrive at all, will be the refund value of the order placed. We will not be able to pay any additional compensation (for instance if you decided to take time off work to receive an order or if you are awaiting the collection of a return). All refunds will be processed back to the original payment method. We do not have the ability to make ex gratia payments via your original payment method and if any goodwill gesture is agreed, this will be usually be offered as an alternative item, or a store credit.


Returning, Exchanging or Cancelling Your Order

In the event that you wish to cancel an order, we can do so prior to the day of dispatch only.

We hope that you will be very happy with your order but if you wish to return or exchange it, all you need to do is notify us prior to returning the goods within 14 days of receiving them (unless the item is faulty, unfit for purpose or not as described). To notify us of your intention to return an item, please call us on 0115 784 5942. We will discuss the reason for the return and explain how to do this. Please refer to the Contact Us page of our website for full details of our opening hours.

As long as we have been notified of your intention to return the goods within 14 days of receipt and, as long as the request is within the terms of our return policy, we will approve your request and provide you with a unique return authorisation code. It is very important that you receive this code before you return an item as this will associate the return to your customer record when it arrives back. You then have a further 14 days to return the goods back to us. We will be unable to accept standard return goods received outside of this 28-day period. Please do not put anything inside the packaging such as notes or letters as these cannot be actioned.

We would ask you to take all reasonable care of the item you wish to return, including the original packaging, up to the point we receive it back. Any damage may result in us declining the return request or not being able to refund part or all of the money you paid. As we only sell brand new items, anything returned for a refund will need to be in a brand new, unused and re-saleable condition, in its original packaging with all labels attached where applicable.

You are, of course, able to inspect the goods you receive. This enables you to look at and assess the item as you would if you were buying from a shop. We may refuse a return request or make a deduction in the value of the refund if there are signs of use or if we deem the item has been handled more than necessary, resulting in the re-sale value of the item being less than the price you paid.

You will only receive a refund for the standard shipping costs, if you paid for a more expensive delivery option, we would refund the standard shipping cost only.

If, at our discretion, we agree to accept any returns which are outside of our published Return Policy, you may be charged a re-stocking fee, a minimum of £10 and a maximum of 25% of the sale price to cover any costs incurred or to reflect the re-sale value of the item. In these circumstances, the refund will usually be given as a store credit and not a cash refund.

We will usually ask for photos to determine the condition of an item before we agree a return.


How to Request A Cancellation, Return or Exchange

To cancel an order, request authorisation to return an item, or, to arrange an exchange, please call us on 0115 784 5942. Our opening hours are always listed on the Contact Us page of our website.

Items that cannot be returned (unless they are faulty, unfit for purpose, not as described or where we have made an error):

  • Items that have been used. This includes awnings, annexes, tents, caravan and motorhome covers and other ‘canvas’ goods where you have attempted to fit or erect the item as this will show signs of use and cannot be re-sold as new. Please always call us for assistance in determining the correct size you require before purchasing
  • Bikes which have been built and ridden or, due to the complex and delicate nature of the parts included, where you do not have the original packaging
  • Items that are a special order i.e. where we have ordered parts in specially for you
  • Consumable products, such as gas cylinders and cartridges or perishable items with a ‘use by’ date
  • Items which are sealed but have been unsealed after you receive them
  • Items which no longer have all their constituent parts (unless the item was received with missing parts and this was reported to us within 30 days of receipt) or where you do not have the original packaging (this does not include the packaging added to ship the item)

Where only a single item or part order is returned which was part of a multiple item order and where postage charges were applied, we will be unable to refund the shipping cost incurred.

Where an item is returned that was part of a bundle deal, the amount refunded will reflect the actual price paid accounting for the discount offered i.e. the value of the item minus the portion of the discount that was applied to the item at the time of purchase and not the full ticket price.

Please be aware that we reserve the right to decline a return request where we believe that the purchase was for stock, trading or re-sale purposes and not for personal use.

Items returned to us will be checked and assessed by one of our specialist return team to ensure that they meet the criteria of our Return Policy. We will be unable to offer a refund for items returned which do not meet the policy requirements. We will always contact you in such circumstances.

Where an item is returned because:

  • It is not compatible with the product it was purchased to be used with
  • It is unsuitable
  • You have purchased the wrong item
  • You have simply changed your mind

You will need to call us to approve the return and so that we can provide you with your unique return code. This return code means that we can associate the return with your record when it arrives back to us.

In these circumstances, the return cost will be at your own expense. We would recommend that the item is returned using a recorded and insured service. Please note that we cannot process a refund for an item that is lost in transit or does not arrive back to us or if it is damaged in transit.

Returns from international addresses will be at the buyer's expense.

Where we are issuing a refund, this will be processed within 14 days of receipt of the goods by our warehouse.

Please be aware that we can only cancel orders prior to the day of dispatch.


Returning an Incorrect Item

The 14-day period does not apply if you have received incorrect goods, in these circumstances, you have 30 days from receipt to return them to us.

Where you wish to return an item because:

  • We have sent you the wrong item
  • The item specifications are inaccurate, or the product is not as described
  • The item is not fit for purpose i.e. the purpose for which they were designed and supplied

You will need to call us on 0115 784 5942 so that we can help correct this for you. You can find details of our opening ours on the Contact Us page on our website.

Whilst we will always endeavour to make sure your order is correct, if an error does occur and we send you an item that is different to what is listed on your sales invoice, or if the item specification or description on the website was not accurate, we will either exchange or refund this for you. You have 30 days from the date of receipt to return the item to us.

You will need to call us to agree the return and so that we can provide you with your unique return code. This is important as it enables us to associate the item with your customer record when it arrives back to us and avoids delays in processing.

We will arrange a convenient day to collect the item from you or we may offer to pay your return postage costs (for standard class mailing), dependent on the item in question. If it is agreed that you are returning the item to us yourself, we would ask that you seek our prior approval of the cost before returning it and we require an email copy of the receipt of posting. Please be aware that we do not currently offer a pre-paid label return option.

Please ensure that the goods you wish to return are in a re-saleable condition and in their original packaging. If you know the item you have received is incorrect, please do not open the packaging or attempt to use it before contacting us.

Please note that in instances where we have sent you the correct item but you believe the specifications vary to those listed on the website, as provided by the manufacturer, the item will be inspected by our returns team or it may need to be referred or returned (by us) to the manufacturer to verify any inaccuracy before we can agree a refund. If a variation or error is confirmed, we will be happy to refund or exchange the item for you as long as it was returned within 30 days of receipt.

Where we agree to issue a refund, this will be processed within 14 days of receipt of the goods by our warehouse or where an item has to be returned to the manufacturer for verification, within 7 days of the manufacturer providing us with confirmation of the error.


Exchange or Refunds for Faulty or Damaged Goods

The 14-day limit to request to return an item does not apply to goods which are faulty, damaged or defective. All goods purchased from Holcros Ltd. (Leisure Outlet) are covered by a Manufacturer Warranty unless otherwise stated. The duration of this warranty is usually one year but some manufacturer’s offer an extended warranty and a limited number of products are subject to a shorter warranty.

Warranties cover manufacturing faults and defects, but do not cover damage caused by abuse or general wear and tear, etc.

If you feel that a product you have purchased from Holcros Ltd (Leisure Outlet) has developed a fault, then please contact us before returning the goods. Many problems may be resolved without the need to return the item and we may be able to find a suitable resolution for you. In some instances, we may be able to offer a partial refund or, where a replacement item is required, deliver a new item and collect the faulty item at the same time. This is subject to being able to confirm the fault without the need to inspect it, the replacement item being in stock and the size and weight of the package as carrier restrictions and limitations apply with this service. You will need to produce photographs of any damaged items when you contact us.

Items found to be faulty within 30 days of receipt can be returned to us for a refund, repair or exchange. Faulty items which are returned to us will undergo an inspection and, in some circumstances, we may need to return your item to the manufacturer to confirm the fault. If a fault is confirmed, you are entitled to a full refund or we can offer you an exchange or repair.

Items found to be faulty after 30 days of receipt can be returned for inspection, under the warranty, for repair or exchange as long as the fault is covered by the warranty. In most cases, items will be returned to the manufacturer for testing and inspection to determine that the fault is warrantable. Once a fault is confirmed, we may offer to replace the item or to repair it, but we will not be able to offer a refund in these circumstances. In the event that a repair or exchange is not possible e.g. where an item is no longer manufactured, then we will always look to offer a suitable alternative or store credit.

If a faulty item needs to be returned, please clean the item prior to returning it and keep it free from soiling. Due to Health and Safety issues, we may decline to inspect a return if it is not received in a suitable condition. You will need to re-package it securely to avoid transit damage and you will be required to provide a full description of the fault.

Within the first 6 months of your warranty, we will arrange to collect your item for inspection free of charge, or we may agree to cover your postage costs for the return if you wish to return it yourself (standard class of mailing, UK only). Please agree this with us before sending an item back as we will need to approve the proposed cost and will require a receipt of posting before we can process any refund. Where you choose to return the item yourself, but we agree to cover the cost of the return, we will not be liable for items which are lost in transit or do not arrive back to us. Please be aware that cycles that need to be returned for warranty inspection will need to be dismantled and boxed as carriers will not collect unboxed bikes. We recommend that you save the box in the event that you need to return it to us.

If you are returning a faulty item for inspection which is over 6 months from the date you received it, you are liable for the cost of the return. If we agree to collect the item, this is offered as a goodwill gesture.

Where items need to be returned to the manufacturer for inspection or repair, please be mindful that this can take several weeks to complete but we will work closely with the manufacturer to ensure that this is concluded quickly so that you have your item back as soon as possible.

Returns from international addresses are always made at the buyer's expense.


When Will We Process Your Refund?

Where we have already agreed to issue a refund, this will be processed within 14 days of receipt. Items which require an inspection by the manufacturer may take longer but we will ensure that any item deemed eligible for a refund will be processed within 7 days of the inspection report being received from the manufacturer.

If, at our discretion, we agree to accept any returns which are outside our published Return Policy, you may be charged a re-stocking fee, a minimum of £10 and a maximum of 25% of the price you paid to cover costs. Returns made outside of our return policy will be offered as a store credit and not a refund.

Should you need to return an item, please call us on 0115 784 5942. We will need to discuss the reason for the return and approve it and tell you how to return it. We will then provide you with a unique return code so that we can associate the item to your customer record when it gets back to us. This avoids any delay in concluding the return process for you.

Returns Address:
Holcros Ltd
Unit 5
Eldon Road Trading Estate
Attenborough
Nottingham
NG9 6DZ