If an item is faulty and you wish to return it, please complete the details on the reverse side of your delivery note, giving details of the fault and send it back to us within the warranty period of 1 year, 3 years for valid Explore More members. We will exchange the item or refund the full cost including any delivery charges incurred where appropriate once the goods have been assessed by the Aftersales Team. Items should be returned in a clean and dry condition and be free from mud and dirt.
We regret that we can only reimburse postage costs if the goods are faulty or if you are unhappy with substitute items that were supplied for an out of stock item.
We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transit.
- FAO Snow & Rock
- Outdoor & Cycle Concepts Ltd.
- Customer Returns
- PO BOX 75 / UNIT 11
- SN16 9WQ
Faulty Goods Guarantee
All products offered are guaranteed for a period of twelve months unless otherwise stated from the date of the original invoice against failure to provide reasonable wear owing to defective workmanship or materials. The guarantee excludes fault caused by accident, neglect or misuse. If you find a fault with a new product, please complete the reverse side of the delivery note, explaining the area or part that has failed. Once returned, the goods will be assessed by our Aftersales Team.
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 with these criteria and we will return the items to you.
Please be aware that goods that are thought to be faulty may be returned to our suppliers, therefore any refund, repair or exchange may take up to 4 weeks.
Please note: If products purchased become faulty and are replaced or repaired under the manufacturer’s warranty directly, your Outdoor & Cycle Concepts warranty will become void as a result.