Easy and hassle-free returns
We want you to be entirely satisfied with every purchase made from the Cotswold Outdoor Ltd group and strive to offer you excellent quality, value and service at all times. If you find your purchase unsuitable for any reason, we will exchange it or refund the cost of the item*.
Returns can be made by:
• visiting any of our stores nationwide
• posting the items and appropriate documentation to our returns address
*Policy on climbing equipment and helmet returns
Please note that for the safety of all our customers, we are unable to exchange or issue a refund for any new or unused climbing equipment and all helmets (including Ski) once it has left our premises. Please bear this in mind before you make your purchase. (This does not affect your statutory rights).
How to return your item/s
Please complete the details on the reverse side of your delivery note, specifying clearly REFUND or EXCHANGE and send it back to us within 28 days of purchase (or bring in to one of our stores*), ensuring that:
• The goods are in a new and unused condition, with all original packaging and labelling enclosed
• The original purchase receipt or invoice is enclosed
For card payments, refunds can only be made to the same card that was originally used at the time of purchase, whether online, via mail order or in store.
*Please note: store returns will be at the discretion of the store manager.
Cotswold Outdoor Ltd
PO BOX 75
Note: We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transit.
Postage costs incurred will be reimbursed in certain cases:
• In the case of faulty goods
• Where we have supplied a substitute for an out of stock item that you do not wish to keep.
For an order cancelled under the DSRs, only the outward postage cost will be refunded.
To enable us to reimburse this please advise us of the cost in writing, including receipts.
Faulty goods and guarantee
All products are guaranteed against failure due to defective workmanship or materials, but this excludes faults caused by accidents, neglect or misuse. The guarantee lasts for 12 months from the original purchase (unless otherwise stated).
If you find a fault with a new product within 12 months of purchase from Cotswold Outdoor Ltd, complete the reverse side of the delivery note explaining what is wrong. You should still enclose the original receipt or invoice and all packaging.
Please be aware that in order to comply with Health & Safety regulations any faulty items should be returned for assessment in a clean condition free from mud and dirt. We regret that we are unable to process items that do not meet with these criteria and we will return such items to you.
When returning faulty goods, please be aware that goods are returned to our suppliers and any refunds or exchanges may take up to 10 working days.
Consumer right to cancel
If you wish to exercise your rights to cancel an order under the Distance Selling Regulations (DSRs) you will need to inform us in writing* within seven days of the day following delivery.
We will then refund the outward postage charges but you will still need to pay to get the goods back to us.
*This may include a letter, email or the form on the reverse of the delivery note returned with the goods.
Find out more
If you have any questions regarding our return and exchange policy, please check our Frequently Asked Questions.
Alternatively, if you require information on specific returns you can contact us directly. Our call centre is available on 0844 557 7755 or you can email customer service. We always endeavour to answer email enquiries within 48 hours.
To view contact details for one of our national stores, please visit the respective store website.
We are determined to give you a fair deal. If you find a product we sell for less with other retailers and it is in stock, we will match the price or refund the difference.
In addition to manufacturer guarantees, we provide a one year money back guarantee. So if you find a product to be faulty, you can return it to us with proof of purchase for a full refund or exchange.
If you are not delighted with your purchase, you can get a refund or exchange by sending it back in new condition with the returns slip or by bringing it in to one of our stores with your receipt within 28 days.Full Terms & Conditions apply