Last Updated: 18 August 2026
At MASTERS OUTDOOR LEISURE LTD, we want you to be completely satisfied with your outdoor furniture purchase. If you need to return an item, please review the policy below.
1. 14-Day Right to Cancel
Under the UK Consumer Contracts Regulations 2013, consumers generally have the right to cancel an eligible online purchase within 14 calendar days from the day after they, or a person nominated by them, receive the goods.
Notification Period
You must notify us of your decision to cancel within the applicable 14-day cancellation period.
Return Period
After notifying us of your cancellation, you generally have a further 14 days to return the goods to us.
Nothing in this policy affects your statutory consumer rights.
2. Return Eligibility and Condition
If you exercise your statutory cancellation right, you should take reasonable care of the goods while they are in your possession.
Where possible, returned products should be:
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Unused and in their original condition.
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Complete with all components, accessories, fixings, and instructions.
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Properly protected for transportation.
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Returned in the original packaging where reasonably possible.
For flat-packed furniture, we strongly recommend keeping the original packaging until you are certain that you wish to keep the product.
If a product has been assembled, used, modified, damaged, or handled beyond what is reasonably necessary to establish its nature, characteristics, and functionality, a deduction may be made from the refund where permitted by law.
3. How to Request a Return
To request a return or exercise your cancellation right:
Step 1 — Contact Us
Contact us by email or telephone and provide:
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Your order number.
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Your name.
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Proof of purchase or order confirmation.
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The product you wish to return.
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Your reason for returning the product, where applicable.
Email: contact@mastersoutdoor.co.uk
Phone: +44 1384 637526
Step 2 — Return Instructions
Our customer service team will provide the applicable return instructions and, where required, the return address or collection arrangements.
Please do not send heavy furniture to an address provided on your own without first contacting us.
Step 3 — Arrange the Return
For small or parcel-sized items, you may be able to use a suitable trackable courier.
For large or heavy furniture, we can help arrange a specialist collection where appropriate.
4. Return Shipping Costs
For a change-of-mind return where the goods are not faulty, damaged, incorrect, or otherwise do not conform to the contract, the customer may be responsible for the direct cost of returning the goods where this has been communicated before purchase.
Small / Parcel Items
Customers may arrange and pay for the return using a suitable courier service.
Heavy Furniture and Pallet Items
Large outdoor furniture may require specialist pallet or freight collection.
The actual return or collection cost will depend on factors such as:
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Product size and weight.
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Number of pallets.
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Collection postcode.
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Courier or freight service required.
We will confirm any applicable collection cost before arranging a return collection.
Faulty, Damaged, or Incorrect Goods
If your goods are confirmed to be faulty, damaged, incorrect, or otherwise do not conform to the contract, MASTERS OUTDOOR LEISURE LTD will cover the reasonable return or collection costs and provide the appropriate remedy in accordance with applicable UK consumer law.
5. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged, defective, or with missing components, please contact us promptly.
For delivery damage, we request that you notify us within 48 hours of delivery, where possible, and provide clear photographs of:
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The product.
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The external packaging.
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The damaged area.
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The delivery label, where applicable.
Phone: +44 1384 637526
Email: contact@mastersoutdoor.co.uk
The 48-hour reporting request is intended to help us investigate transportation issues quickly and does not remove or restrict your statutory consumer rights.
Where the goods are confirmed to be faulty, damaged, incorrect, or not as described, we will arrange an appropriate remedy, which may include repair, replacement, price reduction, or refund, depending on the circumstances and applicable law.
6. Refunds
Once returned goods are received, we may inspect them to confirm their condition.
Where a refund is due, it will normally be made using the same payment method used for the original purchase.
Under the applicable consumer cancellation rules, refunds will normally be issued without undue delay and within the required statutory timeframe.
Depending on your payment provider or bank, it may take additional business days for the refunded amount to appear in your account.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been returned.
7. Deductions from Refunds
If you exercise your statutory cancellation right, you may be responsible for any reduction in the value of the goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics, and functionality.
Where applicable, any such deduction will be explained to you.
This does not affect your rights where goods are faulty, damaged, incorrect, or otherwise fail to conform to the contract.
8. Exclusions and Non-Returnable Products
Certain products may be excluded from the statutory cancellation right where permitted by law, including:
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Bespoke or customised products made to the customer's specifications.
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Products that have been made specifically for the customer and cannot reasonably be resold.
Clearance or final-sale products: Unless otherwise stated, clearance or final-sale products remain subject to applicable statutory consumer rights. A “Final Sale” designation does not remove rights relating to faulty, damaged, incorrect, or misdescribed goods.
9. Warehouse Returns
Where agreed in advance, eligible products may be returned directly to our warehouse.
Warehouse Address:
MASTERS OUTDOOR LEISURE LTD
Unit 20, Charlton Dr
Corngreaves Trading Estate
Cradley Heath
B64 7BJ
United Kingdom
Please contact our customer service team and obtain confirmation before bringing a return to the warehouse.
Customers should bring their order confirmation or other proof of purchase.
10. Exchanges
Where a product is faulty, damaged, incorrect, or otherwise does not conform to the contract, we may offer a replacement where appropriate and available.
For change-of-mind returns, an exchange may be possible depending on stock availability and the applicable return arrangements.
11. Contact Us
For questions regarding returns, refunds, exchanges, or cancellation requests, please contact:
MASTERS OUTDOOR LEISURE LTD
Unit 20, Charlton Dr
Corngreaves Trading Estate
Cradley Heath
B64 7BJ
United Kingdom
Phone: +44 1384 637526
Email: contact@mastersoutdoor.co.uk
Working Hours:
Monday – Friday: 9:00 AM – 6:00 PM
This Returns & Refund Policy should be read together with our Terms & Conditions and Shipping Policy. Nothing in this policy is intended to limit or exclude any statutory consumer rights that apply to you.