How can I return an item?


If you wish to return your items to one of our stores nationwide, it needs to be in a new and unused condition and you will need a copy of your original receipt as a proof of purchase together with the product’s original packaging and labelling within 30 days of purchase, we will then process a refund for you. Both online and phone orders can also be returned in store, free of charge.

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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, please complete the details on your delivery note and send it back to us in a new and unused condition together with the product’s original packaging and labelling within 30 days.  

To return via post, follow these simple steps:  

  1. Please complete the returns label on your delivery note
  2. Tear off the completed returns form and place inside your parcel, ensuring that you place the barcode sticker on the outside of your parcel as indicated
  3. Take your parcel to any Post Office and return to...
    • FAO: Snow + Rock Customer Returns
    • Outdoor & Cycle Concepts Ltd.
    • PO BOX 75
    • Malmesbury
    • SN16 9WQ

If you wish to return a pair of shoes or boots bought in-store or online, please place the box in a sealed plastic postal bag.

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.


You can now return items easily with Collect+ from over 6,500 locations in the UK for just £4.60. Just follow these three easy steps:  

  1. Complete the returns details on your delivery note and place inside the parcel
  2. Visit here to download and print your collect+ label.
  3. Attach the label to the outside of your parcel, ensuring the original label is covered
  4. Drop your parcel off at any of the 6,500 points offering the Collect+ service. Keep your returns receipt so that you can track your parcel online

Please note that Collect+ can only accept parcels under 10kg in weight and within the dimensions 60 x 50 x 50cm. 


Misplaced the returns form or receipt that came with your initial order?  Not to worry, these things happen. Click here to download a new returns form. Simply print and complete the form and return it with the product to:

  • FAO: Snow + Rock Customer Returns
  • Outdoor & Cycle Concepts Ltd.
  • PO BOX 75
  • Malmesbury
  • SN16 9WQ

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.


All products purchased through our website or in store come with a 30-day returns period if you change your mind or have bought the wrong size. We also offer a standard 12-month warranty, or 24-month if you are an Explore More member, covering all manufacturing and mechanical defects on all purchases.


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

Please ensure all tags are retained, as they must be returned with the product upon its return to us. The product must also be in a new, unused condition and a proof of purchase will be required. If you are returning an electronic item for a faulty assessment, please make sure you return the complete product - this includes the original chargers and cables the product came with.


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.


If you wish to exercise your rights to cancel under the Consumer Contracts Regulations, you will need to inform us in writing, either in a letter, email or by filling in the form on the reverse side of the delivery note along with the new and unused product in its original packaging and labelling, within 14 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 14 days. For the safety of our customers, we will need to destroy any climbing equipment and all helmets (including ski) that are returned to us for refund or exchange. If in doubt, please contact our Customer Services team before you make your purchase. This does not affect your statutory rights.

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