Click Here to Start Your Return |
You have 30 days to return your item for an exchange or refund. Go through the online form by clicking 'Return your Item' above.
You are responsible for return postage and will be prompted to pay for this as part of the return process.
A few more details
We are happy to exchange or refund your order up to 30 days after receipt, providing the goods are in the condition they arrived to you in (unused, tags attached, etc). Some goods are not able to be returned for legal reasons (e.g. Climbing Equipment), for our full returns policy please read the full article below.
If you believe your item to be faulty, please contact us at support@hillanddaleoutdoors.co.uk us with your order number, a description of the issue and if appropriate, images of the issue. We will then advise you on the next best course of action.
If you find your purchase is unsuitable for any reason we will exchange it or refund the cost as long as it/they are returned in a new and unused condition within 30 days of the date of receiving it/them.
Please be aware for health and safety reasons, we will not accept returns for underwear or socks after they have been tried on. As soon as they have been tried on we deem them to be used and will not accept the return.
For your safety we are unable to exchange or issue a refund for any new and unused climbing equipment once it has left our premises. Please bear this in mind before you make your purchase (this does not affect your statutory rights).
To return an order, follow the instructions in the return system. Please pack the item(s) carefully; goods must arrive in a like new and unused condition for the refund to be issued.
When you return your item, please use a delivery service that provides suitable insurance to cover loss or damage in transit. Hill and Dale Outdoors cannot be help responsible for any items not received.
We can only accept returns if you:
Return all original packaging and labelling
Ensure the product is in a new and unused condition*
*You have the right to try on goods to assess their suitability, just in the same way you would have if purchased from a shop premises. We will not accept returns for goods where you have not acted reasonably by wearing an item beyond just trying it on. Examples of this may include an item of clothing that has been worn, or boots or shoes that have been outside.
We reserve the right to charge a re-stocking fee if the value of the returned goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. An example could be trying boots or shoes outside. The amount deducted from your refund will be communicated to you prior to a refund being made and will reflect the reduction in value of the returned item.
The standard warranty period for all goods (unless otherwise stated) is 12 months from the date of delivery to you. This covers defects in materials and workmanship, but will not cover general wear and tear. If your item has developed a fault and is outside of the 12 month warranty period please contact us - we will look at every case and do our best to sort things out for you. Return postage will not be paid when your goods are outside of the 12 month period and we offer no guarantee that the manufacturer will resolve the issue, however we will try our best to get the item either repaired or replaced.
Delivery charges paid at the time of order will not be refunded, unless the item is faulty or has been sent out in error. Please be aware that any refunds could take up to 14 days to be received into your account.
IMPORTANT: Ensure you use a postal service that provides suitable insurance for the value of the item. Hill and Dale Outdoors cannot be held responsible for any items lost in the post.
If you originally paid a delivery charge on your transaction and then return it to us for an exchange we will charge the cost of delivering the exchanged item. We will contact you prior to sending for an additional payment.
Hill and Dale provide a 12 month warranty for all products purchased from us from the date of sale. Some suppliers may provide additional warranty.
For faulty items within 12 months of purchase
To return an item you believe to be faulty, please contact us by email at support@hillanddaleoutdoors.co.uk. We may ask for images of the fault where possible in order to proceed.
You must contact us first before returning faulty items as we will not refund postage costs unless otherwise agreed with us. In most cases we will provide a pre-paid return label so you do not incur any return delivery costs. We do not have the facility to provide pre-paid return labels for returning goods from outside of the UK. When returning items from outside the UK, you are responsible for the cost of returning the goods.
When returning faulty goods within your warranty period, be aware that items will normally be returned to the supplier for testing. Once the supplier agrees that the item is faulty, we instruct the supplier to repair in the first instance, if this is not possible, we will issue a replacement or refund. Repair times can vary, but it is normally between 1 and 5 weeks depending on the type of repair required. Please be aware that any refunds may take up to 14 days to be received into your account.
When returning faulty items to us ensure that:
Items are clean and free from dirt and debris (our suppliers will reject unclean items)
You include the original purchase receipt
For health and safety reasons, we insist that all returns are clean and free from dirt and debris. Soiled garments will be rejected and returned at your own cost.
If you return an item that is found not to be faulty we will require a payment for return postage to you.
If you've had the product for up to one year we will repair the product, or if that's not possible replace the product. If this isn't possible and we can't find an alternative product we will provide a refund.
For faulty items after 12 months of purchase
If your Hill and Dale warranty period has expired we may still be able to help. Some suppliers offer warranty for more than 12 months. You can contact us by emailing support@hillanddaleoutdoors.co.uk and we can advise. In some cases we may be able to return the item on your behalf to the manufacturer, but we will only be acting as the 'middle man' and can not be held responsible if the manufacturer rejects your warranty claim. We will not be liable for any return postage costs as the claim is between you and the manufacturer.
Where you return a product in contravention of the above outlines (and where you do not have any other legal right to return the product):
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product at our sole discretion, without any liability to you.
For customers outside the UK, you are responsible for any postage costs in sending item(s) back to us and the return postage back to you. Please contact us prior to returning an item as we may be able to suggest a local outlet that is able to deal with the return.
For your safety we are unable to exchange or issue a refund for any new and unused climbing equipment once it has left our premises. Please bear this in mind before you make your purchase (this does not affect your statutory rights).
