*OUR CHRISTMAS RETURNS POLICY*

At Cotswold Outdoor we want your gifts to be perfect, so if you give or receive something that is not quite right, we are pleased to offer an extended returns and exchanges policy throughout the entire Christmas period and beyond.

This means that anything purchased between the 4th November 2014 and 1st January 2015 can be exchanged or returned right up until 31st January 2015.

We simply ask that:

  • The product is returned inside any packaging and in an unused condition.
  • You provide the correct receipt or gift receipt.
  • If you have paid by card we are legally bound to return any money onto that same card, if the product receipt is present but the card receipt has been misplaced, we are only able to provide a credit note* to the equivalent value.
  • Gift receipts from cash payments will be accepted as exchanges and returns. Returns will be granted in the form of a credit note* or cash.
  • Gift receipts from card payments, but without the card receipt, will be accepted as exchanges or credit notes* only.
  • Gift receipts from card payments and accompanied by the card receipt will be accepted as exchanges or credit notes or returns.

With all returns, unless proof of the card purchase can be provided we are unable to return any money onto any card. This is not a store policy, but a legal requirement.

*For items greater than £5 returned to store, we can also provide an equivalent value gift card (this can be redeemed online or in store).

By Post

If you have decided not to keep an item, bought in-store or online, and wish to return or exchange it, please complete the details on the reverse side of your delivery note and send it back to us in a new and unused condition within 28 days of invoice. If you simply do not like your purchase, you will need to return the item at your own expense. If the item you have received is wrong or faulty, postage will be reimbursed.

We aim to process all refunds as quickly as possible, however, during busy periods this may take up to 5-7 working days. Refunds can only be made to the card that was used at the time of purchase. Your card will be refunded as soon as we have processed your returned items.

If you paid for your order through PayPal, your account will be refunded within 5-7 working days upon receipt of your return. If you cancel your order before we have despatched it, you will get an automatic refund to your PayPal account.

We regret to inform you that we cannot be held responsible for returned goods that become lost in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this.

In Store

If you wish to return your items to one of our stores nationwide, you will need a copy of your original receipt as a proof of purchase, we will then process a refund for you. Both online and phone orders can also be returned in store, free of charge.

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Items that Cannot be Returned

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) bought in store, once they have left our premises. Please bear this in mind before you make your purchase. This does not affect your statutory rights.

Faulty Goods

If an item is faulty and you wish to return it, please complete the details on the reverse side of your delivery note, giving details of the fault and send it back to us within 28 days. We will exchange the item or refund the full cost including any delivery charges incurred where appropriate. All goods must be in a new and unused condition together with a copy of your original receipt. We regret that we can only reimburse postage costs if the goods are faulty or if you are unhappy with substitute items that were supplied for an out of stock item.

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.

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

Faulty Goods Guarantee

All products offered are guaranteed for a period of twelve months unless otherwise stated from the date of the original invoice against failure to provide reasonable wear owing to defective workmanship or materials. The guarantee excludes fault caused by accident, neglect or misuse. If you find a fault with a new product, please complete the reverse side of the delivery note, explaining the area or part that has failed.

Items should be returned 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 the items to you.

Please be aware that faulty goods will be returned to our suppliers and therefore any refunds or exchanges may take up to 10 working days.

Consumer Right to Cancel

If you wish to exercise your rights to cancel under the Consumer Contracts Regulations you will need to inform us in writing, either in a letter, email or by filling in the form on the reverse side of the delivery note, within 14 days of the delivery. We will then refund the outward postage costs but you will need to pay to get the goods back to us.

The Distance Selling Regulations allow climbing equipment and helmets bought online to be returned within 14 days. For the safety of our customers, we will need to destroy any climbing equipment and all helmets (including ski) that are returned to us for refund or exchange. If in doubt please Contact Us before you make your purchase. This does not affect your statutory rights.


If you still haven't found the information you are looking for, please do not hesitate to Contact Us.