Returns policy

We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions below, and we'll exchange or refund it. Please see below for products excluded from this policy.

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to return the product(s) for a full refund if you request one in writing within 14 working days of receipt. Normally we'll refund the original debit, credit or charge card used to purchase.

Returns instructions

  • Please log in to your account and select orders and returns from the list.
  • Click on the order you wish to return and select in the drop down boxes either refund or exchange and for which alternative size or colour.
  • If you wish to return for an exchange for a different item please return for a refund and place a new order for the new item (please contact us for a free returns link).
  • If you have not created an account please do so, alternatively if you prefer not to create an account please contact us by phone or email and we will send returns details to you.
  • Please ensure the packaging and goods are returned to us in 'as new' condition. Damaged or used goods cannot be refunded.
  • We recommend returning to us using a tracked or signed postal service. You will be credited for the goods once they have been received by us.
  • Should you choose to exchange your item, you will not be charged again for shipping costs.
  • If you have asked for an exchange of size or colour, or an alternative item, your replacement item will be charged at the current website rate.
  • Goods described as available 'by special order only' may not be returnable or may be subject to a restocking fee.

Condition of Returns

It's important that returned items and their packaging are in the best possible condition, so please take reasonable care of them.

Products We're Unable to Cancel, Refund or Exchange

Unless faulty or not as described, we cannot cancel orders, refund or offer an exchange on: Special orders, personalised or made-to-measure products, perishable goods, flares or other hazardous goods, CDs, DVDs, tapes or other recording media, software or video.

There are also some goods you can't return if you simply change your mind, including: climbing safety equipment, safety headwear, including climbing, cycling and ski helmets, swimwear and underwear, where hygiene protection has been removed, consumables, such as food or other perishables, and batteries.

Products We're Unable to Cancel, Refund or Exchange

Gift cards and vouchers cannot be returned or exchanged for cash.

We're unable to accept cancellations for these products once ordered.

This does not affect your statutory rights.

Buying Large or Long Goods or Hazardous Products

Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) as well as the proposed location before you order large items to enable us to deliver your order successfully.