In-Store

The easiest way for you to return goods is to visit any of our stores, taking your proof of purchase with you. All store returns are at the manager's discretion, please note the item must be in a new and unused condition.

By Post

If you have decided not to keep an item, bought in-store or online, and don't live near one of our stores and wish to return it by post, we can accept returns within 30 days of purchase (100 days if you are an Explore More Member). In order to do so, your return must be announced on your account.

To return via post, follow these simple steps:  

1. Long into your account and select 'Return Items' from the account menu.
2. Select the item you wish to return and the reason
3. Select your return method. (Please be advised that for Republic of Ireland orders we are unable to provide postage labels)
4. Make a note of your return number. You will need to include this on your return form, or on a handwritten slip inside your parcel. Please also include your original order number.

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.

No returns form or receipt?

Misplaced the returns form or receipt that came with your initial order?  Not to worry, these things happen. If you hold an account with us, simply log in to your account and navigate to the "My Orders" section when you can download and print a re-issue of your original invoice and return form.

If you made a purchase using a guest checkout or you don't hold an account with us, not to worry, click here to download a new returns form. Simply print and complete the form and return it with the product to:

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.

Received a faulty item?

For information on how to return a faulty item for refund or exchange, please see our Faulty Returns Policy.

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.

Consumer right to cancel

If you wish to exercise your rights to cancel your order under the Consumer Contracts Regulations, you need to inform us in writing, (by letter, email or by completing the returns form on your delivery note) and send this with the new and unused product(s), (in their original packaging with all labelling attached), within 14 days from the date you receive your goods. We will refund you the costs of the goods including the original postage cost paid, but you will need to pay the cost to get the goods back to us.

 Any climbing equipment or helmets bought online can be returned for refund within 14 days from the date you received the goods. This does not apply for goods purchased in-store.

 For further detail please see our Ordering & Cancelling Orders policy.

 If in doubt, please contact our Customer Services team before you make your purchase. This does not affect your statutory rights.