Returns

Please return the item(s) well-packaged, including a copy of your order invoice and clearly stating the reason for the return.

PLEASE NOTE: FOR HYGIENE REASONS, WE CANNOT ACCEPT RETURNS OF HYGIENE PRODUCTS, UNDERWEAR, SOCKS, OR WASHROOM ACCESSORIES. FOR SAFETY REASONS, WE CANNOT ACCEPT RETURNS OF ANY CLIMBING HARDWARE OR FOOD PRODUCTS.

We are pleased to offer a refund on your purchase (at our discretion) within 30 days of you receiving it. We will reasonably extend this period for international customers if returned items are held up in transit.

We do not provide free returns. You are responsible for covering the cost of returning the item to us. We strongly recommend using a tracked delivery service to return goods. This ensures there is proof of delivery and provides insurance for the goods while in transit. Please note, we cannot be responsible for items lost or damaged during the return journey.

Refunds for goods will be issued to the original payment method used to make the purchase.

Refunds will be made for the cost of the goods only—not for any original shipping charges, unless the products are deemed faulty. If you require a different size or colour, we can exchange the item, subject to stock availability. If the desired exchange is not possible, a refund for the cost of the goods will be processed to your original payment method.

If your original order qualified for a multi-item offer, all items involved in that offer must be returned together to receive a full refund. If only some items from an offer are returned, the value of the offer will be deducted from the refunded amount.

Goods returned for a refund must be in the same condition as they were received. This means:

• All original tags should still be attached to the item.
• Items should be returned in their original packaging, neatly presented.
• Items must be free of any marks, stains, other contaminants, or smells (such as smoke or perfume).
• Footwear must not have been worn outside.
• Please do not test-pitch tents in the garden or outdoors.

We reserve the right to refuse a return if the items are not received in a fully resalable condition.

Please note, we are generally unable to accept returns for special ordered items that we do not regularly stock, though these items are still covered under their manufacturer’s warranty.

Exchanges

For an exchange, the customer is responsible for organising and paying for the return postage of the original item. We can offer an exchange for the same product at the same price (for example, swapping for a different size or colour), dependent on stock availability.

Please return the item(s) securely packaged with a copy of your order invoice, clearly stating the size and colour you would like in exchange. If the requested exchange is not possible due to stock being unavailable, a refund for the cost of the goods only (not any original shipping charges) will be issued.

Warranties

For any warranty enquiry, please contact us with your order number and provide as much information as possible about the issue, including details of your usage of the product. We will respond to your enquiry as soon as possible.

If we ask for the item(s) to be returned to us under warranty, we will provide a free returns label and a returns form for you to include with the details we require.

Any item returned under warranty must be sent in a reasonable state. It should be clean (free of mud and dirt) and in a dry condition, to help us assess the returned item(s) hygienically and effectively. Where items fail to meet this reasonable standard of cleanliness, we reserve the right to return them to you without action, and any additional postage costs for this will need to be covered by you.