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 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.
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.
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.
Unfortunately, we are unable to accept returns for faulty items purchased from any other retailer. In this instance please contact the retailer that you purchased the item from.
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.
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 and dry condition and be 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.
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.