Returns
Returns and exchanges
We want you to be happy with your purchase and return to shop with us, so we have designed our returns policy with you in mind. If you find your purchase unsuitable for any reason, we will exchange it (subject to stock availability) or refund the cost of the item*. To enable us to do this, please return the item along with a copy of the delivery note/receipt. (we’ll need the transaction ID, date of purchase, your name address and product details) Please specify clearly if you would like a REFUND or EXCHANGE.
Please send the item back to us within 14 days of purchase, ensuring that:
* The goods are in a new and unused condition, as they left us.
* All original labelling is attached and original packaging in intact, undamaged allowing resale of the item.
* The original purchase receipt or invoice is enclosed
Note
Our policy on safety critical product including climbing equipment and helmets.
For the safety of all our customers, we are unable to exchange or issue a refund for any new or unused climbing equipment and all helmets once it has left our premises. Please bear this in mind before you make your purchase. (This does not affect your statutory rights).
Faulty Goods and guarantees
All products are guaranteed against failure due to defective workmanship or materials, but this excludes faults caused by accidents, neglect or misuse. The guarantee lasts for 12 months from the original purchase (unless otherwise stated).
If you find a fault with a new product within 12 months of purchase, please initially contact us via email or give us a call. We are very happy to help. Tell us what the problem is and explaining what is wrong in detail. When you return the item you should still enclose the original receipt or invoice and all packaging.
We will have to return the ‘faulty’ item to the manufacturer or expert 3rd party for assessment, so please be patient. We will process returns as quickly as possible but sometimes it can take up to 7 days. Please be aware that in order to comply with Health & Safety regulations any faulty items should be returned for assessment in a clean condition free from mud and dirt. We regret that we are unable to process items that do not meet with these criteria will need to be collected by you or returned at your expense.
Consumers right to cancel
If you wish to exercise your rights to cancel an order under the Distance Selling Regulations (DSRs) you will need to inform us in writing within seven days of the day following delivery.
In this context, in writing may include letter, email or the form on the reverse of the delivery note returned with the goods. In this case we will then refund the outward postage charges but you will still need to pay to get the goods back to us.
Postage on returned items
The cost of outward postage for returned items will only be reimbursed;
* in the case of faulty goods or
* for an order cancelled under the DSRs or
* where we have supplied a substitute for an out of stock item that you do not wish to keep.
The cost of returning items to us will only be reimbursed;
* in the case of faulty goods or
* where we have supplied a substitute for an out of stock item that you do not wish to keep.
To enable us to reimburse this please advise us of the cost in writing which may be by email where it is impractical to include this in the parcel.
If a refund is payable to you, we will usually simply refund you on the same card you used to pay for your order.
Please return your goods to:
Swaledale Outdoors Ltd
Bagshaws Yard
Anvil Square
REETH
North Yorkshire
DL11 6TD
If you have a query about returning goods, please contact us on: 01748 880298