RETURNS POLICY

Returns and exchanges
If you find your purchase unsuitable for any reason, we will exchange it (subject to stock availability) or refund the cost of the item*. To enable us to do this, 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, 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
*Note 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).

Faulty Goods and guarantees
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.

Consumers 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.

In this context, in writing may include letter, email or the form on the reverse of the delivery note returned with the goods. In this case we will then refund the outward postage charges but you will still need to pay to get the goods back to us.

Postage on returned items

The cost of outward postage for returned items will only be reimbursed;
  • in the case of faulty goods or
  • for an order cancelled under the DSRs or
  • where we have supplied a substitute for an out of stock item that you do not wish to keep.
The cost of returning items to us will only be reimbursed;
  • in the case of faulty goods or
  • where we have supplied a substitute for an out of stock item that you do not wish to keep.
To enable us to reimburse this please advise us of the cost in writing which may be by email where it is impractical to include this in the parcel.

Returns address
Returns or exchanges of goods purchased from Cotswold Outdoor Ltd can be made at any of our stores or by posting the goods and appropriate documentation to;

Cotswold Outdoor Ltd
Customer Returns
PO BOX 75
Malmesbury
SN16 9WQ

Note: advice on returning goods
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.

If you have any questions regarding our return and exchange policy, or require information on specific returns, please contact our customer service department where we will be happy to help you with your queries

Email: customer.returns@cotswoldoutdoor.com
Telephone: 0844 557 7755