Help and Information zone

Payment Methods

We accept Visa, Mastercard, Amex, Maestro, Electron, Solo and Delta cards.

We do not take payment until we've made sure that your order is fully available. We always use the highest level of security, your payment details are automatically encrypted when you enter them & are deleted from the system after 14 days. Postage & Delivery

Where we aim to get orders out within 24 to 72 hours please allow up to 14 working days for delivery.

Please note we have a standard delivery charge of £4.50 for small items. This charge is PER ORDER and NOT PER ITEM. Larger items will be calculated by weight and once you address details are entered and we know the goods destination, you will see the full price before committing to purchase.
You will be contacted if there are any problems with postage to your area.

We use UPS, Parcel Force & Royal Mail, Depending on the shipment.


Return of goods policy:

    * Goods can be returned for a full refund within a reasonable time if they are faulty or if the wrong item has been dispatched. In this event, please contact us. If the goods have been dispatched as ordered, they can also be returned for a refund, if the items are deemed unsuitable.

    * After you have received your goods, you can return any item to us for a refund or an exchange within 14 days (after the day you receive them). We ask that you provide proof of purchase, your invoice and or receipts of purchase these MUST be accompanied by a completed returns form. This is so we know where & who the goods are coming from. If you did not receive a returns form please Email us using this link to request one electronically. RETURNS FORM writing RETURNS FORM REQUEST in the subject title

    * Nothing in these conditions affects your statutory rights as a consumer. The card used for the purchase will be credited with the original purchase amount.

    * Once the returned goods have been checked your account will be credited. If you would like a different size or style you must return the original item, with your documentation and returns form to arrange a different item.

    * Please note we are unable to offer a refund on our CLIMBING HARDWEAR, HARNESSES and TECHNOLOGY RANGE once the box / packaging has been opened, unless the product is faulty. This does not affect your legal rights. Refunds cannot be given on Gift Vouchers.

    * In the interest of hygiene we are unable to offer a refund on underwear, and any sleeping bag or pillow product once opened/used, unless the product is faulty. This does not affect your legal rights.

    * Items must be unused, still have their original packaging and labeling, in a resalable condition and be accompanied by proof of purchase i.e. delivery note/receipt.

    * Any goods returned under the Distance selling regulations are returned at your cost.


Cancellation Policy:

    * Under the distance selling regulations you have the legal right to cancel your order within seven working days after initial receipt of the goods with the exception of purchases of perishable items (including food), sealed audio or video recordings and computer software.

    * Where goods are delivered to a third party you will only be able to exercise this right if you are able to return to us the goods you ordered.

    * We aim to meet the provisions of European consumer law. As such and subject to the provisions of our returns policy outlined above, any customer has the right to cancel their order from 7 working days after initial receipt of the order.

    * You must let us know via Email, Fax, or in writing that you will be canceling within 7 working days after day of delivery.

In-store exchanges:

Direct exchanges of same-value or higher product (i.e. where no transaction of funds is required) may be undertaken in-store. This is subject to the same terms and conditions pertaining to items being unused; still having their original packaging and labeling, and being accompanied by the original delivery note.

Resale:

Goods purchased from adventureoutdoor.co.uk may not be used for resale.

Sale and Discounts:

Goods purchased from adventureoutdoor.co.uk are 15% off the recommended price. This however excludes ALL items that are already reduced in price or are in the sale sections, or Clearance items.

Complaints:

We aim to deal with all complaints as effectively as possible. Our complaints handling procedure is designed to be fair, confidential, easy to use, speedy and informative. In the first instance, your complaint may be emailed to us info @ adventureoutdoor .co.uk .

Please give (or be ready to provide) full details of the nature of your complaint, including the products purchased, your Order ID number, your name, address, daytime telephone number, email address and any other information which you think will assist us in resolving your problem as quickly as possible. We aim to acknowledge by email any emailed or mailed complaint within 10 days, and to conclude our investigations as soon as possible thereafter.

Telephone complaints will not necessarily be acknowledged by email prior to commencement of investigation. A likely timescale for resolution will be provided upon request, but given the specialist nature of our product range, this timescale will be dependent upon the specific nature of the complaint