Rab neutrino plus womens down jacket3/15/2024 This is for your own safety and the safety of others. All packaging including tags and instruction manuals must be present, otherwise we will not be able to accept your return. Any shoe boxes defaced by parcel tape, stamps, writing or our returns address etc on will not be accepted and will be returned to you.Ĭlimbing Equipment - Safety equipment (climbing gear such as, but not restricted to, harnesses, helmets, ropes, hardware & slings) must be returned in brand new and unused condition as per our returns' policy. Please check tent dimensions, floor plans and details carefully or if you are unsure please visit one of our stores or shows to view before purchase.įootwear - Please note, in the case of footwear returns, please use outer packaging to send the product back. Tents, awnings, canopies & extensions - Please note that once a tent, awning, canopy or extension has been pitched outside we are unable to accept it back under the 90-day return policy as it not in a new and unused condition. Please don't write or stick returns labels to the product packaging itself but use an outer bag or box. For unwanted items, the order will be refunded, excluding any delivery charges. All product packaging, labels and tags must be included. We don't offer free returns for unwanted or unsuitable orders back to us, you're welcome to drop an order back into one of our stores.Īll goods must be in a new and unused condition. If you have an item purchased from one of our stores, please contact the respective store directly. Please allow a reasonable timescale for completion of this process, customer services can advise further as this does vary between products. Timescale to deal with your claim - for technical faults or repairs we use the services of the original manufacturer or nominated agent for inspection, testing and high quality guaranteed repairs. 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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