Full-priced products can be returned for a refund within 30 days of purchase (100 days for Explore More members).

For Sale/clearance products, the return must be made within 14 days of purchase. For in-store purchases, a credit note will be issued to use against a future purchase.

Products purchased in our Outlet stores are final and non-returnable. We do not accept returns for change of mind or unwanted items.

Credit notes are valid for 6 months from the date of issue.

Please allow 14 days to receive an email stating that your items have been returned. 

HOW CAN I RETURN AN ITEM?

Returning an item is easy. You can return items in-store or send them back to us. Items must be in a new and unused condition, with all labels attached, and in the same condition in which you received them.

Items that show signs of wear or damage are not eligible for a refund/credit.

For in-store purchases, simply take your item(s) back to any store with the original purchase receipt or eReceipt. For Explore More members, you can provide details of your account to identify the purchase record.

To return your product by post, please see our How to Return by Post article

For online purchases, log in to your account and complete the return request using the Return Items option. 

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.

Customers have the right to cancel their order within 14 days of receiving their goods, as per the Consumer Contracts Regulations 2013.

HOW IS MY MONEY REFUNDED?

Please allow at least 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.

RETURN COSTS

Customers are responsible for paying their own shipping costs for returning the item unless the item is faulty, where we will cover the return shipping costs. We recommend you use a tracked and insured service.

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

FAULTY GOODS GUARANTEE

We take pride in the quality of the products we offer. If your item is faulty or develops a problem, just return it to us with proof of purchase, and we’ll do our best to put things right in line with your consumer rights.

For faulty goods, please first contact our Customer Care team via enquiries@cotswoldoutdoor.com.

All products are backed by a manufacturer’s warranty, covering faults in materials or workmanship for:

• Up to 24 months from the date of purchase
• Or 3 years for Explore More members

This guarantee excludes fault caused by accident, neglect or misuse. 

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 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 may take up to 7 weeks to process.  

ITEMS THAT CANNOT BE RETURNED

Please note that certain items are non-returnable and non-refundable for safety and hygiene reasons:

· Food

· Gas and other fuels

· Custom-fitted ski boots

· Personal Protective Equipment (PPE), e.g. Climbing equipment and helmets purchased or collected in-store. For online purchases not collected in-store, these can be returned within 14 days of receipt.

· Swimwear, underwear or wetsuits where the hygiene strip has been removed.

· Personalised items

EXCHANGES 

Please note that we are unable to process an exchange when returning items by post. To change an item, please return the unwanted item and place a new order online.

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 helmets) 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.