The following are our Terms Of Engagement with customers:
Who we are?
We are Them Outdoors Limited, a limited company incorporated in England with company number 15023401. Our details (including information about how to contact us) are at the end of these terms.
What we do?
We are the operator of the Them Outdoors website at www.themoutdoors.co.uk. We act as an agent for each maker advertising products via the website; this means that we act on the maker’s behalf in entering a contract with you in relation to each product that you offer to buy, and any contract that you enter into via us or the website to purchase a product will be between you and the maker, not between you and us. We do not have property in, or physical possession of, any products made available by makers for purchase via the website. From time to time we may also market and sell products offline, and these terms shall apply to any such sales. References to sales via the platform and this website shall be deemed to include offline sales and marketing activities.
What sort of products can you purchase via the website?
Products made available for purchase via the website are:
- standard products; that is, products available from stock, or made to order to a standard specification; or
- bespoke products; that is, products made to order to your specification.
The relevant product listing on the website will explain whether the product is a standard product or a bespoke product. The process for ordering standard products and bespoke products via the website is different, and you have different statutory and other rights in relation to standard products and bespoke products. This is explained in more detail, below.
Please note that, although we make every effort to display as accurately as possible the colours, features, specifications, and details of the products, we do not guarantee that the colours, features, specifications, and details of the products will be accurate, complete, reliable, current or free of other errors.
We reserve the right to discontinue any products at any time for any reason.
Ordering standard products
You will be able to offer to purchase standard products via the website, by selecting the product, completing any details required, providing payment details, agreeing to the terms of purchase on the website, and offering to purchase the product by clicking on the relevant button. All offers by you to purchase will be subject to confirmation of acceptance by us (once we have confirmed the transaction with the maker) and we will notify you by email to confirm whether or not your offer to purchase has been accepted. Once we have confirmed acceptance of your offer to purchase, then you and the maker will be bound by contract from that point. If we email to tell you that your offer to purchase has not been accepted, or if we do not notify you either way within seven days of your offer to purchase, the proposed purchase will be cancelled, and no contract will be entered into, except as expressly agreed otherwise with you at the time.
Ordering bespoke products
To enable you to purchase a bespoke product via the website, the specification of the relevant product will first need to be agreed between you and the maker. If you make an enquiry about a bespoke product, we will put you in touch with the maker by email so that they can agree the specification of the product with you. Once the specification has been agreed, we will include it and other relevant details in an order form which we will send to you as an offer by the maker to sell you the product as described in the order form and subject to the terms of purchase on the website. If you accept the offer, you and the maker will be bound by contract from that point. The offer will remain open for acceptance by you for seven days, and if you do not confirm within that time that you accept the offer, the offer will be treated as withdrawn and the proposed purchase cancelled, except as expressly agreed otherwise with you at the time.
Making and confirming orders
The maker will not be obliged to sell and supply any product to you, and you will not be obliged to buy it, unless and until:
- in relation to a standard product, we confirm acceptance of your offer to purchase; or
- in relation to a bespoke product, we send you a completed order form and you confirm acceptance of the maker’s offer to sell accordingly.
All confirmations and related communications in relation to an order will be by email to the address that you give us when offering to purchase or enquiring about the product. Prior to the relevant contract being entered into as set out above, we may refuse to process any transaction, or cancel a transaction after processing has begun, for any reason and at any time in our sole discretion.
Contracts, payments, and refunds – our role
If you purchase a product via the website:
- there will be a binding contract between you and the maker for the purchase by you of the relevant product(s), provided that the contract may be cancelled to the extent permitted by these terms;
- the contract for the sale and supply of the product(s) will be directly between you and the maker. We will not be a party to the contract between you and the maker for the sale or supply of any product(s), and we will not be liable to you in relation to the delivery (or non-delivery) of any product(s);
- payments made by you for any products purchased by you will be accepted by us or our payment service provider as agent for the relevant maker and, as between you and the maker, payment to us or our payment services provider by you will be treated as a payment to the maker. Accordingly, once payment has been made to us or our payment service provider by you, you will be treated as having paid the maker, and the maker will not be able to claim the same payment from you;
- in certain circumstances, we may be authorised as the maker’s agent to refund to you any payment you have made for a product that you have purchased from the maker (for example, if the contract us cancelled in accordance with these terms after payment has been taken from you).
When will we take payment for your order?
We will not take any payment from you prior to the contract for the sale and supply to you of the product being entered into. Following that:
- where a deposit is required (you will have been notified of this prior to your offer to purchase, or in the order form), payment will be taken immediately the relevant contract is entered into; and
- otherwise, payment will be taken once the product is ready for delivery, shortly before the product is despatched.
If the method of payment you have given us does not work, then we may cancel your order (see below for more detail about this).
Deposits
Deposits in relation to standard products are only refundable if you cancel the contract in accordance with your statutory rights (explained below). Deposits in relation to bespoke products are non-refundable. This does not affect any right you may otherwise have to claim damages in the event of breach of the contract by the maker.
When will your order be delivered?
You will be informed of the estimated time for delivery of the order at the point you make the order on the website. You will be informed by email in the event of any delay in delivering your order.
What if you want to make changes to your order?
If you want to make changes to your order, you should email us at . Changes may include cancelling your order (to the extent that you are entitled to do so) or changing the date or delivery address for a delivery. There may be an additional charge which you must pay in order for the change to take effect (for example, if you change the address for delivery and this involves an increase in the delivery charge). All changes (except cancellation in accordance with your statutory rights) are subject to agreement with us.
Your right to cancel – bespoke products
You have no statutory right to cancel the purchase of a bespoke product.
Your right to cancel – standard products
When you enter into a contract to purchase a standard product via our website, you have the right to cancel the contract within 14 days of delivery (see below) without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire (or a third party other than the carrier and indicated by you acquires) possession of the standard products. To exercise this right to cancel, you must inform us by a clear statement (e.g. by email – see below).
How can you exercise your initial right to cancel an order for a standard product?
To cancel your order for a standard product, you must clearly inform us, in writing (which includes by email, to ) giving us your name, address, and order reference. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. If by the time you cancel the products have been delivered to you, then you must make the products available for collection within 14 days after the day of notifying us of the cancellation, in the same condition in which you received them (which does not interfere with your right to take any reasonable steps to examine the products and make sure they conform to your order) – see more information about this, below.
What happens if you do not take reasonable care of the standard products before you return them?
You have a legal obligation to take reasonable care of the standard products while they are in your possession. In order to exercise your right to cancel and obtain a full refund, the standard product should be returned in “as new” and resaleable condition. If you fail to comply with this obligation, there may be a right to deduct the cost of any use or deterioration, up to the price of the product, from the refund to which you are otherwise entitled. For example, if you leave a product outside exposed to the weather or use the product and damage it while doing so, then it is likely that there will be a deduction from the refund to which you would otherwise have been entitled and, for example, if the product is not in resealable condition, then that deduction may amount to the whole or a substantial proportion of the price.
How should you return standard products when you have cancelled following delivery of the products to you?
To return the standard products, you should notify us that they are available for collection, and of the address from which, and the times at which, they may be collected (which must be within 14 days of notice of cancellation). We will arrange for collection of the standard product from you, but you will be responsible for the cost of returning the products, and this will be deducted from any refund of the price due to you. The expected cost of return will be notified to you at the time you enter into the contract to purchase the standard product concerned. The standard product will remain at your risk until it is collected by us or on our behalf.
Who will be responsible for refunding the price to you if you cancel an order for a standard product?
It will be the maker’s responsibility (not ours) to refund any payments you have made to you (although this may be done by us on their behalf, acting as their agent). You acknowledge and agree that any claim for a refund is between you and the maker, and not between you and us, although we will use our reasonable endeavours to assist in resolving any dispute between you and the maker with regard to a refund. Please note that, when processing payment or repayment, we act only as agent for the maker, and not on your behalf.
When will you receive a refund following the exercise of your initial right to cancel?
If you cancel a purchase within the initial cooling-off period as set out above and after we have taken payment from you, the refund due to you will be processed as soon as possible and, in any case, within 14 days after the day on which the products are returned. The maker will refund the price of the products that you have paid, including the cost of delivery to you, subject to any deduction the maker is entitled to make for the cost of collection of the product from you, or due to your use of, or damage to, the products. Refunds will be made by using the same method originally used by you to pay for your purchase, unless agreed otherwise.
When can we cancel your order?
The maker (or us on behalf of the maker) can cancel your order for products (standard or bespoke):
- if any information you have provided (for example, if you have given us the wrong billing address) is inaccurate;
- if any payment is not authorised by the issuer of your payment card;
- at the maker’s discretion at any time prior to delivery of the product to you.
In the event of cancellation of your order in this way, you will not have to pay for any products except to the extent that they have already been delivered to you, and any liability on your part to pay for products that have not been delivered to you will be cancelled and any amounts paid by you refunded in full.
Where you can you find out the price of the products?
The price of standard products is as quoted to you via the website. The price of bespoke products will be as quoted to you in the order form. All prices include any VAT (where applicable) but exclude delivery costs, which will be automatically added (at the amount shown) to the total amount due. Before ordering your product, you will be able to see the total price of your purchase, including any delivery charges and applicable VAT.
Who is responsible for refunds?
It will be the maker’s responsibility (not ours) to refund any payments to you (although if agreed with them this may be done by us on their behalf, acting as their agent). You will be entitled to a refund in the following circumstances:
- where you have cancelled the relevant purchase after you have paid for it
- where the maker has cancelled the relevant purchase after you have paid for it;
- where the maker fails (for whatever reason) to deliver the product within a reasonable time after the scheduled date for delivery, and without having agreed with you to rearrange it or cancel the relevant purchase.
If in any other circumstances we receive a request for a refund from you, we will contact the maker to discuss the matter with them and to try and resolve it. You acknowledge and agree that any claim for a refund of fees paid is between you and the maker, and not between you and us, although we will use our reasonable endeavours to assist in resolving any dispute between you and the maker with regard to a refund. Please note that, when processing payment or repayment of fees, we act only as agent for the maker, and not on your behalf.
How will payments be made?
Payment for all orders must be made by PayPal, or credit or debit card. Payment may be made by PayPal and by most major credit and debit cards. Only credit or debit cards where the statement address is within the United Kingdom can be used. Note that we use a payment services provider to process payments on our behalf, and we do not process your payment details ourselves. Your credit or debit card will not be charged except as explained above.
What if the products are damaged or faulty?
If any product you order is damaged or faulty when delivered to you, the maker may offer replacement or a full refund. If you are not happy with any of the products, please get in touch and we will do our best to help.
What is our liability for the sale and supply of products?
Any contract for the sale and supply of a product is entered into between you and the relevant maker (via us as their agent). We will not be responsible or liable for delivery (or non-delivery) of any product, nor for any act or omission on the part of the maker or any other user of our platform other than us, whether such act or omission relates to the sale and supply of a product or otherwise.
Can we help with disputes?
If you have a dispute with a maker or other users of the platform other than us while using our platform, it is your sole responsibility to resolve the dispute concerned (although, in our discretion, we may use our reasonable endeavours to assist in resolution of the dispute). You will indemnify us against all damages, loss, cost and liabilities suffered or incurred by us as a result of any such dispute. We will not be liable in respect of any claim against you by any maker or any other person other than us.
Can you buy products on behalf of a business?
No – products are only sold via this website to consumers, not businesses. The maker will not be liable to you for any business losses, and any liability that the maker does have for losses you suffer arising from the sale of any products to you if you were purchasing other than as a consumer shall not exceed the purchase price of the relevant products and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by the maker and you at the time your order is accepted.
What if you are a business who wishes to buy products?
This website is not intended for commercial use. If you wish to purchase products on behalf of a business, please contact us by email via .
How do we look after your personal data?
To find out how we take care of your personal data, and what we use it for, have a look at our privacy policy.
Intellectual Property
We are the owner or licensee of all intellectual property rights in our services, including all source code, databases, functionality, website designs, audio, video, text, photographs and graphics on the website (the “Website Content”). The Website Content is protected by intellectual property rights, including copyright. You may not modify, use, re-publish, copy, display or reproduce any of the Website Content for any purpose without obtaining the express prior written consent of us or our licensees.
Third-party websites
The website may contain links to other websites (“Third Party Website”) as well as articles, photographs, text, graphics, pictures, information and other content belonging to or originating from third parties (“Third Party Content”). We are not responsible for any Third Party Websites or Third Party Content. If you leave our website to visit a Third Party Website, you do so at your own risk and subject to the terms and conditions of that Third Party Website.
Please look after our website!
Please be sensible and reasonable when using our website. You must not: (i) use the website for any illegal or unauthorised purpose; (ii) introduce any viruses or other nasties; or (iii) access the website through any automated or non-human means.
Sales in the UK
The platform is intended for use for consumers in the United Kingdom who are aged 18 or over; the products are therefore intended to be lawful and appropriate for sale under the applicable law in the United Kingdom, and not anywhere else.
Law and jurisdiction
Our and the makers’ dealings with you (and these terms) are governed by English law.
Contacting us
Please submit any questions you have about these terms or an order you have placed or ordering in general by email to or write to us at The Old House, Main Street, Maids Moreton, Buckingham, MK18 1QU.
DATE OF LAST UPDATE: 1st February 2025