Returns

If you would like to exchange an item from your order, simply return the item(s) (refer to our return policy) and place a new order with the item(s) you would like to have instead.

Please return the item(s) that you do not want to keep by sending them to Outnorth AB Logistics John Bunyans Väg 2 418 78 Göteborg Sweden.

Please do not address the package specifically to a person or a department. Please address the package exactly to the above mentioned address. Thank you! Make sure to wrap return items carefully and use the original packaging. Fill in the return form that came with our order or download it here: return note

Please do not stick the shipping label directly on the product packaging. You cover the shipping cost and it is your responsibility that items arrive in a good condition. Save the shipping receipt until your return has been confirmed. Shortly after we have received your return, we will pay back the amount paid for the item(s) and standard shipping.

If you have any questions please contact our customer support. 

When you send a return to us, please, do not address the package specifically to a person or a department.

Please address the package exactly to the return address that you find below. Thank you! Outnorth AB Logistics John Bunyans Väg 2 418 78 Göteborg Sweden.

RETURN INSTRUCTIONS:

1. Fill in the return form that came with your order and pack it together with the product(s) you want to return. If you don’t have a return note you can download it.

2. Pack your product(s) carefully. Please, do not use the original product packaging, e.g., a shoebox or plastic wrapper, as the outer packaging. When you return a product, it should be returned in unused condition and in undamaged product packaging, with all labels and manuals included.

3. Send your parcel to our return address. You’ll have to cover the shipping cost yourself, and it is your responsibility that the item(s) arrive in good condition. Save the shipping receipt until your return has been confirmed.

4. SEND A MAIL TO OUR CUSTOMER SERVICE WITH THE FOLLOWING INFORMATION ABOUT YOUR RETURN: Order number, shipping company, tracking number and - if available - tracking link.

Shortly after we have received your return, we will pay back the amount paid for the items you returned. If you have any questions please contact our customer support. 

Outnorth offers a 30-day money back guarantee starting from the day you receive your order. If you would like to return a product within this period, please fill in the return form, which we sent with your order, and send it to us along with the item you wish to return. This return policy does NOT apply to underwear and products that have been adjusted to fit you such as skis or snowboards.

If you wish to exchange your product: Please place a new order for the item you want instead and return the item(s) that you do not want to keep. 

To file a complaint start by sending us an e-mail.

Please state and enclose in your mail:

- Ordernumber + name of the product or article number

- Detailed description of the fault/problem and images/video

- Information of how and when the problem was discovere

- How you have cared for the product, if relevant

- We will then process your claim and ask you for further information if that is needed to solve the issue. Often we will ask you to return the item to us for examination or repair, but please to not send the item unless we ask for it. All returned items must be clean when returned to us. 

If you used a gift certificate with your purchase but then returned your order, we will deposit a refund to the same gift certificate you've received earlier. This will be done once the return is handled. You can then use the same gift certificate code again. 

If you would like to return products and you can't find the return note, download a new return note here.

If you do not have a printer, it is fine to write order number and list the returned items on a piece of paper. Send it along with items that you do not wish to keep.

Please send a short mail to our customer service with the following information about your return: Order number, shipping company, tracking number and - if available - tracking link. 

Each claim is individual. Of course, we try to process your claim as fast as possible, but depending in the problem it may take some time to solve the problem. We ask you for your patience and your understanding. We take every claim very seriously! 

If we have asked you to return a faulty product to us, please send it to:

Outnorth AB Logistics John Bunyans Väg 2 418 78 Göteborg Sweden

Please do not address the package specifically to a person or a department. Please address the package exactly to the abovementioned address. Thank you!

Instructions:

- Make sure that the item is clean; if it is dirty, muddy, has animal hairs on it etc., we might refuse to handle it, or charge extra cleaning costs. 

- Please note that it is your responsibility that the goods arrive in good condition. Make sure to wrap the items carefully. 

- Please choose a trackable service and cover the shipping costs. Save a copy of the invoice/receipt. Afterwards you can send this to us along with your bank details. If your claim is accepted, we will refund you the shipping costs.

- Please save and send us the shipping information: the shipping company, tracking number and - if available - a tracking link.  

If you have any questions, please contact our customer support.