At Crib Goch Outdoor we would like all our customers to be completely satisfied with their purchases. Should you not be happy with the item, regardless of the reason, you may return it. Learn more...
Exchanges - FREE
If you would like to exchange any items in your order, we are able to offer a free postage label once per order. If the item you would like in exchange is out of stock or unavailable, you can exchange for any item of the same or greater value, or we can process a refund. In the event of a refund, our normal returns policy will apply; £4 will be deducted from the refund for the cost of the postage label. If you are exchanging for an item of greater value, you will need to pay the difference and our Returns team will contact you to arrange this. Click here to generate your free postage label for an exchange.
Alternatively should you not wish to wait, you can place a new order for the desired replacement and return the unwanted Good(s) for a refund. We acknowledge that this might seem more complicated, but this is the fastest way to ensure that you receive the goods you require.
Any returns sent back requesting an exchange will be refunded in line with our returns process.
Orders placed using Klarna cannot be exchanged - if you wish to change items on a Klarna order, you will need to place a new order and return your original item for a refund. Should you wish to return Klarna orders using our postage label service you will receive a payment request for £4, which will need to be paid in full before we can process your refund. Should you wish to avoid this delay, you would have to source your own returns postal service.
Refunds - £4 per Label
If you are returning your item(s) for a full or partial refund then we will deduct £4 from the amount refunded as payment for the label if used. Any returns sent back requesting a refund will be refunded in line with our returns policy. Please scroll down to see how to return unwanted items.
International Returns
For international customers returning goods you MUST mark the parcel and returns form as a "Return" in order to correctly avoid customs charges. Should you encounter customs charges upon the entry of your parcel into the UK we will not be responsible for paying these and your goods will be returned to you. In most cases the courier will not refund your postage costs. If you are returning an item from outside the UK, you are responsible for the postage costs.
For Faulty/Damaged or Incorrect Orders
Please do not return items to us before receiving confirmation to do so.
Please make sure to read information on Faulty/Damaged items below.
We offer convenient returns on orders to the UK (Mainland Only) through Royal Mail. This is available ONCE per order. To use our convenient returns label you will need to have access to a Royal Mail Post Office. If your returned parcel is over 61cm x 46cm x 46cm then you may be unable to return it using this method and additional charges may apply if you wish to continue. If you are unable to access these options (or if you would simply prefer not to) then you are welcome to return the order using your own shipping method. Please ensure the service you use corresponds to the size/weight/value of the item. We regret to inform you that we cannot be held responsible for returned goods that become lost or damaged in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this and track your item.
How to arrange your return?
For Unwanted/Exchanging items:
Before returning your item(s) make sure to read the below checklist. Orders placed using Klarna cannot be exchanged. If you wish to change your item you will need to place a new order and return your original item for a refund.
- Make sure you received the item within the last 28 days (if returning outside our Extended Christmas Returns Period).
- Check that the product is in its original condition from when it was purchased. This includes product tags and any product packaging that came with it.
- Print, complete & include in your parcel the Returns Form. If you do not have a printer please use this as guidance when writing your return note.
- Package the item(s) carefully using appropriate protective packaging. DO NOT tape or stick to the product box as this needs to be resold.
- For UK Returns using our Returns Label - Create your Royal Mail Label Here. If your parcel is not within the size available you will have to source your own returns service. If you do not have a printer, use the link above to create a Royal Mail label, and then show the QR code on your phone at the Post Office.
- For International or UK Returns NOT using our Returns Label - Please use your own method (we are unable to cover the costs incurred).
- Either take your parcel to the Post Office, or book a Royal Mail Parcel Collect pick-up by clicking here.
- Please note that at this stage (before the item(s) are received by us) you are responsible for the item(s) and therefore we recommend that you carefully package the item(s) and purchase any relevant insurance from the courier (if not using a returns label from us).
- We will aim to confirm receipt of the item(s) within 2 working days of receiving them. If it is possible, we will also confirm the refund/exchange at the same time.
For Faulty/Damaged items:
- Locate your receipt of purchase of the goods (either the email or physical receipt).
- Contact us at your earliest convenience by either emailing customerservice@cribgochoutdor.com or phoning us with details about your faulty/damaged item(s). We will provide a Returns Form for you to fill in and send back to us at your earliest convenience.
- We will then contact you and inform you of the next stage. DO NOT return items to us before receiving confirmation to do so. We will provide a FREE returns label if we require the item back. We will NOT refund your returns postage if you decide to send the item back using your own method unless confirmed before you send the item back. We may need to contact the manufacturer/supplier before reaching a decision, in which case we will advise you, this can take up to 14 days with some suppliers.
Returns Contract
We are unable to handle and inspect returned items unless they are clean and dry due to Health and Safety regulations. This is in particular reference to Outdoor Clothing and Footwear. This clause is in accordance with the Health and Safety at Work Act 1974.
Under the Consumer Contracts Regulations you have the legal right to cancel your order within 14 days of receipt of your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty. However, you will need to notify us if you wish to cancel your contract, and you then have 14 days to return the goods to us, at your own cost and risk.
You cannot cancel your contract if you have removed any sealed packaging on a product or purchased goods that are non-returnable. Non-returnable items will be stated on their respective product pages. Confirmed Non-returnable items include: Personalised or Special Order items, Underwear, PPE (including climbing equipment).
Helmets can only be returned if the special instructions (included with each helmet) are followed. Helmets must be returned in a box (in addition to their own box) which must be well-padded to prevent damage during transit. Helmets will not be accepted for return if they are returned using inadequate packaging.
If you have received the goods before you cancel your contract then (unless purchasing non-returnable items for which you do not have a right to cancel) you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk within 14 days from the date that you tell us you are cancelling your contract.
Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible within 14 days from when we receive the goods back, provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you.
If you then do not return the goods delivered to you, or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. On receipt of the goods and after inspection we will credit you the amount you paid for the goods. Please note that for International orders, a refund will be given on the goods purchased only and NOT the shipping cost.
For international customers returning goods, you must mark the parcel and customs form clearly as "Returned Goods", in order to correctly avoid customs charges. If for any reason customs charges are incurred upon the entry of your parcel into the UK we will not be responsible for paying these, and your goods will be returned to you. In most cases the courier will not refund your postage costs.
Goods returned must be returned in the condition they were received in. This includes all packaging which must be intact and complete, ready for resale. Items must be returned with protective packaging and tape, labels or glue or tape must not be applied directly to product packaging as this will result in damage that affects resell. Returned goods are thoroughly inspected when we receive them, and any goods with signs of damage, use, wear, or that are dirty may not be accepted, or you may be charged a restocking fee. We hold the right to deduct the costs of these damages from the amount to be re-credited to you.