Fast Track Exchanges
Because our stock is constantly changing, we do not offer a traditional exchange service. Instead, please order replacements online in the usual way. When we receive your returned goods we'll issue a refund.
Low Cost Returns
We offer a choice of subsidised returns services using:
Royal Mail £3
Collect Plus £5
We'll provide information on how to use these services once you have completed our Returns Form. For an additional 60 pence, Royal Mail will collect your parcel from home or work when they deliver your normal post.
Please use an alternative carrier of your own choice if returning goods:
• Which are "oversized", such as skis or snowboards
• Purchased from our Water Sports Department
• From a country outside the UK
We are working on finding low cost returns solutions for these situations but, sorry, none are currently available.
Return in Person
Please complete our Returns Form and we’ll send instructions on how to return your goods in person to our main warehouse in Watford.
Terms & Conditions
Brand New Condition
All returned goods and their packaging must be in brand new pristine condition, suitable for re-sale to another customer. Labels must be attached to the product. Damaged packaging will only be accepted if the damage was the minimum amount necessary to open the package and inspect the goods or if the damage was caused in transit. If returned products are not in brand new condition we reserve the right, at our discretion, not to issue a refund, to issue a reduced refund or to issue a credit note.
Lost in Transit
If a returned item is lost in transit, you will need to make a claim against your chosen carrier. It is your responsibility to ensure we receive your returned goods. We recommend using a tracked and insured service.
Wrong or Faulty Goods
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 to cover your return delivery charges providing you obtain our consent by email and use the return delivery method that we stipulate. Customers shall pay return delivery charges in all other instances.
We will refund original delivery charges (from when we first despatched the goods to you) providing you cancel your order within 7 days of purchase and providing the parcel was sent using the cheapest available option.
For sunglasses, goggles and goggle lenses, returns will only be accepted if the original plastic film or protective plastic bag protecting the lens has not been removed. If you would like to inspect a lens, please do so by peeling back only a small corner of the film before replacing it.
Climbing ropes must be returned coiled and sealed in their original wrapping/packaging. Opened climbing ropes cannot be returned and will not be refunded for safety reasons.
Tents & Groundsheets
We cannot accept returns on tents & groundsheets that have been pitched outside. If you wish to examine the tent or groundsheet before use, please pitch it indoors.
The return of items (such as a pair of snowboard boots) which qualified the purchaser to a package deal 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, ski and wakeboard bags which have been used to despatch your snowboard, skis or wakeboard, cannot be returned, credited or refunded as they will have become used items.
If we customise a product to your specific requirements, such as the drill mounting of bindings onto skis, you will not be able to cancel your order or return the goods after work has begun.
Underwear cannot be returned for hygiene reasons.
Protective Face Masks cannot be returned for hygiene reasons.