Click Here to Start Your Return |
You have 30 days from receiving your order to return unused items for an exchange or refund. Simply click "Return Your Item" above and follow the instructions.
Unless an item is faulty or supplied incorrectly, you are responsible for the cost of returning goods to us. Return postage can be purchased during the online returns process.
If you'd prefer to use your own delivery service to return your goods, please include a cover note clearly explaining the reason for return, your name, address and order number. Returns should be sent to:
Hill and Dale Outdoors Returns
39 Burnley Road
Sowerby Bridge
West Yorkshire
HX6 2TL
We are happy to exchange or refund your order up to 30 days after receipt, provided the goods are returned in the condition they arrived in (unused, tags attached, original packaging where applicable, etc.).
Please note that some products cannot be returned for legal or safety reasons (for example, climbing equipment). For full details, please read the full returns policy below.
If you believe your item is faulty, please contact us at support@hillanddaleoutdoors.co.uk with your order number, a description of the issue and photographs where appropriate. We'll review the information and advise on the next steps.
Please note: Items returned because they are unwanted must be in a condition suitable for resale. Footwear worn outside, clothing that has been worn, or items showing signs of use beyond what would reasonably be permitted when trying them on may not qualify for a full refund.
If you find your purchase unsuitable for any reason, we will exchange it or refund it provided it is returned within 30 days of receipt in a new and unused condition.
Please be aware that, for hygiene reasons, we cannot accept returns of underwear or socks once they have been tried on. Once tried on, they will be deemed to have been used and cannot be returned.
For safety reasons, we are unable to accept returns of new and unused climbing equipment once it has left our premises. Please bear this in mind before making your purchase. This does not affect your statutory rights.
To return an order, please follow the instructions in our online returns system.
Please pack your item(s) carefully. Goods must be returned in a new and unused condition, with all original packaging and labels wherever possible.
When returning your item, we strongly recommend using a delivery service that provides tracking and suitable insurance for the value of the goods. Hill and Dale Outdoors cannot be held responsible for items lost or damaged in transit to us.
You have the right to inspect and try goods in the same way you would in a retail store. However, we may reduce your refund if the value of the goods has been diminished through handling beyond what would reasonably be permitted when assessing them in a shop. Examples include clothing that has been worn or footwear that has been worn outdoors.
If returned goods show signs of use beyond what would reasonably be expected when assessing them in a shop, we reserve the right to make a deduction from any refund to reflect the reduced value of the goods. Any deduction will be explained before the refund is processed.
Unless otherwise stated, Hill and Dale Outdoors provides a 12-month warranty against defects in materials and workmanship from the date of purchase. This warranty is in addition to your statutory consumer rights.
The warranty does not cover general wear and tear, accidental damage, misuse or damage caused by improper care.
If your item develops a fault outside the 12-month warranty period, please contact us. We will review each case individually and do our best to assist. Return postage costs outside the warranty period are the responsibility of the customer and we cannot guarantee that the manufacturer will agree to repair or replace the item.
Please allow up to 14 days for any refund to be received once it has been processed.
IMPORTANT: Ensure you use a postal service that provides suitable insurance for the value of the item. Hill and Dale Outdoors cannot be held responsible for items lost in transit to us.
If you request an exchange, an additional delivery charge may apply to send the replacement item. We will contact you before processing the exchange to confirm any payment required.
For unwanted items, customers are responsible for the return postage cost unless otherwise agreed.
When exercising your statutory right to cancel an online order, we will refund the original standard delivery charge paid at the time of purchase in accordance with applicable consumer legislation. Any upgraded or premium delivery services selected at checkout are not refundable.
Return postage costs remain the responsibility of the customer unless the goods are faulty or were supplied in error.
Hill and Dale Outdoors provides a 12-month warranty on all products purchased from us unless otherwise stated. Some manufacturers may offer additional warranty periods.
To return an item you believe to be faulty, please contact us first at support@hillanddaleoutdoors.co.uk. We may ask for photographs of the issue to help assess the claim.
Please contact us before returning any faulty item. We will only reimburse return postage costs where this has been agreed in advance. In most cases, we will provide a pre-paid returns label for UK customers.
Unfortunately, we cannot provide pre-paid return labels for customers outside the UK. International customers are responsible for the cost of returning items to us.
Where appropriate, faulty goods will be returned to the manufacturer or supplier for inspection. If a fault is confirmed, we will usually instruct the supplier to repair the item in the first instance. If a repair is not possible, we will arrange a replacement or refund.
Repair times vary depending on the nature of the fault, but are typically between 1 and 5 weeks.
Please be aware that refunds may take up to 14 days to appear in your account after being processed.
For hygiene and safety reasons, heavily soiled garments or equipment may be rejected by manufacturers and returned to you at your expense.
If an item is assessed and found not to be faulty, we may request payment for return postage before sending it back to you.
If a product develops a manufacturing fault within the warranty period, we will repair or replace the item where possible. If neither option is available, we may offer a refund.
If your Hill and Dale warranty period has expired, we may still be able to help. Some manufacturers provide warranties that extend beyond 12 months.
Please contact support@hillanddaleoutdoors.co.uk for advice.
In some cases, we may be able to submit a warranty claim on your behalf. However, we act only as an intermediary and cannot be held responsible if a manufacturer rejects the claim.
Return postage costs for claims outside the Hill and Dale warranty period remain the customer's responsibility.
Where a product is returned in breach of the conditions outlined above and where no statutory right to return exists:
a) We may refuse a refund or exchange.
b) We may retain the returned goods until payment is received for any return delivery costs that apply.
c) If payment is not received within 14 days of our request, we reserve the right to dispose of the goods in accordance with applicable law.
Customers outside the UK are responsible for the cost of returning goods to us and for any return shipping charges back to them.
Please contact us before returning an item, as we may be able to advise on local warranty or repair options.
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.
The withdrawal period expires 14 days from the day on which you, or a third party nominated by you (other than the carrier), takes physical possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision by a clear statement, such as by email.
Hill and Dale Outdoors
Email: support@hillanddaleoutdoors.co.uk
Website: hillanddaleoutdoors.co.uk
You may use the following wording, although this is not required:
To Hill and Dale Outdoors:
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Ordered on: __________
Order number: __________
Name: __________
Address: __________
Signature (if submitted on paper): __________
Date: __________
If you withdraw from your purchase, we will reimburse all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days after receiving the returned goods or evidence that they have been returned.
We will make the refund using the same payment method used for the original transaction unless otherwise agreed.
You are responsible for the direct cost of returning the goods.
For safety reasons, we are unable to exchange or refund any climbing equipment once it has left our premises, unless the item is faulty or your statutory rights otherwise apply.
Please consider this carefully before purchasing.
