How to return an item if you have a problem

Please note: Our Christmas returns period covers any purchases made from November 1 2018, until December 24 2018. Any orders placed in this timeframe may be returned until January 31 2019.

Current aftersales processing time: 7 working days

The usual warranty period of one year still applies, or a two-year warranty when purchased against an Explore More card.

Please ensure all tags are retained, as they must be returned with the product upon its return to us. The product must also be in a new, unused condition and a proof of purchase will be required. If you are returning an electronic item for a faulty assessment, please make sure you return the complete product - this includes the original chargers and cables the product came with.

FOUND A SECURITY TAG?

Unfortunately, as we resource some of our stock from our stores directly, occasionally one slips through the cracks with a security tag still attached. If you receive a product with a tag attached, simply take the item into your local store with your invoice that came in the box. If you do not live near a store, you will need to send the item back to us through the post so we can remove it and return it to you. Please note: You will have to pay the initial cost of this postage but if you contact Customer Services and let us know the costs, we will reimburse you. If you try to remove the tag yourself and cause any damage to the item, this will void your warranty.

NO RETURNS FORM OR RECEIPT?
Misplaced the returns form or receipt that came with your initial order? Not to worry, these things happen. To return a product for refund or exchange, please print and complete the attached form at the bottom of this article and return with the product to:

  • Outdoor & Cycle Concepts
  • PO Box 75
  • Malmesbury
  • SN16 9WQ

We recommend you send it by recorded delivery as we are not liable for items lost in the post.

Note: Due to health and safety regulations we are unable to accept goods which are not returned in a clean and dry condition.

HOW CAN I RETURN AN ITEM? 

BY POST

If you have decided not to keep an item, bought in-store or online, and wish to return or exchange it by post, please complete the details on your delivery note and send it back to us in a new and unused condition together with the product’s original packaging and labelling within 30 days.  

If you wish to return a pair of shoes or boots bought in-store or online, please place the box in a sealed plastic postal bag.

We regret to inform you that we cannot be held responsible for returned goods that become lost in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this.

If you simply do not like your purchase, you will need to return the item at your own expense. If the item you have received is wrong or faulty, postage will be reimbursed.

COLLECT+

You can now return items easily with Collect+ from over 6,500 locations. Just follow these three easy steps:  

  1. Complete the returns details on your delivery note and place inside the parcel
  2. Visit here to download and print your collect+ label.
  3. Attach the label to the outside of your parcel, ensuring the original label is covered
  4. Drop your parcel off at any of the 6,500 points offering the Collect+ service. Keep your returns receipt so that you can track your parcel online

Please note that Collect+ can only accept parcels under 10kg in weight and within the dimensions 50 x 50 x 50cm. 

ROYAL MAIL

To return via Royal Mail follow these simple steps:  

  1. Please complete the returns label on your delivery note
  2. Tear off the completed returns form and place inside your parcel, ensuring that you place the barcode sticker on the outside of your parcel as indicated
  3. Take your parcel to any Post Office and return to...

Returns address:

Cotswold Outdoor Ltd

Customer Returns

PO BOX 75

Malmesbury

SN16 9WQ

IN STORE

If you wish to return your items to one of our stores nationwide, it needs to be in a new and unused condition and you will need a copy of your original receipt as a proof of purchase together with the product’s original packaging and labelling within 30 days of purchase, we will then process a refund for you. Both online and phone orders can also be returned in store, free of charge.

Find your local store

 

ITEMS THAT CANNOT BE RETURNED

Please note that for the safety of all our customers, we are unable to exchange or issue a refund for any new or unused climbing equipment and all helmets (including ski) bought in a store, once they have left our premises.

Please bear this in mind before you make your purchase. This does not affect your statutory rights.

Unfortunately, we are unable to accept returns for faulty items purchased from any other retailer. In this instance please contact the retailer that you purchased the item from.

FAULTY GOODS

If an item is faulty and you wish to return it, please complete the details on the reverse side of your delivery note, giving details of the fault and send it back to us within the warranty period of 1 year, 2 years for valid Explore More members. We will exchange the item or refund the full cost including any delivery charges incurred where appropriate once the goods have been assessed by the Aftersales Team. All goods must be in an unused condition together with a copy of your original receipt. 

We regret that we can only reimburse postage costs if the goods are faulty or if you are unhappy with substitute items that were supplied for an out of stock item.

We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transit. 

Returns address:

Cotswold Outdoor Ltd

Customer Returns

PO BOX 75

Malmesbury

SN16 9WQ

FAULTY GOODS GUARANTEE

All products offered are guaranteed for a period of twelve months unless otherwise stated from the date of the original invoice against failure to provide reasonable wear owing to defective workmanship or materials. The guarantee excludes fault caused by accident, neglect or misuse. If you find a fault with a new product, please complete the reverse side of the delivery note, explaining the area or part that has failed. Once returned, the goods will be assessed by our Aftersales Team.

Items should be returned in a clean and dry condition and be free from mud and dirt. We regret that we are unable to process items that do not meet with these criteria and we will return the items to you.

Please be aware that goods that are thought to be faulty may be returned to our suppliers, therefore any refund, repair or exchange may take up to 4 weeks.

Please note: If products purchased become faulty and are replaced or repaired under the manufacturer’s warranty directly, your Cotswold Outdoor warranty will become void as a result.

CONSUMER RIGHT TO CANCEL

If you wish to exercise your rights to cancel under the Consumer Contracts Regulations, you will need to inform us in writing, either in a letter, email or by filling in the form on the reverse side of the delivery note along with the new and unused product in its original packaging and labelling, within 14 days of the delivery. We will then refund the outward postage costs, but you will need to pay to get the goods back to us.

The Distance Selling Regulations allow climbing equipment and helmets bought online to be returned within 14 days. For the safety of our customers, we will need to destroy any climbing equipment and all helmets (including ski) that are returned to us for refund or exchange. If in doubt, please contact our Customer Services team before you make your purchase. This does not affect your statutory rights.

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