Returns policy
Christmas Returns
All orders placed after Monday the 4th November 2024 will be accepted for exchange or refund until Sunday the 12th January 2025 provided that they are returned in an unused and saleable condition with proof of purchase.
Your statutory rights are not affected. Our normal restrictions apply, see below for details.
We hope you are perfectly happy with your order from us, but we understand that in some cases you will want to return your purchase. We offer a 31 day return window and aim to process all returns within 1 week of receipt.
We offer a free returns service for faulty products and product exchanges over £40 (e.g. changing size/colour) within the mainland UK. For all other returns customers are responsible for postage costs incurred.
Our Return Policy includes;
- 31 day Returns Window
- Our Great Gear Guarantee
Returns Process
We offer a 31 day returns period provided products are returned in the original condition that you received them, including all labels, tags and packaging intact. Please ensure all returned goods are sent to us clean to ensure the health and safety of the teams handling returns. This particularly applies to used faulty goods which cannot be examined and assessed for warranty unless they are clean. This does not affect your statutory rights.
Change of mind/unsuitable returns;
- Please log in to your account and select orders & returns from the menu. (If you have no account, you can contact us instead).
- Click on the order you wish to return and follow the on-screen instructions.
- Print a copy of your returns form and include in the package.
- Please ensure the packaging and goods are returned to us in 'as new' condition (including all labels, tags and boxes). Damaged or used goods cannot be refunded.
- We recommend returning to us using a tracked or signed postal service, we offer discounted returns labels to take advantage of our bulk shipping rates.
- When your return has been successfully processed by our team, we will confirm via email and refund the card used for the original order.
Exchange / Faulty product returns;
- Please log in to your account and select orders & returns from the menu. (If you have no account, you can contact us instead).
- Click on the order you wish to exchange/return and follow the on-screen instructions.
- Print a copy of your returns form and include in the package
- When exchanging, packaging and goods must be returned to us in 'as new' condition (including all labels, tags and boxes). Damaged, used, or dirty goods cannot be refunded.
- As part of the online process you will be presented with a free returns link if your order is over £40. Please print & take your parcel to a local post office / collection point.
- If you wish to exchange for a different product or the item value is below £40, please return your order for a refund and place a new order for the new item (email sales@extremegb.com for a free returns link if item value is over £40).
- Should you choose to exchange your item, you will not be charged again for shipping costs.
- If you have asked for an exchange of size or colour, or an alternative item, your replacement item will be charged at the current website price.
If you prefer not to create an account or experience any problems with the above process please contact us by phone or email and we will send returns details to you.
Valid for all orders placed after 18th November 2024.
Our "Great Gear Guarantee"
We love this business and take great care working with some great brands to select the products we sell. We believe in the brands we stock, and the quality of their products. We also understand that our customers trust us to do what is best for them, after all, a happy customer is more likely to shop with us again!
That is why we offer our Great Gear Guarantee on every product we sell. If, within a year of sale a manufacturing fault develops in the materials or construction of a product that we have sold you, we guarantee to get it sorted. We aim to reach a fair and reasonable solution, which may be a refund, replacement, voucher or a professional repair.
However, this isn’t a blanket invitation to send us those boots you’ve worn every day for the last 9 months. When we receive your request, we will be checking that the claim is reasonable. Please don't send us kit that has been used and abused and is completely worn out, and then expect us to refund you. Even the best gear will eventually wear out, especially if it isn’t cared for! That being said, if you feel that your purchase is genuinely faulty please get in touch with us at returns@extremegb.com.
Please note: We may need to send items to the original supplier, or a 3rd party testing/repair company as part of this process. This can take up to four weeks or longer during busy periods.
Condition of Returns
It's important that returned items and their packaging are in the best possible condition, so please take reasonable care of them.
Goods described as available 'by special order only' may not be returnable or may be subject to a restocking fee.
Products We're Unable to Cancel, Refund or Exchange
Unless faulty or not as described, we cannot cancel orders, refund or offer an exchange on: Special orders, personalised or made-to-measure products, perishable goods, flares or other hazardous goods, CDs, DVDs, tapes or other recording media, software or video.
There are also some goods you can't return in the interest of customer safety, including: climbing safety equipment, and safety headwear. Swimwear, underwear, socks, consumables, other perishables, and batteries can only be returned if they have not been worn and remain in their original packaging with all labels, and tags attached. Zips are also often not covered under manufacturers warranties.
Gift cards and vouchers cannot be returned or exchanged for cash.
Please note, we reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.
This does not affect your statutory rights.