Returns & Exchanges

Our Returns Promise

Just as we test our gear in the harshest conditions to ensure reliability, we stand behind every product we sell. If your equipment isn’t right for your adventure, we’ll make it right. Our returns process is designed to be as straightforward as navigating a well-marked trail.

Return Window: You have 15 days from the date of delivery to initiate a return or exchange.

The Returns & Exchanges Process

Step 1: Initiate Your Return (Within 15 Days)

Start the process by contacting our customer service team. This allows us to create a return authorization and provide you with the correct documentation.

• Email: Send your return request to [email protected] using the template below.
• Please include your order number and the reason for the return/exchange.

Step 2: Prepare Your Package

• Original Condition: Items must be returned in their original, unused condition, with all tags attached and in the original packaging.
• Safety & Hygiene: For the safety of our team and other adventurers, all items must be clean, dry, and free from debris, mud, or personal odors.
• Complete Set: Include all parts, manuals, and accessories that came with the item.

Step 3: Ship It Back

• We will provide you with a Returns Merchandise Authorization (RMA) number and shipping instructions.
• Securely package the item to prevent damage in transit. We recommend using a sturdy box.
• Include the completed returns form (provided by us) inside the package.
• Shipping Cost: Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.
• We strongly recommend using a trackable shipping service and retaining your proof of postage.

Step 4: Inspection & Processing

Once received at our warehouse (66 Stoney St, Nottingham, GB NG3L 3UW), our gear specialists will inspect the returned item. Processing typically takes 3-5 business days after arrival.

Refund Timeline & Method

• Timeline: Once your return is approved, refunds will be processed to your original payment method within 5-10 business days.
• Method: Refunds will be issued in British Pounds (£) to the original payment method used (Visa, MasterCard, JCB, or PayPal). The amount will reflect the original item price. Original shipping fees are non-refundable.
• Exchange: For exchanges, we will ship the replacement item via your chosen shipping method once the return is received and processed. Any price difference will be charged or refunded accordingly.

Items That Cannot Be Returned Important

To ensure the safety and integrity of specialized equipment, the following items from our range are non-returnable unless faulty:

• Avalanche Safety Gear (e.g., beacons, probes, shovels, airbags) – Due to the critical, life-saving nature of this equipment and strict hygiene/safety protocols.
• Personal Safety & Climbing Equipment (e.g., Ascenders) – Items where safety certification and integrity can be compromised after use or handling.
• Opened or Used Airbed & Pumps – For hygiene reasons.
• Personalized or Custom-ordered items.
• Any item not in its original condition, is damaged, missing parts, or is soiled.

This policy reflects our commitment to providing our community of adventurers with gear they can trust absolutely, just as they trust us with their data.

Return Request Email Template

Copy and paste the template below into an email to [email protected] to initiate your return.

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