Returns Policy

Returns Policy


     FAQs      |         Faulty Goods          |         Non-returnable Items     |        Return Address

If you have a problem with an item or just don’t like the colour, don’t worry - our friendly, experienced staff will happily help you out.

Simply download, complete and include a copy of our returns form with any return.  Please read on for further information…

All returned items must be in a clean, unused condition, free from odour, have all original packaging and tags present and be in their original, saleable condition.  Items returned to us otherwise will incur a minimum handling fee of £10 or be returned.


Q: If my item doesn’t fit or I don’t like it, can I return it?

A: No problem.  You can return your item for an exchange or refund up to 30 days (extended over Christmas, see news for further details) from the date of purchase providing that it is in its original, saleable condition, complete with all tags and packaging and has not been used.   Please note that we can not cover postage costs or take responsibility for items returned to us in this instance.  We recommend that items be sent back with sufficient postal insurance as to cover their value.  Where our original delivery cost is more than that charged we reserve the right to deduct the difference from the refund.

Q: I’d like to exchange my item, how do I do that?

A: The easiest and quickest way to exchange an item is to place a new order online and return the original item for a refund.  This way your new order will be traceable and get to you sooner.  If you would prefer not to place a new order then simply complete a returns form (above) and include this with your return, we will then send out a replacement item upon receipt.  Please note that postage is free on your first exchange.

Q: How should I return my item and who pays the postage?

A: We recommend that items be returned to us using Royal Mail First Class Signed For with sufficient insurance as to cover their value.  Unfortunately we are not responsible for any loss of or damage to items returned to us.  Unwanted items are returned at the customer’s expense, we will refund, up to a reasonable amount, any postage costs of faulty items or items sent incorrectly.  Please download a copy of our returns form (above) for further information.

Q: I’ve received the wrong item or it has been damaged, what now?

A: First of all we are very sorry for the inconvenience!  We do try extremely hard to make sure this never happens, and all items are thoroughly checked before they leave us.  Please return the item and call 01768 800504 to arrange having the correct/replacement item delivered free of charge and your return postage credited. 

If we can not supply a replacement you will receive a full refund for the item and all postage costs (please note that we are unable to refund above the value of the original transaction and will require card details in this instance).

Faulty Goods

Unless otherwise stated, all items sold are guaranteed as being free from manufacturing faults or defects and provide reasonable durability for their designed purpose for a minimum of 1 year from purchase. If you think an item is faulty please contact us for advice before returning the item.  Faulty items must be accompanied by a proof of purchase.

Any faulty goods returned within 30 days of purchase with minimal wear and accompanied by a proof of purchase will be exchanged for an identical item or refunded.

Any faulty goods returned more than 30 days from purchase and accompanied by a proof of purchase may be sent for repair or replaced or refunded at our discretion.

Where a fault or the cause of a fault is not apparent we reserve the right to send the item for testing before deciding on any action to be taken.  This should take no longer than three to four weeks, depending on the item. 

Non-Returnable Items

Unless faulty we are regrettably unable to accept the return of:

Underwear and socks, media items (books, DVDs, magazines, software etc), food and drink, sleeping bags and liners, items ordered specially or personalised, in-store sale items, shop-soiled or ex-display items.

Personal Protection Equipment (climbing hardware, ropes, harnesses, helmets etc)

Because we want to be sure that all returned PPE items are safe for re-sale we ask that items must be returned unused (except for trying on for size/fit) within 7 days of receipt with a completed returns form, which can be found above. Items returned without a completed form can not be refunded or exchanged until a form is returned and, along with the condition of the goods, accepted by us. Please ensure that all PPE items returned to us have not had their tags removed and are in their original packaging. In the case of ropes - these will only be accepted fully coiled and sealed in their original state. These conditions are in line with PPE and DSR regulations and exist for the safety of our customers. Please do not hesitate to contact us with any questions relating to PPE.

Return Address

Please send all returns to:


Heads Road



CA12 5EZ

This policy is in addition to and does not affect your statutory rights.


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