Products can be returned for a refund within 30 days of the original purchase date. For our Explore More member this period is extended to 100 days, see Explore More specific policy. Exclusions apply.
The easiest way to return products is by visiting one of our stores where returned products can be exchanged or refunded.
For returns sent by post, please see ‘How to return by post’. We are unable to offer an exchange for items returned by post. To change an item, please return the unwanted item and place a new order online.
For purchases made against your customer account, please login online and complete a return request. You can choose to return an item to store or choose one of our low-cost services from our preferred postal partners. See ‘How to return’ for further details.
All products returned, must be in a new and unused condition with all original labels in place and in their original packaging, unless faulty.
Please note that for the safety of all our customers, we are unable to accept returns or exchanges on any new and unused climbing equipment or helmets bought or collected in-store once they have left our premises unless faulty.
PPE Climbing equipment and all helmets purchased online or by phone and delivered to your address can only be returned within 14 days of receipt.
For other exclusions, please read our Items that cannot be Returned article.
This does not affect your statutory rights.