Returns and Guarantees

If There Is A Problem With The Product

How to tell us about problems. If you have any questions or complaints about the product, please contact us. All of our contact details can be found on our Contact Us page.

Your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights. For more information about your legal rights please visit the Citizens Advice Bureau website or call 03454 04 05 06.

Your obligation to return rejected products. If you wish to exercise your legal rights to reject products, you should not attempt to repair the products and you must return them to us in accordance with the returns procedure. Please note that our returns address is:

You can also return your items to us at head office via post at the following address:

FAO Returns

Outdoor & Cycle Concepts Ltd




SN16 9WQ


If your courier of choice cannot use a PO box, please use the below address:


FAO Returns

Outdoor & Cycle Concepts Ltd

Unit 11

Kemble Business Park



SN16 9SH


If, after we’ve had the opportunity to inspect the product, we agree that it is faulty, we will refund you the costs of the postage.

Please note: If you have bought through one of our international sites (, (except for Northern Ireland),, you will be returning products back to the UK as we do not currently have any stores or facilities in your country/area/locality.

Manufacturer Guarantees

All of the products we sell to you come with a 12-month guarantee.  Sometimes we offer this guarantee and sometimes it is the manufacturer of the product.   If you have any concerns as to the quality of a product bought from us or wish to make a claim under a warranty or guarantee, please do contact us in the first instance or return the item to your nearest store and we will do our best to assist you.

If you are a consumer, a manufacturer's guarantee is in addition to, and does not affect, your legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau’s website or call 03454 04 05 06, or Trading Standards office.

In addition to the manufacturers guarantee, for purchases recorded against your Explore More membership, we provide a further warranty to three years from the date of the original purchase on new products. Terms and conditions on Explore More can be found here.

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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