Complaint policy

At Outside Travels, we want you to be completely satisfied with the products you purchase from us. Should you, against expectations, receive a defective or damaged item, you have the right to make a complaint in accordance with the Consumer Purchase Act. Here, we'll go through how to do it and what happens step-by-step.

1. Right to Complaint

According to Swedish consumer legislation, you have the right to complain about an item if it is faulty, damaged, or does not function as it should. The right to complain is valid for 3 years from the date you received the item, provided that the fault is not due to normal wear and tear or improper use.

A complaint must be made within a reasonable time after you discovered the fault, which is normally considered to be within 2 months.

2. How to Make a Complaint

Complaints are always handled via email so that we have all information gathered and can handle the matter as quickly as possible.

1. Email us at info@outsidetravels.com as soon as you discover the fault.
2. State the order number, which product it concerns, and a clear description of the problem.
3. Attach pictures showing the defect or damage. The pictures are important for the supplier's assessment.
4. We will get back to you within 5 business days with further instructions on how to return the item.

If you need to speak to us directly, please call +46 313 758 200, but the complaint itself should always be initiated via email.

3. Actions Upon Complaint

Once we have received your returned product, the supplier will examine it to determine if the fault is covered by the right to complaint. Depending on the outcome, we will do the following:

• Approved Complaint: We will offer you a repair or a new product. In some cases, we may also offer a price reduction if you wish to keep the product despite a minor fault.
• Full Refund: If repair or replacement is not possible, we will refund the purchase in full.
• Rejected Complaint: If the supplier cannot confirm that the fault is covered by the right to complaint, we will notify you and send the item back. The shipping cost for the return is borne by the customer in these cases.

4. Costs

In the event of an approved complaint, Outside Travels will cover all costs, including return shipping. We will send a pre-paid return label via email so you can easily send the product back.

Should the complaint not be approved, the customer is responsible for the return shipping cost, as per point 3 above.

5. Exceptions to the Right of Complaint

The right to complaint does not apply to faults that have arisen due to:

• Improper use or handling of the product.
• Normal wear and tear.
• Lack of maintenance, for example, saltwater damage to equipment not rinsed after use.
• Damage caused by external factors, such as accidents or exposure to weather conditions for which the product is not intended.
• Self-repairs or modifications of the product.

6. Processing Time

We always strive to handle complaints as quickly as possible. Normally, you will receive an initial response from us within 5 business days. The actual assessment by the supplier may take additional time depending on the product and supplier. We will keep you updated throughout the process.

7. Dispute Resolution

If you are not satisfied with how we have handled your complaint, we hope you will contact us directly so we can try to resolve it together. Should we not reach an agreement, you, as a consumer, have the right to contact the National Board for Consumer Disputes (ARN), Box 174, 101 23 Stockholm, arn.se.

You can also use the EU Commission's online dispute resolution platform at ec.europa.eu/odr.

8. Contact Information

Do you have questions or want to initiate a complaint? Please contact us.

Outside Travels AB
Fabriksgatan 13
412 50 Göteborg
+46 313 758 200
info@outsidetravels.com
Org.nr 559046-2395

Customer service is open weekdays 09:00–17:00.