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Refund and Returns Policy

Effective Date: 17 October 2026‌
Issued by THULE OUTDOOR LIMITED

  • Official Website: www.thuleoutdoorshop.com
  • Contact Email: bitwy@thuleoutdoorshop.com
  • Registered Operating Address: Units 1-3 Two Counties Estate, Falconer Road, Haverhill, Suffolk, CB9 7XZ
  • Customer Service Hotline: +44 1440 762518‌

1. Core Policy Principle: No Standalone Refund Requests Permitted

At THULE OUTDOOR LIMITED, we operate a strict rule that ‌no customers are eligible to request a standalone refund without returning the full corresponding ordered items‌, under almost all circumstances. This policy is clearly communicated to all customers prior to order confirmation, and it applies to all products sold through our official e-commerce platform, including items priced at €38.00 listed on www.thuleoutdoorshop.com. We do not process any pure refund application where customers retain the purchased products, and this rule covers all scenarios including post-purchase changes of mind, partial dissatisfaction with product appearance, minor mismatches between product display images and real items that do not affect normal use, and other common non-quality-related disputes. The only exception to this rule is the extremely rare scenario where we confirm the ordered items are completely lost during transit, which will be verified against full courier investigation evidence before any processing.

This no-standalone-refund rule is designed to maintain fair operation for all our customers: it prevents unreasonable inventory loss caused by malicious standalone refund applications, ensures we can keep our product pricing competitive, and guarantees every customer receives the same fair and transparent service treatment when placing orders on our platform.

2. Eligible Conditions for Returns

To initiate a valid return application, you must meet all the following requirements at the same time:

  1. You submit the return application within 30 calendar days from the date you successfully sign for the ordered items. Any application submitted beyond this timeframe will not be accepted unless the product has verified manufacturing defects that cannot be found through routine inspection upon delivery.
  2. All returned items must be kept in their original, unused condition, with all original packaging, product tags, accessories, and accompanying documentation fully intact. Items that show obvious signs of use, scratches, stains, or damage caused by improper operation after delivery will not qualify for return processing.
  3. You must provide valid proof of purchase related to your order, including the order reference number issued by our system, and clear photos of the product condition before you ship the items back to our warehouse.
  4. All customised or personalised outdoor gear that you requested to modify according to your exclusive specifications is not eligible for return, unless the customised products have confirmed manufacturing faults that deviate from your confirmed design requirements.

3. Return Processing Workflow

  1. ‌Application Submission‌: When you confirm you meet all return eligibility conditions, contact our customer service team via bitwy@thuleoutdoorshop.com or our official on-site support channel, provide your order number, and describe the reason for your return request. Our team will send you a formal return approval notification and the designated return shipping address within 2 working days.
  2. ‌Item Shipment‌: After receiving the return approval, please carefully pack all the related items, ship them to the designated address we provided, and send us the tracking number of your return parcel. For returns caused by non-quality reasons, you will be responsible for covering the return shipping cost; if the return is caused by our verified shipping error or product manufacturing defect, we will provide you with a pre-paid return shipping label to cover all shipping expenses.
  3. ‌Warehouse Verification‌: After our warehouse team receives your returned parcel, we will conduct a full inspection within 3 working days to confirm all items and accessories are intact and meet our return conditions.
  4. ‌Processing after Verification Completion‌: Once your return is approved through our full verification process, we will process your full refund to your original payment account within 7 working days, or arrange a free exchange to send you the replacement item you requested, according to your original selection when submitting the return application. We will never process any refund for you before we successfully receive and fully inspect the complete returned items.

4. Exceptions and Dispute Resolution

If you encounter a scenario where you believe you cannot return the items due to special reasons, or you have disputes with our return verification results, you can contact our customer service team via +44 1440 762518‌ or our registered postal address to submit additional evidence for secondary review. Our dedicated dispute resolution team will follow the UK consumer protection regulations to conduct a neutral full re-investigation of your case within 10 working days, and provide you with a formal final resolution result. If you have any questions about the above policy, feel free to reach out to our team at any time.