How Do I Return A Faulty Item?

How Do I Return A Faulty Item?

 

  • If you find a fault with your item, please contact our friendly customer service team HERE and they can help and advise the best way to deal with it.
  • You can also contact our customer services team on 01274 530530.
  • Our UK based customer service team are available to speak to Monday to Friday 9am until 5.30pm. (Excluding UK national holidays)
  • Saturday opening times are 9am until 4:45pm. (We are closed on Sundays)
  • Faulty items should be returned within a reasonable time and must be in a clean and dry condition.
  • Please enclose all your details and a covering note explaining the fault and any other useful details.
  • We'll try to get back to you within 1 working day of receipt of your parcel, although during busy periods this may take slightly longer.
  • If you have a visible fault with your product please contact us HERE and attach an image of the product so we can advise on the next steps.
  • Occasionally, if we're struggling to locate a fault, we may request a second opinion from the product manufacturer.
  • Please note: If you attempt to repair the item your warranty will be voided meaning your product can no longer be returned.
  • We are happy to offer store credit or replacement only if a faulty item is returned after six months.
  • Your statutory rights are not affected.

MANUFACTURER WARRANTIES

  • We work alongside our suppliers to honour the warranty set by the manufacturer.
  • Some manufacturers prefer to conduct a physical assessment of the fault themselves.
  • All warranty claims for Garmin and Coros items must be returned to the manufacturer. For more information on how to proceed with a warranty claim with Garmin and Coros items, please click HERE.
  • If you need to submit a warranty claim for one of the following suppliers, we ask kindly that you contact the manufacturer directly. 

Mountain King (repairs@mountainking.co.uk)

Black Diamond (https://warranty.bdel.com/CreateCase/StepOne)

Dolomite Gore-Tex (https://www.gore-tex.com/en_uk/support/guarantee-and-returns)

  • If you need to submit a warranty claim for one of the following suppliers, we ask that you contact at customerservice@sportsshoes.com with a description of your claim and images.

Buffalo

Ultimate Direction

  • Our customer service team will then advise if a return is required, and we will send your product to the manufacturer to confirm the fault.

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