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Our returns policy

  • We offer a 12-month no quibble guarantee on all goods and purchases from Cotswold Outdoor Ltd.
  • Once purchased, if you find that the product isn't quite what you wanted, it may be returned for a replacement or a full refund.
  • If you have a problem, you can always get help and advice by emailing us or ringing our customer services department on 0844 557 7755


Guarantee

All products are guaranteed against failure due to defective workmanship or materials. The guarantee lasts 12 months from the original invoice (unless otherwise stated) and excludes faults caused by accident, neglect or misuse.

Should you need to make claim please return the item with a copy of the original receipt to any of our stores or our customer services department at:

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

Please indicate clearly the area or part that has failed and ensure that the items are clean, dry condition, otherwise they may be returned to you without attention.


Returns and Exchanges

If you find you purchase is unsuitable for any reason we will exchange it or refund the cost. To enable us to do this please complete the details on the reverse side of your delivery note and send it back to us within 28 days. We can only accept returns if you:

  • Enclose the original purchase receipt
  • Return all original packaging and labelling
  • Ensure the product is in new and unused condition
  • Specify clearly REFUND or EXCHANGE


Faulty Goods

If you find a fault with a new product please return it to us within 28 days and fill in the reverse side of the delivery note explaining what is wrong. You should still enclose the original receipt and all packaging. We will exchange the item or refund the full cost, including any delivery charges incurred, where appropriate.

When returning faulty goods be aware that items are returned to supplier and any refunds or exchanges may take up to 10 working days.

Tips: We recommend that all items be returned either by SPECIAL or RECORDED delivery with adequate insurance and make a note of the tracking number. Also put sender details on the reverse of returned goods.


Returns

You can return goods you have purchased, as long as they are returned in a new and unused condition. We do ask for proof of purchase and that the goods are returned within 28 days of purchase.
Refunds of postage will only be paid for the return of faulty goods.


Climbing Equipment Returns Policy

Please note that for your safety we are unable to exchange or issue a refund for any new and unused climbing equipment once it has left our premises. Please bear this in mind before you make your purchase. (This does not affect your statutory rights)