How can I return an item?

IN-STORE

The easiest way for you to return goods is to visit any of our stores, taking your proof of purchase with you. All store returns are at the manager's discretion.

BY POST

If you have decided not to keep an item purchased in-store or online, and don't live near one of our stores, you can return it by post using our returns portal.

Please click HERE to access our returns portal. All returns must be registered through the portal before sending any items back. This ensures your return is correctly identified, tracked and processed efficiently.

Important: Please do not send returns or correspondence to Kemble or any other return address found on third-party websites. Some external websites still display outdated return address information, which does not reflect our current returns process. Once you have completed the returns process in the portal, you will be provided with the correct return instructions for your order.

Please note that the following return windows apply:

• Full-priced products can be returned for a refund within 30 days of purchase (100 days for Explore More members).
• Sale and clearance products must be returned within 14 days of purchase. For in-store purchases, a credit note will be issued to use against a future purchase.
• Products purchased in our Outlet stores are final sale and cannot be returned.

To return via post, follow these simple steps:  

1. Log into your account, or enter your email address and order number under Continue as guest if you checked out as a guest, then select Return Items.
2. Select the item(s) you wish to return and choose a reason for the return, then press Continue.
3. Select your preferred return method, confirm your choice, and continue to the carrier's portal (Royal Mail or DPD). 
4. As we are now paperless, please write your order number on the outside of the package. 

Please note: Please allow up to 10 working days for your return to be processed.

If you are returning shoes or boots purchased in-store or online, please place the shoebox inside a sealed plastic postal bag.

We cannot be held responsible for returned goods that are lost in transit if one of our recommended return services is not used.

If your purchase is simply unsuitable, you will need to return the item at your own expense. Return charges are displayed after you have logged into your account and selected Return Items. If the item you received is faulty or incorrect, your return postage will be reimbursed.

We are unable to offer exchanges for items returned to Head Office. If you would like a different item, please return your original purchase and place a new order online, or visit your local store where an exchange can be processed.

NO RETURNS FORM OR RECEIPT?

Misplaced the returns form or receipt that came with your initial order?  Not to worry, these things happen. If you hold an account with us, simply log in to your account and navigate to the "My Orders" section, where you can download and print a re-issue of your original invoice.

If you made a purchase using a guest checkout or you don't hold an account with us, not to worry, click here to download a new returns form. Simply print and complete the form and return it with the product to:

Cotswold Outdoor Group Ltd

Returns Department

c/o DHL Supply Chain

Logistics Park Cross Point

Unit 8 Richardson Way

Coventry

CV2 2TA

We recommend you send it by recorded delivery as we are not liable for items lost in the post.

Note: Due to health and safety regulations, we are unable to accept goods which are not returned in a clean and dry condition.

HOW LONG HAVE I GOT TO RETURN SOMETHING?

Full-priced products can be returned for a refund within 30 days of purchase (100 days for Explore More members).

For Sale/clearance products, the return must be made within 14 days of purchase. For in-store purchases, a credit note will be issued to use against a future purchase.

Products purchased in our Outlet stores are final and non-returnable. We do not accept returns for change of mind or unwanted items.

We also offer a standard 24-month warranty, or a 36-month warranty if you are an Explore More member, covering all manufacturing defects on all purchases. 

Please ensure all tags are retained, as they must be returned with the product upon its return to us. The product must also be in a new, unused condition, and a proof of purchase will be required. If you are returning an electronic item for a faulty assessment, please make sure you return the complete product - this includes the original chargers and cables the product came with.

RECEIVED A FAULTY ITEM?

For information on how to return a faulty item for a refund or exchange, please see our Faulty Returns Page.

ITEMS THAT CANNOT BE RETURNED

Please note that 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 (including ski) bought in a store, once they have left our premises. Please note you will also not be able to return any food or gas purchases. We will only accept swimwear and underwear returns if they are brand new and still in the box or with hygiene strips still in place. Headphones will be accepted if they are in new and unused condition, still in the box.

Please bear this in mind before you make your purchase. This does not affect your statutory rights.

Unfortunately, we are unable to accept returns for faulty items purchased from any other retailer. In this instance, please contact the retailer from which you purchased the item.

CONSUMER RIGHT TO CANCEL

If you wish to exercise your rights to cancel under the Consumer Contracts Regulations, you will need to inform us in writing, either in a letter, email or by filling in the form on the reverse side of the delivery note along with the new and unused product in its original packaging and labelling, within 14 days of the delivery. We will then refund the outward postage costs, but you will need to pay to get the goods back to us.

The Distance Selling Regulations allow climbing equipment and helmets bought online to be returned within 14 days. For the safety of our customers, we will need to destroy any climbing equipment and all helmets (including ski helmets) that are returned to us for a refund or exchange. If in doubt, please contact our Customer Services team before you make your purchase. This does not affect your statutory rights.