Returns Policy

We want you to be entirely satisfied with every purchase made from us, therefore we aim to offer you excellent quality, value and service at all times.

Fast Track Exchanges

We do not offer a traditional exchange service; instead we ask you to return unwanted items for a refund and to re-order online in the usual way. We appreciate the urgency of most orders and this is the quickest way to ensure you receive your replacement items in time for your ski or snowboard trip. Everything on our website is in stock BUT items sell quickly and stock is constantly changing so waiting for an item to be returned before a replacement is sent could lead to complications, delay and disappointment.

Returns

If you are not 100% satisfied with any item for any reason (excluding warranty claims for damaged or faulty goods) please read our returns policy below and complete our Returns Form.  You will then be given a returns confirmation number and the correct returns address for your items. There is no need to telephone us.

To return an item, please adhere to the following policy.

Returning your item:

• Returned items should be packaged well with a copy of the original purchase receipt (sent to you by e-mail), your returns confirmation number and a brief note explaining the reason for the return. If you cannot print off your original purchase order, please include a clear note with the full name of the person who placed the order, the order reference number commencing B..., your returns confirmation number and a list of the items you are returning (to include make, model, size and colour).
• When returning items to us, we recommend using a signed for and insured delivery service.
• All new return items must be returned unused, with all labels attached and in original condition. The outer packaging must be resealed to the original state with minimal damage.
• Returned items must be received within 14 days of purchase to qualify for a refund.
• Returned items must be received within 28 days of purchase to qualify for a credit note.
• Return items received after 28 days of purchase will not be refundable and will not be credited.
• At Christmas, returns received before 14th January will qualify for a refund, or before 21st January for a credit note, providing the purchase was made after 1st November. Returns received on or after 21st January will not qualify for a credit note or a refund.
• Goods returned to us from outside of the EU must be accompanied by all of the relevant customs declarations and documents which must clearly state that the parcel is a ‘Customer Return’. We strongly recommend that this is also clearly written on the outside of the parcel. Failure to comply could result in your parcel not being delivered or in customs charges being re-charged to your card.
• If we send you wrong or faulty items, goods you never ordered, or substitute goods you prefer not to accept, we will refund or issue a credit note for your return delivery charges providing:
  1) You obtain our consent by email using the contact us form on our website.
  2) You use the return delivery method that we stipulate.
  We will issue refunds up to the value of the original transaction. For refunds in excess of the original transaction value credit notes will be issued. You shall pay return delivery charges in all other instances.

Processing your return:

• We process returned items once a week, so depending how long it takes your parcel to arrive with us, there could be a delay of up to 2 weeks before you see any money refunded back to your account. This time scale is, in part, due to the fact that it takes most banks 3 working days to process refunds back onto credit and debit cards.
• We will e-mail you when we have processed your returned items and will advise you of any refunds which have been made or credit notes that have been issued. There is no need to telephone or to e-mail us.
• All refunds will be credited to the same card used to make the original purchase. It this card has expired, been lost or stolen we will offer a credit note.
• We will not refund any original delivery charges (from when we first despatched the goods to you) unless you cancel your order within 7 days of purchase.
• We are unable to provide refunds for items you despatch but which are not received by us or for items which are returned without any means for us to identify who sent the items. If a returned item is lost in transit, you will need to make a claim against the carrier.
• We do not make any charges for returning items to us, unless the item was purchased on eBay, when a fee will be charged to cover our eBay costs and handling: £5 for items under £100. £10 for items over £100.

Specific Exclusions:

• The return of items which qualified the purchaser to a discount (such as buy a snowboard, boots and bindings to save an additional 10%) shall result in the forfeit of the discount unless replacement items are re-ordered prior to the return being made.
• Snowboard bags which have been used to despatch your snowboard, cannot be returned, credited or refunded as they will have become used items.
• DVDs and videos cannot be returned or refunded if their seal is broken.
• Skis which have had bindings drill mounted onto them, either by us or by the customer, cannot be returned or refunded. This does not affect skis which have bindings mounted onto binding plates.
• Personal Protection Equipment Returns Policy (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 and still in packaging within 7 days of receipt with a completed returns form. Items returned without a completed form cannot be refunded or exchanged. Please ensure that all PPE items returned to us have not had their tags removed and are in their original packaging, if we are not happy with their condition then we will not refund them. 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.

This guarantee does not affect your statutory rights or any claim you may legitimately have under the terms of the manufacturer's warranty or the Sale of Goods Act.

Warranty

For warranty claims, please see our warranty claims page HERE