Crib Goch Outdoor Terms & Conditions

This website is operated by Crib Goch Outdoor World Ltd, trading as Crib Goch Outdoor. These terms apply to your use of this website and to everything you buy from us. Please read them before ordering.

Who we are

Our shops:
Crib Goch Outdoor Llanberis — 58 High Street, Llanberis, Gwynedd, LL55 4EU
Crib Goch Outdoor Beddgelert — Beddgelert, Caernarfon, LL55 4YB

If you have a question, a comment or a complaint, please get in touch using the details above. Section 13 explains how we handle complaints.

1. These terms

1.1 What these terms cover. These terms apply to your use of www.cribgochoutdoor.com and to every contract for the sale of goods we make with you through this website or by telephone. They also apply, where indicated, to goods bought in one of our shops.

1.2 Definitions. In these terms:

• "we", "us", "our" and "Crib Goch Outdoor" mean Crib Goch Outdoor World Ltd;
• "you" means the person using this website or buying goods from us;
• "Goods" means the items we supply to you;
• "Order" means your request to buy Goods from us;
• "Contract" means the agreement between us for the sale of Goods, formed as described in section 3;
• "Sale Item" has the meaning given in clause 5.18;
• "Online Purchase" means Goods bought through this website or by telephone, including Click & Collect;
• "Shop Purchase" means Goods bought in person in one of our shops;
• "Shop of Purchase" means the shop at which a Shop Purchase was made.

1.3 Nothing here reduces your legal rights. You have rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other legislation. Nothing in these terms affects those rights. Where anything we have written appears to conflict with them, your legal rights take precedence.

1.4 Changes to these terms. We may update these terms from time to time. The version that applies to your Order is the one published on this website at the moment you place it.

1.5 If part of these terms cannot be enforced, the remaining provisions continue to apply.

1.6 Notices to us should be sent in writing to our registered office or by email to [email protected].

1.7 Third parties. Only you and we have rights under a Contract. No other person may enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999.

2. Using this website and your account

2.1 By using this website you confirm that you are able to enter into a binding contract, either on your own behalf or on behalf of any organisation you represent.

2.2 Where you create an account, please give us accurate and complete information and keep it up to date.

2.3 Keep your password to yourself. You are responsible for activity carried out through your account. Tell us straight away if you think someone else has gained access to it.

2.4 We take reasonable care to keep this website available and accurate, but we cannot promise it will be free from errors or interruptions, and we review its content periodically rather than continuously.

2.5 Product photography is illustrative. Screens vary, so colours may not display exactly. We describe features in writing on each product page and, where a product differs in detail from the image — in branding, lining colour, cuff style or similar — we aim to say so in that description.

2.6 Information on this website is provided as general guidance. It is not a substitute for professional instruction, manufacturer's instructions, or recognised codes of practice, particularly in relation to safety equipment and mountain activities.

3. Orders, prices and delivery

Placing an order

3.1 When you place an Order you are making an offer to buy Goods from us on these terms.

3.2 We will email you an acknowledgement confirming that your Order has reached us. That acknowledgement is not acceptance of your Order.

3.3 A Contract is formed only when we dispatch the Goods to you, or, for Click & Collect, when we confirm the Goods are ready for collection. For Shop Purchases, the Contract is formed at the till.

3.4 We may be unable to accept an Order if payment is not authorised, if we identify an error in the price or description of the Goods, if the Goods are unavailable, or if you do not meet a legal requirement for buying them. If we cannot accept your Order we will tell you and refund any payment taken.

3.5 If Goods you have ordered turn out to be unavailable, we will contact you promptly and you may choose to wait or to cancel that part of your Order for a full refund.

Prices

3.6 Prices include VAT at the prevailing rate and exclude delivery, which is shown before you complete your Order.

3.7 Discounts are calculated against our full published price for the item, meaning the price at which we most recently offered it for sale.

3.8 We check prices carefully but errors occasionally occur. If we find that Goods you have ordered were priced incorrectly, we will contact you and you may either pay the correct price or cancel for a full refund. We are not obliged to supply Goods at an incorrect price. If we cannot reach you, we will treat the Order as cancelled.

3.9 Prices and promotions online and in our shops may differ, and each is under no obligation to match the other.

Delivery

3.10 We deliver to the UK. Our delivery services and charges are set out on our Delivery Info page.

3.11 We aim to deliver within the timescales shown when you order. Where a delay is outside our control we will keep you informed. If we have not delivered within 30 days of the Contract being formed, and we have not agreed a longer period with you, you may treat the Contract as at an end and receive a full refund.

3.12 Please check your delivery on arrival. Tell the courier about any visible damage, and tell us about anything damaged or missing as soon as you reasonably can, ideally within 30 days of dispatch. Reporting promptly helps us investigate with the courier; a long delay may make that impossible. This does not affect your legal rights.

3.13 Responsibility for the Goods passes to you when they are delivered to the address you gave us, or when you collect them. If you ask us or the courier to leave a parcel without a signature, responsibility passes to you at that point.

3.14 Click & Collect. We hold collection orders for four weeks. After that we will cancel the Order and refund you, though we may make a reasonable deduction where the Goods have lost value in the meantime, for example seasonal stock or items with a use-by date. Click & Collect orders are Online Purchases for the purposes of section 5 — see clause 5.20.

Age-restricted goods

3.15 Knives and axes may only be sold to people aged 18 or over. We use online age verification before dispatch where possible, and you will be asked to show photographic identification — a driving licence, passport or PASS card — when the parcel is delivered, so someone must be present to receive it. These Orders cannot be delivered to a locker. We sell these tools for legitimate outdoor use and take care to promote them responsibly.

3.16 We do not accept Orders for knives or axes from outside the UK.

3.17 If a delivery requiring age verification fails because valid identification was not produced, we will deduct from your refund the return and redelivery charges our courier passes on to us. We will tell you the amount. We do not add an administration fee. This does not apply where you are cancelling under clause 5.4.

4. Payment

4.1 We take payment when the Goods are dispatched, or at the till for Shop Purchases. We may hold dispatch until payment is authorised.

4.2 We accept the payment methods shown at checkout. Please enter the cardholder's name, address and telephone number exactly as they appear on the card statement.

4.3 We may carry out identity, fraud and payment checks with third parties. We handle personal information in accordance with the Data Protection Act 2018 and the UK GDPR, as described in our Privacy Policy.

4.4 We use encrypted connections for payments and do not store full card details.

4.5 Goods remain our property until we have received payment in full.

4.6 Attempted payment fraud will be reported to the police.

5. Returns and refunds

This section is in three parts. Part A sets out the rights the law gives you, which we cannot reduce. Part B sets out our own returns promise, which goes beyond the law and carries additional conditions. Part C explains how returns work in practice. For a step-by-step guide, see our Returns page.

Part A — Your legal rights

5.1 Two things run side by side. You have legal rights we cannot restrict, and you have our returns promise, which gives you longer than the law requires. Where the two differ, whichever is better for you applies.

5.2 Faulty, damaged or misdescribed Goods. Your rights under the Consumer Rights Act 2015 are separate from everything else in this section and are not limited to 28 days. If Goods are of unsatisfactory quality, unfit for their purpose, or not as we described them:

• Within 28 days of receiving them, you may reject them and receive a full refund, including the cost of returning them to us.
• Between 28 days and six months, you are entitled to a repair or a replacement. If neither succeeds, or cannot be provided within a reasonable time and without significant inconvenience to you, you may claim a refund or a reduction in price.
• After six months, the same rights apply, though we may ask you to demonstrate that the fault was present when you received the Goods.

Faulty Goods may be brought to either of our shops, or returned by post, whatever route you originally bought them by. Your contract is with Crib Goch Outdoor World Ltd rather than with an individual shop, so the restriction in clause 5.14 does not apply where Goods are faulty.

We may need a reasonable opportunity to inspect Goods before reaching a decision, and for technical faults we may send them to the manufacturer or an independent testing house. That process typically takes up to four weeks. We will tell you what is happening and how long we expect it to take. Once we have agreed that Goods are faulty, we will pay any refund due without undue delay and within 14 days at the latest.

Please return items for inspection clean and dry. We cannot handle soiled equipment, and we will contact you if something arrives in a condition we cannot assess.

5.3 Manufacturers' guarantees. Most Goods we sell carry a manufacturer's guarantee of at least 12 months, provided they are used as the manufacturer intends. A guarantee is in addition to your legal rights, not a replacement for them, and your rights do not end when it does. Manufacturers' guarantees generally exclude fair wear and tear, and typically do not cover zips.

5.4 Cancelling an Online Purchase. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an Online Purchase without giving a reason. This right:

• starts when you place your Order and ends 14 calendar days after the day you receive the Goods, or collect them from one of our shops;
• where an Order arrives in several parcels, ends 14 days after the day the last item reaches you;
• gives you a further 14 days from telling us you wish to cancel in which to send the Goods back.

To cancel, email [email protected], call us, or send us any other clear statement that you wish to cancel. You do not have to use our form.

We will refund the price you paid together with the basic cost of the original delivery — see clause 5.10. Unless the Goods are faulty or we sent the wrong item, you pay the cost of returning them to us.

This right does not apply to Shop Purchases. It does apply to Click & Collect.

5.5 Goods that cannot be cancelled under clause 5.4. The right to cancel does not apply to:

• personalised, made-to-order and special order items;
• goods sealed for reasons of health protection or hygiene where the seal has been broken after delivery — this covers underwear, base-layer briefs and boxers, socks and face coverings;
• perishable goods, including food;
• sealed audio, video or software once the seal has been broken.

Where the right to cancel does not apply, we say so on the product page. Some other Goods can be returned but need particular care — see clause 5.13.

5.6 Personal protective equipment. Ice axes, crampons and other items we supply as personal protective equipment can be returned in the ordinary way. You may open the packaging and examine them, and try crampons for fit against your boots indoors, exactly as you would in one of our shops.

What we cannot do is resell equipment that has been used. Ice axes and crampons are personal protective equipment under Regulation (EU) 2016/425 as it applies in the UK. As a distributor we are required to ensure that, while equipment is in our hands, the conditions in which it is stored and handled do not put its conformity with the essential health and safety requirements at risk. We cannot give that assurance for an item that has left our control and been used on the hill.

What you get back therefore depends on the condition in which the equipment reaches us:

Where equipment reaches us in the last of those conditions it has no resale value to us. We cannot lawfully return it to stock, and it will be quarantined and destroyed rather than sold on. Where you are cancelling under clause 5.4, we will deduct the full price from your refund and confirm the deduction and the reason to you in writing. Where you are returning under our promise in clause 5.7, we will decline the return and, if you would like the equipment back, send it to you at your cost.

Please try crampons on indoors, on a clean floor, over the boots you intend to use them with. That tells you what you need to know about fit and keeps the return open to you.

Part B — Our returns promise

5.7 Our returns promise. In addition to your legal rights, we will accept the return of unwanted Goods:

• Online Purchases — within 28 days of the day you receive or collect them;
• Shop Purchases — within 14 days of the date of purchase.

For Online Purchases you need not contact us first. We will treat the arrival of the Goods, with your returns form, as notice that you are cancelling.

5.8 Condition — what we ask. 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;
• protected by an outer bag or box, with no tape, labels, address or writing applied to the product packaging itself.

5.9 What happens if Goods do not meet those conditions. That depends on when and how you bought them.

Online Purchases, days 1 to 14. During the cancellation period in clause 5.4 you are entitled to handle Goods as you reasonably would in one of our shops, in order to establish their nature, characteristics and how they work. You may unpack them, examine them and try clothing on. Where you have gone further than that and the Goods have lost value as a result, we may deduct an amount from your refund reflecting that loss — 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 decline the return during this period, and we do not charge restocking fees.

Online Purchases, days 15 to 28, and all Shop Purchases. These periods are our own promise rather than something the law requires, so the conditions in clause 5.8 apply in full. We may decline a return, or make a deduction reflecting the reduction in value. Where we decline a return, you are responsible for the cost of returning the Goods to you.

Clause 5.6 sets out how these principles apply to ice axes, crampons and other personal protective equipment.

5.10 Delivery charges. Where you cancel a whole Order under clause 5.4 we refund the basic cost of the original delivery. Enhanced services such as next-day delivery are refunded only up to the cost of our standard service. Where you return part of an Order, or return anything after day 14, delivery charges are not refunded. For Orders shipped outside the UK, refunds cover the Goods only.

5.11 When you get your money. Where you cancel under clause 5.4, we refund within 14 days of receiving the Goods back, or of you sending us evidence that you have returned them — whichever happens first. By evidence we mean a proof of postage or tracking receipt showing that a parcel was dispatched to our returns address within the return period, together with your order number. For returns made under our 28-day promise, we refund within 14 days of the Goods reaching us. We aim to confirm receipt within two working days.

We check and record the contents of every return on arrival. Where a parcel does not contain the Goods you told us you were returning, we will contact you, and any refund already made will be recoverable from you.

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.

5.12 Late returns. Goods arriving after the periods in clause 5.7 fall outside our promise, and we may decline them and return them to you at your cost. This does not affect your rights under clause 5.2 where Goods are faulty.

5.13 Particular categories. Some Goods need extra care if you may want to return them:

• Tents, awnings and shelters — once pitched outdoors, a tent is no longer in new and unused condition and cannot be returned under clause 5.7. Please check dimensions and floor plans carefully, or come and see one in a shop. Pitching indoors on a clean floor to check the fit is fine.
• Footwear — please return boots and shoes inside an outer box or bag. Shoe boxes marked with tape, postage labels or writing cannot be accepted and will be sent back to you.
• Electronics — GPS units, watches and similar devices can be returned before they are registered or activated. Once registered or activated we cannot restore them to stock, and any refund will be reduced to reflect that.
• Gas canisters and fuels — these cannot be returned by post, as the carriage of dangerous goods is restricted. Unopened canisters may be brought back to the Shop of Purchase.
• Down and technical fabrics — please try items on indoors, over clean clothing.

Part C — How returns work

5.14 Where you can return things.

Shop Purchases must be brought back to the shop where you bought them, and cannot be returned by post or through our online returns process. Our two shops hold their own stock and take their own payments, and returns are handled at the till where the sale was made. Please bring your receipt, or your Customer Rewards details so that we can find the transaction, together with the card you paid with.

This restriction applies only where you have changed your mind. Faulty Goods may be brought to either shop or returned by post — see clause 5.2.

5.15 Return postage. We do not offer free returns for unwanted Goods. You may use our Royal Mail returns label, in which case £4 is deducted from your refund, or arrange your own service at your own cost. Until the Goods reach us they remain your responsibility, so please package them properly and consider a tracked or insured service. We cannot accept responsibility for returns lost or damaged on the way to us. Keep your proof of postage.

Where Goods are faulty, we provide a pre-paid returns label at our cost. Please contact us before sending anything back, as we cannot reimburse postage you have arranged yourself unless we agreed it first.

Knives and axes must be returned using Royal Mail's Click & Drop service with age verification selected. Sending bladed items by any other method is an offence, and Royal Mail will not accept them over the counter.

5.16 Returns from outside the UK. Mark the parcel and customs paperwork clearly as "Returned Goods". If customs charges arise on entry to the UK we cannot pay them and the parcel will go back to you, usually without any refund of your postage. You pay the cost of returning Goods to us.

5.17 Sale Items.

• Bought online, Sale Items are covered by our full 28-day promise on the same terms as anything else, and by your right to cancel under clause 5.4.
• Bought in one of our shops, Sale Items may be returned to the Shop of Purchase within 14 days for a credit note, rather than a refund. A credit note may be spent immediately, so if you have simply chosen the wrong size you can swap it there and then. Credit notes are valid for 12 months and can be used in either shop or online. This is stated on the ticket at the point of sale and on your receipt.

This restriction does not apply to Goods that are faulty, not as described or unfit for purpose, which are dealt with under clause 5.2 in the ordinary way.

5.18 What counts as a Sale Item. Goods are a Sale Item where, at the time of purchase, they were ticketed, displayed or listed as Sale, Clearance or Outlet.

If the ticket does not say so, it is not a Sale Item. In particular, none of the following makes Goods a Sale Item: a promotional discount code applied at checkout; a Customer Rewards redemption; a staff, club, group or partner discount; a price match under clause 3.9; or a multibuy or Star Buy promotion.

Sale Items are marked as such on the product page online and on the ticket in our shops, and your receipt records that the item was bought from the sale.

5.19 Promotions, Star Buys and multibuys. Where Goods were discounted because they were bought alongside something else:

• Return the qualifying item and the promotional item must come back too. If it does not, we will deduct the value of the discount from your refund.
• Return only the promotional item and we refund the discounted price you actually paid for it.
• Return everything and we refund the total you paid.

Refunds always reflect the price you actually paid rather than the full published price of the individual items.

5.20 Click & Collect. An Order placed on this website or by telephone and collected from one of our shops is a distance contract. It carries the full right to cancel in clause 5.4, running from the day you collect it, and our 28-day promise applies on the Online Purchase terms — including for safety-critical equipment under clause 5.6. It is not a Shop Purchase, so it may be returned to either shop or by post.

5.21 Exchanges. We do not operate an exchange service.

If you would like a different size, colour or product, place a new Order for what you want and return the original to us for a refund. Your replacement then ships straight away, rather than waiting for your return to reach us, be inspected and be processed. In practice this is several days quicker, and it means you secure the item before it sells out. We appreciate it sounds like the long way round; it is not.

Refunds on the returned Goods are subject to the ordinary conditions in this section — the Goods must reach us within the period in clause 5.7, in the condition described in clause 5.8, and must not be excluded under clauses 5.5, 5.6 or 5.13.

If you send Goods back to us asking for an exchange, we will refund them under clause 5.11 and let you know.

In our shops we can process a refund and a new purchase in the same transaction, subject to the same conditions and to clause 5.14.

5.22 Gifts. Ask for a gift receipt when you buy. The person receiving the gift may return it within the periods above for a credit note, which may be spent immediately or kept for up to 12 months. Refunds can only be made to the original payment method, and therefore only to the person who bought the Goods. Where a gift is faulty, clause 5.2 applies and we will deal with whoever brings it to us.

5.23 Nothing in this section affects your statutory rights.

6. Our responsibility to you

6.1 We do not exclude liability where the law does not allow us to. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by the Consumer Rights Act 2015 as to title, description, quality or fitness, or for anything else that cannot lawfully be excluded.

6.2 We are responsible for loss we could reasonably foresee. If we fail to meet our obligations under a Contract, we are responsible for loss or damage you suffer that is a foreseeable consequence of that failure. Loss is foreseeable if it was obvious at the time the Contract was formed, or if both of us knew it might happen.

6.3 We are not responsible for business losses. Where you buy from us as a consumer, we are not liable for loss of profit, loss of business, business interruption or loss of business opportunity. If you are buying in the course of a business — for example as an instructor, guide or outdoor centre — please contact us before ordering, as different terms apply.

6.4 Using Goods safely is your responsibility. Hillwalking, winter walking and related activities carry inherent risk. Except where we have been negligent, we are not responsible for loss or injury arising from use of Goods otherwise than in accordance with the manufacturer's instructions, or from activities undertaken beyond your competence.

Nothing in this clause limits our liability under Part I of the Consumer Protection Act 1987 for damage caused by a defective product.

6.5 Third-party websites. Where we link to other sites we do not control their content and do not endorse it. Visiting them is at your own risk.

6.6 We take reasonable precautions to keep your Order and payment details secure. Except where we have been negligent, we are not liable for losses arising from unauthorised access to information you have provided.

6.7 Export. Where you buy Goods for delivery or use outside the UK, complying with local import rules and restrictions is your responsibility.

6.8 Your rights as a consumer sit alongside these terms. Citizens Advice can explain them: 0808 223 1133, or citizensadvice.org.uk.

7. Intellectual property

7.1 The content of this website — text, images, product photography, video, graphics, logos and layout — belongs to us or to our licensors, and is protected by copyright, trade mark and design law.

7.2 "Crib Goch Outdoor" and our logo are our trade marks. Other brands shown on this website belong to their respective owners.

7.3 You may view and print extracts for your own personal, non-commercial use, provided you do not alter them and you keep any copyright notices intact.

7.4 You may not copy, republish, adapt, distribute, frame, mirror or commercially exploit any part of this website, use our branding in domain names, advertising keywords or metatags, or extract data from the site using automated tools, without our written permission.

7.5 Reviews and photographs you send us. If you submit a review, photograph or comment, you grant us a worldwide, royalty-free, non-exclusive licence to use it in connection with our business, including in marketing. You confirm that the material is yours to share and does not infringe anyone else's rights.

7.6 If you believe content on this website infringes your rights, please contact us and we will investigate.

8. Discount codes, vouchers and gift vouchers

8.1 Promotional codes are issued at our discretion, are valid for a limited period or while stocks last, and are valid online only unless we say otherwise.

8.2 One promotional code may be used per transaction, and codes may not be combined with other offers unless stated.

8.3 Codes have no cash value and cannot be transferred.

8.4 Codes cannot be used to buy gift vouchers at a discount. A gift voucher is issued at the price paid for it.

8.5 We may decline a code where it appears to have been misused or does not apply to the Order.

8.6 Gift vouchers may be bought for any value between £5 and £1,000, are valid for 365 days from purchase, and cannot be replaced if lost or stolen. Treat them as cash. In our shops the balance can be spent across several visits; online the full value is applied to a single Order. One gift voucher may be used per transaction. Vouchers presented after expiry cannot be accepted, and we may decline a voucher that appears to have been altered or duplicated. Gift vouchers are not refundable except where the law requires.

9. Customer Rewards

9.1 Customer Rewards is a goodwill scheme, run at our discretion, which we may change or withdraw at any time on reasonable notice.

9.2 Points are earned on qualifying purchases in our shops and online. The value of points available on an item is shown on its product page and in your basket. We may vary the rate at which points are earned, and choose which Goods earn them.

9.3 Points may be redeemed in either shop and online. They cannot be exchanged for cash, and cannot be used against delivery or other service charges.

9.4 Points expire after 24 months without any activity on the account.

9.5 One account per person. If two accounts appear to belong to the same person we may close one, and will contact you first.

9.6 Returns and points. Where Goods are refunded, points earned on them are removed from your account. Where points were redeemed against a purchase that is later refunded, those points are not returned to your account.

10. Privacy

10.1 We handle personal information as set out in our Privacy Policy, which forms part of these terms.

11. Recycling old electrical items (WEEE)

11.1 Electrical waste is regulated by the Waste Electrical and Electronic Equipment Regulations, which require retailers to help customers dispose of old equipment responsibly.

11.2 When you buy a new electrical item from us, we will take back your old equivalent item for recycling free of charge, on a like-for-like basis. Please bring it to a shop within 28 days of your purchase, or contact us to arrange it.

11.3 Electrical items marked with a crossed-out wheeled bin should not go in household waste.

12. Governing law

12.1 These terms and any Contract between us are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own courts.

12.2 Contracts are concluded in English. We are happy to correspond in Welsh, and we will reply in Welsh where you write to us in Welsh. Where we publish information in both English and Welsh and the two differ in meaning, the English version governs the contract between us.

13. Complaints

13.1 If something has gone wrong, please tell us. Email [email protected], call 01286 870 777, or write to Crib Goch Outdoor, 58 High Street, Llanberis, Gwynedd, LL55 4EU.

13.2 We aim to acknowledge complaints within two working days and to resolve them within 14 days. Where we need longer — for example while a manufacturer assesses a product — we will tell you why and keep you updated.

13.3 If we have not been able to resolve your complaint, you can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk, which can refer your case to Trading Standards. You may also be able to use an accredited alternative dispute resolution provider; a list of accredited providers is published by the Chartered Trading Standards Institute at tradingstandards.uk. Using alternative dispute resolution does not affect your right to take a claim to court.

Last updated: September 2026.