We are unable to handle and inspect returned items unless they are clean and dry, in accordance with the Health and Safety at Work Act 1974. This applies in particular to outdoor clothing and footwear.
Your right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the legal right to cancel an order placed online, by telephone or by Click & Collect within 14 days of receiving or collecting your goods. You do not need to give a reason and there is no penalty. You then have a further 14 days to return the goods to us, at your own cost and risk. Made-to-order items are excluded.
Our returns promise. To make things easier, we accept returns of unwanted goods up to 28 days after the day you receive an online order, or 14 days after the date of purchase in one of our shops. You need not contact us before returning an online item for a refund — we will treat the return of the item(s) as cancelling the order, assuming all other conditions in our returns policy and Terms & Conditions are met.
Condition. Whenever you return goods, we ask that they reach us unused, unworn, clean and dry, with all tags and labels attached, in their original packaging, complete and fit for resale, and protected by an outer bag or box. What happens if they do not depends on when and how you bought them. During the first 14 days of an online order you are entitled to handle goods as you would in one of our shops in order to see whether they are right for you — unpacking them, examining them, trying clothing on. If you go further than that and their value is reduced, we may deduct an amount from your refund to reflect the reduction, and where goods can no longer be sold that deduction may be most or all of what you paid; we will tell you the amount and the reason. We will not refuse the return during this period, and we do not charge restocking fees. From day 15 onwards, and for all shop purchases, these periods are our own promise rather than a legal requirement, so the conditions apply in full and returns that do not meet them may be declined or a deduction made.
Where returns can be made. Online, telephone and Click & Collect orders may be returned to either shop or by post. Purchases made in person in one of our shops must be returned to that shop and cannot be returned by post. This applies to changes of mind only — faulty goods may be brought to either shop or returned by post, however they were bought.
Exchanges. We do not operate an exchange service. If you would like a different size, colour or product, please place a new order and return the original for a refund. Any goods sent back to us requesting an exchange will be refunded in line with this policy. In our shops we can process a refund and a new purchase in the same transaction.
Goods you cannot cancel. Personalised, made-to-order or special order items; underwear, briefs, boxers, socks and face coverings where the hygiene seal or packaging has been opened; perishable goods including food; sealed audio, video or software once unsealed; gas canisters and fuels; GPS units, watches and similar electronics once registered or activated. Non-returnable items are identified on their product pages.
Personal protective equipment. Ice axes and crampons may be opened, examined and tried for fit indoors, and returned in the ordinary way. Where equipment shows any sign of use, sharpening, filing, impact, wear, soiling or modification, or where the batch or serial number is missing or illegible, we cannot lawfully return it to stock. It has no resale value to us and will be quarantined and destroyed. Where you are cancelling under the Regulations we will deduct the full price from your refund and confirm the deduction and reason in writing; otherwise we will decline the return.
Refunds. Where you cancel under the Regulations, we will refund you within 14 days of receiving the goods back or of you supplying proof of postage, whichever is sooner, together with the basic cost of the original delivery. Enhanced delivery options are refunded only up to the value of our standard service. For returns under our 28-day promise, we refund within 14 days of receiving the goods. Refunds are made to the original payment method. Where a shop purchase was paid for in cash and a cash refund is requested, we may need a little notice for security reasons. For orders shipped outside the UK, a refund is given on the goods only and not the shipping cost.
Packaging. Goods must be returned with all packaging intact and complete and fit for resale. Tape, labels and glue must not be applied directly to product packaging, as this causes damage that affects resale. Returned goods are inspected on arrival and we may deduct the cost of any such damage from the amount refunded.
Sale items. An item is a sale item if it was ticketed, displayed or listed as Sale, Clearance or Outlet at the time of purchase. Sale items bought online are covered by our full 28-day promise and are refunded in the usual way. Sale items bought in one of our shops may be returned to that shop within 14 days for a credit note, valid 12 months and usable immediately, rather than a refund; this is stated on the ticket at the point of sale and on your receipt. Faulty goods rights are unaffected.
Faulty goods. Nothing in this policy affects your rights under the Consumer Rights Act 2015. You may reject faulty goods for a full refund within 30 days of receipt, including the cost of returning them to us; after that you are entitled to a repair or replacement, and to a refund or price reduction if that is unsuccessful.
For international customers returning goods, you must mark the parcel and customs form clearly as "Returned Goods" in order to avoid customs charges. If customs charges are incurred on entry 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.