Returns & Refunds
Our returns policy
Generally, we'll be happy to exchange or refund anything you've bought for up to one month from the date you receive it, so long as it’s in perfect, unused condition. If you'd like to return or exchange an item you bought more than one month ago, then you may be able to, but please email us about it first – a small restocking charge may also apply.
Returning or exchanging an item does not affect your statutory rights. You’ll find the official cancellation policy within full our Terms & Conditions.
Extended Returns for Christmas
All orders made between 1 November 2018 and 24 December 2018 are eligible for our extended return period. So, if you’re buying someone a gift and it’s not quite right, you’ve got until 24 March 2019 to return it*.
*All other return terms & conditions still apply.
Want to return something?
On the back of the delivery note that's included with your order you'll find your returns form. This outlines everything you need to know about the returns process, the information we’ll need from you and where you need to send it back to. If you can't find this form, just download it here, or get in touch on email@example.com and we'll email it over to you.
Who covers the cost of returning an item?
You’re responsible for the cost of returning items to us, but if you choose an exchange, we’ll be happy to cover the cost of shipping things back to you.
Items that you can't return...
- Anything that’s missing its tags or isn’t in a perfect, new and unused condition, including all its packaging
- Skis and ski bindings which have been mounted, because these will have been done to your specific requirements and can’t be resold
Something not working?
If you think your item’s faulty, please get in touch by emailing firstname.lastname@example.org and we’ll do everything we can to help. Make sure you email or get in touch with us before you send the item though.
If your item is still covered by the manufacturer’s warranty, we can facilitate your claim. The manufacturer may need to inspect it first, but once we confirm that it’s faulty, it will be repaired, replaced or refunded.
If it’s found not to be faulty, we wouldn’t be able to cover the cost of sending your item back to you, which is why it’s really important that you get in touch with us first. Don’t worry though, it’s pretty rare that this ever happens, and we’ll always do everything we can to help.
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