![]() Note, we can only deal with the original purchaser of the product Please don't send a possible faulty or warranty product back without completing the claim form first, as we are unable to refund your postage if you do. If after receipt of your claim form the product needs to be returned to us, we will provide a pre-paid return label or arrange collection for larger / heavier items, customer services will let you know how to proceed. We deal with warranty or faulty product queries via email and your ticket, this keeps all details together and helps get to a resolution quicker. You will get an email receipt with your ticket reference. You'll need your order number, and uploading some pictures with the form is a great idea and usually required for us to proceed. Please include as much information as possible to help us fully understand the issue. ![]() To resolve your query efficiently we use a claim form and case / ticket system, complete the form, add all the details required, and we'll get straight on to sorting it out. Warranty / Service If you think your product is possibly faulty Please refer to our full returns terms and conditions in the FAQ section for information on tents, climbing gear, underwear, and footwear for further guidance. You can also return online purchases to our stores for refund / exchange too. Return your items to us in a new and unused resalable condition, securely packaged with all product packaging, labels and tags included within 90 days of receipt. Our returns period is 90 days from date of order, click below to go to our Returns Portal to start your return.
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