Returns Process
We offer a 31-day returns period, provided that products are returned in the original condition in which they were received, with all labels, tags, and packaging intact.
Please ensure that all returned goods are clean to protect the health and safety of our returns team. This is particularly important for faulty items, as dirty goods cannot be properly inspected or assessed under warranty. This does not affect your statutory rights.
Change of Mind / Unsuitable Items
- Log in to your account and select Orders & Returns from the menu. (If you do not have an account, please contact us directly.)
- Select the order you wish to return and follow the on-screen instructions.
- Print a copy of the returns form and include it with your package.
Please ensure that the goods and packaging are returned in “as new” condition, including all labels, tags, and original boxes. Damaged or used goods cannot be refunded.
We recommend using a tracked or signed-for postal service when returning items.
Once your return has been processed successfully, we will confirm this by email and refund the original payment method used for the purchase.
Faulty Product Returns
- Log in to your account and select Orders & Returns from the menu. (If you do not have an account, please contact us directly.)
- Select the order you wish to return and follow the on-screen instructions.
- Print a copy of the returns form and include it with your package.
If you prefer not to create an account or experience any issues with the process above, please contact us by phone or email and we will provide return instructions.
Our Great Gear Guarantee
We take great pride in working with trusted brands and carefully selecting the products we sell. We believe in the quality of the products we stock and understand that our customers rely on us to provide excellent service and support.
That is why we offer our Great Gear Guarantee on every product we sell. If a manufacturing fault develops in the materials or workmanship of a product within one year of purchase, we will work with you to find a fair and reasonable solution. This may include a repair, replacement, refund, or store voucher.
Please note that this guarantee does not cover products that are heavily worn, misused, neglected, or have reached the end of their natural lifespan. Even high-quality gear will eventually wear out, particularly if it has not been properly cared for.
If you believe your product is genuinely faulty, please contact us at returns@gbgp.com.
Please also note that we may need to send items to the original supplier or a third-party repair or testing company as part of the assessment process. This can take up to four weeks, or longer during busy periods.
Condition of Returns
Returned items and their packaging should be kept in the best possible condition. Please take reasonable care of all goods before returning them.
Items described as “special order only” may not be eligible for return or may be subject to a restocking fee.
Products We Cannot Cancel or Refund
Unless faulty or not as described, we cannot cancel, refund, or exchange the following items:
- Special order products
- Personalised or made-to-measure items
- Perishable goods
- Flares or hazardous goods
- CDs, DVDs, tapes, or other recording media
- Software or video products
For hygiene and safety reasons, the following items may only be returned if unused and in their original sealed packaging, with all labels and tags attached:
- Swimwear
- Underwear
- Socks
- Consumables
- Batteries
- Other perishable items
We are also unable to accept returns for:
- Climbing safety equipment
- Safety headwear
Please note that zips are often not covered under manufacturers’ warranties.
Gift cards and vouchers cannot be returned or exchanged for cash.
We reserve the right to refuse returns where we believe purchases were made for resale or stock trading purposes rather than personal use. Bulk orders and special-order items are non-returnable.
This policy does not affect your statutory rights.