Returns and exchanges
If you find your purchase unsuitable for any reason, we will exchange it (subject to stock availability) or refund the cost of the item*.
To enable us to do this, please download and complete our RETURNS FORM specifying clearly REFUND or EXCHANGE and send it back to us within 28 days of purchase, ensuring that;
The goods are in a new and unused condition, with all original packaging and labelling enclosed
The original purchase receipt or invoice is enclosed
*Note: Policy on climbing equipment and helmet returns
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 once it has left our premises. Please bear this in mind before you make your purchase. (This does not affect your statutory rights).
Faulty Goods and guarantees
All products are guaranteed against failure due to defective workmanship or materials, but this excludes faults caused by accidents, neglect or misuse. The guarantee lasts for 12 months from the original purchase (unless otherwise stated).
If you find a fault with a new product within 12 months of purchase from 0800Stores Ltd, complete our RMA Form explaining what is wrong. You should still enclose the original receipt or invoice and all packaging.
Please be aware that in order to comply with Health & Safety regulations any faulty items should be returned for assessment in a clean condition free from mud and dirt. We regret that we are unable to process items that do not meet with these criteria and we will return such items to you.
When returning faulty goods, please be aware that goods are returned to our suppliers for inspection and any refunds or exchanges may take up to 20 working days.
Consumers right to cancel
If you wish to exercise your rights to cancel an order under the Distance Selling Regulations (DSRs) you will need to inform us in writing within seven days of the day following delivery.
In this context, in writing may include letter, email or the form on the reverse of the delivery note returned with the goods. In this case we will then refund the outward postage charges but you will still need to pay to get the goods back to us.
Postage on returned items
The cost of outward postage for returned items will only be reimbursed;
in the case of faulty goods or
for an order cancelled under the DSRs or
where we have supplied a substitute for an out of stock item that you do not wish to keep.
Return shipping costs can only be refunded where we have sent the wrong goods in error. We recommend that you use a reputable courier (e.g. Parcelforce) for larger items and Royal Mail Special/Recorded Delivery for smaller items. We cannot accept responsibility for the returned goods until a member of our staff has signed for receipt of the goods.
We offer a fully tracked collection service where we will organise the collection of you order from a place and day of your choosing, this service is available Monday to Friday, 0900-1700. This service is currently available in the UK only and will cost £12.99. If you wish to use this service please contact Customer Services on 01428 713131 who will advise.
0800 Stores Ltd.
Grayshott Golf & Sports Centre
Surrey GU26 6JL