Faulty goods

All products sold are covered by a manufacturer guarantee. These are up to twelve months from the date of purchase unless otherwise stated from the date of the original sales invoice.

In addition to the manufacturer's 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 purchased from 23rd July 2019.

This warranty covers items against failure to provide reasonable wear due to a manufacturing fault or defective materials.

If your item does develop a fault, we will arrange for it to be repaired, replaced or a credit applied to your account at our discretion. If the item is to be replaced, and an exact replacement is not available, we will offer you an alternative or will credit your account with the value of the original purchase price.

The warranty excludes faults caused by accident, neglect, including improper care, treatment or exposure to conditions deemed beyond normal conditions, misuse or where the product is deemed to have come to the end of its life through reasonable wear and tear. Any liability is limited to the item only and excludes any consequential loss.

The warranty excludes software and all consumables and products with limited use by / best before date as identified on the product. Your statutory rights are not affected.

Previous purchases made up to the 22nd July 2019 under the previous two-year guarantee period will continue to be dealt with under the original guarantee.

What’s not included:

  • Consumables such as;
    • Energy bars, gels, and hydration tablets or liquids
    • Batteries, gas, etc.
    • Footwear laces, tent guy-lines, tent poles, all static cord and ropes.
    • Bike gear & brake cables, brake pads, chains and bearings
  • Cosmetic damage, discolouration where the function/performance of the product is unaffected
  • Accidental damage, e.g. where a product is caught on a sharp object or dropped.
  • Neglect or deliberate damage
  • The product is used for commercial or business use
  • Where the use, servicing, cleaning or maintenance does not follow the manufacturer’s instructions.

How to make a warranty claim

To set up your warranty claim, you can drop your purchase off to any Cotswold Outdoor, Runners Need or Snow+Rock store. To return your product via the post, please contact our Customer Service team via enquiries@cotswoldoutdoor.com with the following:

  • Purchase details or order number
  • Photo of the complete product being returned (including soles if footwear)
  • Clear photo of the product label
  • Detailed written description of the issue (where applicable)
  • Details of any aftercare taken with the product
  • Serial number (where applicable)

Upon receipt of this information, our Aftersales team will help you get your purchase back to us. 

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.

Faulty goods guarantee

There is an advised 14 working days time frame for the returns team to get in touch to say they've received the return. From there, they will get in touch with you about the assessment and the following steps.

All products offered are guaranteed for a period of 12-months, 36-months if you are an Explore More member 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.

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