We take pride in the quality of the products we offer. If something goes wrong, we’re here to support you with a fair and transparent resolution process.

Warranty Coverage
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 warranty ensures products are fit for purpose, as described, and perform to expected standards.

How to Return a Faulty Item
We offer two convenient ways to return an item you believe is faulty:
1. In-Store Return
• Drop your item off at any Cotswold Outdoor, Runners Need, or Snow+Rock location.
• If the item was custom fitted, please return it to the store where it was fitted or your nearest location.

2. Email Return Request
Email us at enquiries@cotswoldoutdoor.com with the following:
• Purchase details or order number
• A general photo of the product (including soles if it's footwear)
• A clear photo of the reported issue
• An image of the product label
• Details of any aftercare or maintenance
• Serial number (if applicable)
Our Aftersales Team will guide you through the next steps.

Return Conditions
To help us process returns safely and promptly:
• Items must be returned clean and dry
• Returns that are not in a hygienic condition may be declined for safety reasons
In certain cases, items may need to be sent to the manufacturer for assessment. If repair is an option, this will be offered first. If not, and a fault is confirmed, we may provide a replacement, alternative item, or credit at our discretion.

What’s Not Covered
The warranty does not apply to:

• Consumables: Energy bars, gels, hydration tablets/liquids, batteries, gas, oils
• Wear & Tear Components: Footwear laces, tent guy-lines, tent poles, static cord, rope
• Cosmetic Damage: Marks, fading, or discolouration that doesn’t affect function
• Accidental Damage: E.g., snagging, dropping, or mishandling
• Neglect or Intentional Damage
• Use outside intended purpose, or failure to follow care instructions
• Commercial or business use

Assessment Timeframes
• Please allow 4-6 weeks for the full assessment process
• In-store returns may take an additional 2 weeks due to handling logistics
• If a product is found not to be faulty, we’ll arrange for its return or offer in-store collection
• In rare cases where we receive no response after three separate attempts to contact you, and the item remains unclaimed for over six months, we reserve the right to safely dispose of the item. This is only done after sufficient time and efforts have been made to reach you. 

Resolution
Depending on the situation and product fault, we will aim to provide:
• A repair where feasible
• A replacement or alternative item if a repair is not suitable
• A credit or refund if a suitable replacement is unavailable

Refunds are processed using the original payment method and issued without undue delay once the item is assessed. For most postal returns, please allow up to 14 working days for the refund to appear. In-store refunds for card or PayPal purchases are typically processed immediately.

No Receipt?
If you have an account, you can access your order history and invoices online.
For guest checkouts, we’ll guide you through finalising an account to retrieve your receipt.
Explore More members can return items in-store with just their membership details no receipt required.

Your Protection
While our policies are designed to be comprehensive and supportive, your statutory rights remain fully intact and are not affected by anything outlined above. Our aim is always to resolve issues fairly and in a way that reflects both our standards and your expectations.