RETURNS, REFUNDS & WARRANTY CLAIMS

PLACING AN ORDER

Supported currencies

We always take payment in the currency that you have selected whilst browsing. You will not be charged currency fees or conversion costs, no matter which payment method you choose.

Same day despatch

From the moment you place an order at Swiss Outdoor Sports you will be kept fully informed of its status via email, from receipt to despatch. We also use live stock updates, so a quick check will let you know if we have something in stock, allowing you to order in confidence. All in stock orders placed before 2pm UK time Mon-Fri ship the same day.

Available to order items

We aim to offer same working day despatch for every item listed at Swiss Outdoor Sports, but in order to offer a larger range and greater convenience, we still include a proportion of products that when selected, will tell you that they are available to order, and provide a despatch date estimate. Available to order items are not stocked directly at Swiss Outdoor Sports, but are pulled in from a supplier as required, which will delay despatch whilst we wait for them to arrive with us. If your order includes one of these items, you will have the opportunity on checkout to choose whether we should wait to despatch the whole order as one, or send items as they become available.

DELIVERY

Standard & Express Options

Our preferred ship partners are DPD Royal Mail. We are able to offer quick and reasonably priced delivery to the United Kingdom. In certain situations, we might have to upgrade your delivery from a Royal Mail service to a courier service. For example, if your order is a high value or particularly bulky, it might be more efficient to send it with a courier if this is the case you will not be charged any further carriage costs, we would rather your order be delivered in its best condition rather than by the cheapest option.

On checkout, you can happily specify your delivery address, which can be different to your billing details. Our advice, if at work, get your order delivered to you there - our packaging is discreet, and it will save a visit to your local depot if you miss it whilst away from the house.

Order tracking

Your order will be fully traceable until delivery to your door. This service will also include emails directly from the delivery company, and offer helpful options such as having your package delivered to a neighbour, held for a period of time (if you are away for example), or in some cases, even delivery to a new address at your request.

Where to go if you miss your delivery

This sometimes happens and if it does all our rouriers will place a delivery ticket through your letterbox informing you of the collection location and contact details,your order will most likely be held at your local postal office, or the place where you usually go to pick up a missed postal delivery from the chosen courier service.

APPAREL & ACCESSORIES RETURNS

Any item ordered from Swiss Outdoor Sports can be returned for a refund within 60 days of order receipt. We provide return address details on your packing slip - please make sure to complete all your details including the reason for return to help process your refund quickly and correctly.

Please send your item(s) back to us using a suitable Royal Mail or courier service as you see fit. You may wish to use a tracked service for peace of mind, but do bear in mind that we can only accept responsibility once they arrive back to us.

Helpful return notes:

• Please do not remove tags or labels from an item. Unfortunately, if tags are removed, we will not be able to accept the return
• Retain the packaging that protected an item, and return it along with the item
• Items should be unfitted and unworn (apart from an initial try on or examine)
• Steer clear of strong perfumes or deodorants that may leave a scent or mark on apparel when trying on

I received an incorrect item or my item was damaged in transit

On the rare occasion that we ship you an incorrect item or your item arrives damaged, please get in touch with us so that we can resolve the issue as quickly as we can. If your parcel is noticeably 'damaged in transit' you must sign for it as such otherwise we will not be able to take any responsibility for any damage caused.

Resolutions in both scenarios are subject to the following conditions:

• You must notify us within 7 days of receipt.
• Goods must be in original packaging (even if they are damaged)
• Goods must not be fitted or used.
• Please include a postal receipt

 

TENT RETURNS

How to send back an unwanted tent.

We really hope that you love your new tent, but, if you do have to return it, then please contact us beforehand. You'll have to cover the cost of shipping the return to us, but apart from that, as long as it comes back to us in the same condition we sent it out to you, then all will be fine. Please note that if you have taken the tent out of its box, then it's really important you repack it carefully so that it comes back to us in the same condition in which we shipped it. If in doubt, contact us for some advice!. Please note that if you have used your tent on a camping trip we will need to inspect it on returning it to us which may delay your refund.

Repayments

Refunds will be processed back to your original method of payment within 30 days of your return arriving back with us here. They can take up to an additional 4 working days to arrive in your account depending on your bank’s policies.

WARRANTY

Problems with your item(s)

We stand by all of the products we sell at Swiss Outdoor Sports, but even with the best will in the world, sometimes issues can occur. From a belligerent zip to a suicidal trouser button, things can of course break. If one of your purchases fails to meet your expectations, performs less than admirably, or unexpectedly fails during use, then please contact us to arrange a warranty return.

As with all of our returns, they should be accompanied with a returns form. If it is a warranty, the chances are that you have already been in touch – but if you have not got a returns form, just ask.

 All warranties are subject to the following terms:

• We do not warrant against: failure or damage due to misuse such as, but not limited, to incorrect installation, poor maintenance, abuse or neglect, using the product for something other than its intended purpose, alteration of the product unless expressly permitted in writing by Swiss Outdoor Sports. Nor does it cover general wear and tear on outdoor equipment, footwear or clothing
• Corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials that occurs after extended use will not be covered under warranty.
• After the initial 60 day period Swiss Outdoor Sports Reserve the right to repair/replace any defective part under warranty.
• Warranty is non transferrable and applies to the original purchaser only.
• Proof of purchase is required with all potential warranty claims, your original order number will suffice
• Any item that is repaired or replaced under warranty will be covered by a period equal to the remaining warranty period of the original part.
• Usage during competitions, events, or activities other than those for which the product has been conceived will greatly reduce its useful life and is not covered under warranty.
• Costs incurred as a result of loss of use, as well as labour charges for part replacement or changeovers are not covered.
• If near the end of a given warranty period and a repair/replacement is not possible we reserve the right to offer: a. an alternative of equal or greater value (colour may vary) or b. a partial refund proportional to the remaining life of the product.

When we receive the goods, we will carry out a warranty inspection.

If goods are returned in an ‘unhygienic’ state, we will not be able to carry out a warranty inspection and will return the product following payment of postage.

There are a number of different warranty types as follows:

In-House Warranty

• Warranty claims will now be assessed in house by our team, or by the suppliers accredited technicians.
• We will examine your returned item and contact you with the options available to you.
• If your claim is found to be warrantable and we stock it we can repair/replace your item from our own stock.
• If deemed warrantable and a repair is not possible we will carry out your instructions as per your warranty claim form.

Back to Supplier Warranty

• The manufacturer/supplier may require us to return the item back for a thorough examination before repair or replacement can take place
• If this is the case, we will inform you of approximate turnaround time.
• We will liaise with the supplier and work hard to keep your claim moving swiftly towards its conclusion.
• Unless resolved, we will contact you after two weeks with an update.

Limitation of Liability

• At all times our acceptance of an order takes place on despatch of the order, at which point the purchase contract will be made and you will be charged for your order.
• All offers are subject to availability and while stocks last.
• All prices are quoted in pounds sterling (£) and include Value Added Tax (VAT) at UK rates. It may be necessary to adjust prices in the event of an increase in VAT rates, or as a result of a manufacturer price increase. Customers are entitled to a full refund if this is not acceptable.
• If any prices are displayed inaccurately online we reserve the right to cancel and refund the order without further liability.