International returns

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.

Please allow 7 working days to receive an email stating that your items have been returned, our returns team are currently very busy processing a high number of returns.

How can I return an item?

We guarantee to refund any item you are not completely happy with when you return it to us in saleable condition within 30 days of receipt.

Plus, unless otherwise stated, all products are guaranteed against faults for a period of 12 months* from the date of purchase and, if the products were bought with an Explore More card, then this guarantee is extended to 24 months. 

All international orders must be returned by post. For more information please read the 'By Post' article in this section.

New items must be in their original packaging and have all tags attached. For faulty goods please contact our Customer Care team via

Please note that 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 not the correct item or is faulty, then please contact Customer Services in advance of sending it back so that we can ensure your postage costs are reimbursed when your parcel arrives in the UK.

Please ensure you ask for proof of postage as without this we are unable to investigate if we do not receive your parcel.

How is my money refunded?

Please allow 28 days from the day the parcel is posted for your refund to be processed. We will email you to let you know once your parcel has been received and when your refund is complete.

Refunds will be credited to your original method of payment. Refunds for goods ordered with a credit card can only be made to the card that was used at the time of purchase. Refunds for goods ordered using PayPal will be refunded to your PayPal account.

Please note that due to daily fluctuations in exchange rates, we can only process refunds in the currency in which the goods were originally purchased. This means that we are only able to accept returns in our UK stores for items that were purchased in £ sterling.

Faulty goods guarantee

Unless otherwise stated, all products offered are guaranteed against failure to provide reasonable wear owing to defective workmanship or materials, for a period of 12 months from the date of the original invoice. Plus, if the products were bought with an Explore More card, then this guarantee is extended to 24 months.

This guarantee excludes fault caused by accident, neglect or misuse. If you find a fault with any of our products, new or old, please contact us, in advance of sending your parcel.

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 faulty goods will be returned to our suppliers and therefore any refunds or may take up to 35 working days to process. 

Items that cannot be returned

Please note that for the safety of all our customers, we are unable to issue a refund for any new or unused climbing equipment and all helmets (including ski). Please bear this in mind before you make your purchase. This does not affect your statutory rights.

Consumer rights to cancel

If you wish to exercise your rights to cancel under the Distance Selling Regulations (DSR) you will need to inform us in writing, either a letter, email or the form on the reverse of the delivery note, within 7 working 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 7 working 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 a refund. If in doubt, please contact Customer Services before you make your purchase. This does not affect your statutory rights.

Please Note: International customers do not qualify for Explore More benefits. This includes but is not limited to our 3-year extended warranty, price match promise and 100 days returns.

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