Full-priced products can be returned for 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.

For Outlet products, including those purchased in our Outlet stores, returns are limited to 14 days of purchase, and a credit note will be issued to use against a future purchase.

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

PPE Climbing equipment and cycling helmets purchased online or by phone and delivered to your address can only be returned within 14 days of receipt.

We are unable to refund helmets if the product or packaging is damaged. 

Please note that for the safety of all our customers, we are unable to accept returns or exchanges on any new/unused climbing equipment and cycling helmets bought or collected in-store once they have left our premises unless faulty.

If you require further information, please speak to one of our Instore Experts who will be happy to help.

For other exclusions, please read our Items that cannot be Returned article.

Returning an item:

Returning an item is easy. You can return items in-store or send them back to us. Items must me in a new and unused condition, with all labels attached, and in the same condition in which you received it. 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. We provide several options for returning items through our courier network or you can select your own method.

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

Garmin product returns have a specific return process. Please see our How to return a Garmin article.

Exclusions:

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.

Faulty or Damaged Goods:

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

Please see our Faulty Goods Policy article for full details.

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.

Cancellation of Contract:

You have the right to cancel your order within 14 days of receipt of the products. To exercise the right to cancel, please notify us by either emailing or writing to us:

· Contact details can be found HERE.

You cannot cancel your contract for goods where:

· Products are not suitable for return to health protection or hygiene reasons if unsealed after delivery.

· Personalised or made-to-order items.

Please include your order number and details of the products included in the order being cancelled.

This policy does not affect your statutory rights under the Consumer Contracts Regulation 2013 and Consumer Rights Act 2015.