We hope you are perfectly happy with your order from us, but we understand that in some cases you will want to return your purchase. We offer an "Unlimited Returns Period" and aim to process all returns within 1 week of receipt.
We offer a free returns service for faulty products and product exchanges (e.g. wrong size/colour) within the mainland UK. For all other returns customers are responsible for postage costs incurred.
Our Return Policy includes;
We offer an unlimited returns period provided products are returned in the original condition that you received them, including all labels, tags and packaging intact. Please ensure all returned goods are sent to us clean to ensure the health and safety of the teams handling returns. This particularly applies to used faulty goods which cannot be examined and assessed for warranty unless they are clean. This does not affect your statutory rights.
If you prefer not to create an account or experience any problems with the above process please contact us by phone or email and we will send returns details to you.
We love this business and take great care working with some great brands to select the products we sell. We believe in the brands we stock, and the quality of their products. We also understand that our customers trust us to do what is best for them, after all, a happy customer is more likely to shop with us again!
That is why we offer our Great Gear Guarantee on every product we sell. If, within a year of sale a manufacturing fault develops in the materials or construction of a product that we have sold you, we guarantee to get it sorted. We aim to reach a fair and reasonable solution, which may be a refund, replacement, voucher or a professional repair.
However, this isn’t a blanket invitation to send us those boots you’ve worn every day for the last 9 months. When we receive your request, we will be checking that the claim is reasonable. Please don't send us kit that has been used and abused and is completely worn out, and then expect us to refund you. Even the best gear will eventually wear out, especially if it isn’t cared for! That being said, if you feel that your purchase is genuinely faulty please get in touch with us at email@example.com.
Please note: We may need to send items to the original supplier, or a 3rd party testing/repair company as part of this process. This can take up to four weeks or longer during busy periods.
It's important that returned items and their packaging are in the best possible condition, so please take reasonable care of them.
Goods described as available 'by special order only' may not be returnable or may be subject to a restocking fee.
Unless faulty or not as described, we cannot cancel orders, refund or offer an exchange on: Special orders, personalised or made-to-measure products, perishable goods, flares or other hazardous goods, CDs, DVDs, tapes or other recording media, software or video.
There are also some goods you can't return in the interest of customer safety, including: climbing safety equipment, and safety headwear. Swimwear, underwear, socks, consumables, other perishables, and batteries can only be returned if they have not been worn and remain in their original packaging with all labels, and tags attached. Zips are also often not covered under manufacturers warranties.
Gift cards and vouchers cannot be returned or exchanged for cash.
This does not affect your statutory rights.