Returns and Refunds
How to make a return
The easiest way to make a return is using our Returns Portal, where you can arrange for your order to be sent back to us using Evri or Royal Mail from just £2 (payable by Visa or Mastercard).
Please note, some items cannot be returned via our returns portal. In these cases please chose an alternative returns method as found below.
Restricted Items
Some items cannot be returned through the returns portal:
Products Exempt from Returns
Underwear and perishable products such as food (save where such products have a prolonged use by date) or PPE equipment such as helmets.
Bladed Items
Orders containing bladed items can only be returned to a Naylors or GO Outdoors store. Just take the goods with the dispatch note or receipt and the store team will be happy to assist you. If you paid using a credit or debit card please make sure you have this with you so we can process a refund.
Heavy Items
Very heavy items may be too large for our returns carriers, in which case the returns portal will not accept your return. Please follow an alternative method as show below.
Returns Policy
Returning orders to us is easy. Whatever your reason, we offer a refund within 28 days of delivery or collection.
We offer a selection of ways for you to return items, details of which are found above. Please note that you remain responsible for the items until they reach us.
Unless faulty, items returned must be returned in their original packaging and in a re-saleable condition.
Store bought purchases can only be returned to store.
Faulty Goods
If your item arrives damaged or is not the item that you requested, please return to us using the returns portal.
If you believe an item is faulty we ask that you contact our Customer Care Team who will be able to advise. Please be aware we will ask for an image / video of the faulty or damaged item to help speed up the resolution. In some cases, we may need to send the item to our inspection team for assessment to establish if a manufacturing fault is present, then depending on the result we may offer a refund.
If the product(s) you’ve ordered develops a fault over time and is within its warranty period, it must be returned in clean condition to be accepted for a refund. This is to ensure the health and safety of the teams handling returns. This does not affect your statutory rights.
Delivery charges
Delivery charges will be refunded in cases where the goods are faulty. If an entire order is cancelled within the 14 day cancellation period then the standard delivery charge will be refunded. If you chose to pay extra for an expedited delivery service, we will only refund the cost of a standard delivery. Please note that if you keep part of an order (including any free gifts), you may not be entitled to any refund of the delivery charge.
Please see our Terms and Conditions for more details.
Alternative return methods
By Post
You can make your own arrangements through any postal carrier. We recommend you use a service that can provide proof of postage as the items remain your responsibility until we receive your parcel. Some services offer levels of compensation in case your parcel becomes lost or damaged. We suggest this is considered especially when returning high value items.
Please address returns parcels to:
Naylors Internet Returns
Kingsway Business Park,
Michael Faraday Avenue,
Rochdale,
OL16 4FW
Need additional support?
We are committed to providing exceptional customer service to all our customers, regardless of their individual circumstances.
We offer a variety of flexible return options to accommodate different needs and situations. If you are unable to visit one of our stores or use standard drop-off points—whether due to disability, neurodivergence, or other accessibility challenges, please contact our Customer Care team on 01706 507 555. Our trained representatives are ready to discuss alternative solutions tailored to your specific requirements.
Alternatively please contact us at Customer Care team and provide the details of the issue so that we can help to find the best solution.
Contact Us
If you would like to get in contact with us please go to the contact us page.