Covid-19 impact on returns
Due to the need to quarantine returns for 72 hours and reduced staffing levels as a result of social distancing requirements, it is currently taking longer than usual to process returns. Please allow 5 working days for your return to be processed and any exchanges or refunds to be arranged.
We apologise for any inconvenience and will endeavour to process returns as quickly as possible.
We want you to be delighted with your purchase and we realise that with many products, such as clothing and footwear, it is not always possible to be completely sure that the fit or other features of the product are exactly what you want, no matter how comprehensive the information is on the website.
For this reason we are pleased to offer a refund or exchange of your purchase (at your discretion), provided the item is returned unused, in its original condition with all tags and supporting information (such as packing notes) within 30 days of you receiving it. We will extend this period for International Customers where returned items are held up in transit. All refunds will exclude any Postage paid such as for faster UK deliveries or postage for overseas orders, except when the goods are faulty.
Christmas Refunds - Because of the nature of the Christmas season we extend our returns policy such that any goods bought during November and December may be returned by 10th January for a full refund. Christmas Refunds for International Customers - Any goods bought after November 1st may be returned by the end of January for a full refund.
A refund under these circumstances will be made without quibble, however it would be useful for us to know the reason for the return as this will assist our customer service in the future.
It is up to you to pay the postage to return any items to us. We recommend that you use a signed for service as we cannot accept any responsibility for parcels that go missing on their way back to us.
We recommend using the Royal Mail Recorded Delivery Service to return goods, this will ensure that there is proof of delivery and insures the goods whilst in transit. We are not responsible for losses during return transit.
We are unable to accept returns for special ordered items that we do not stock. This does not affect your statutory rights if the item is faulty.
You don't need a returns number - or anything like that - simply parcel the item up and send it back to our address:
Ultralight Outdoor Gear Ltd
Unit 2 Tees Valley Court
Wynyard Business Park
Please be aware that some Post Offices have told customers that they can return items for free. This is incorrect and Royal Mail will not deliver the parcel resulting in a delay as it is returned to the sender.
Please remember to include instructions or a note so that we know who its from and if possible the reason for the return. If you are returning an item for exchange to another size etc.. remember to include your instructions in the parcel. We also recommend that if you are returning it using Royal Mail that you use the 'recorded delivery' service.
PLEASE NOTE: FOR HYGIENE REASONS WE CANNOT ACCEPT RETURNS OF UNDERWEAR AND FOR SAFETY REASONS WE CANNOT ACCEPT RETURNS OF ANY CLIMBING HARDWARE OR FOOD PRODUCTS.
Goods that are returned for refund or exchange should be in the same condition as they were received by you - i.e. All tags should be present and still attached to the garment. Folded and neatly presented. Free of any marks, dog hairs, fluff or other contaminants. Not smelling of smoke - please don't smoke when you are trying garments on or examining goods.
Please do not test pitch tents that you might want to return in the garden. We will be unable to refund or exchange tents that are marked as a result or are covered in grass etc.
Refunds for goods will be made against the method of payment used to buy them - for example if you used a credit card to pay for your order we will refund your payment back to the same credit card.
Refunds will be made for the cost of the goods only - not any shipping charges. Therefore if you buy and item and pay for 'Next Working Day Delivery', the payment for 'Next Working Day Delivery' will not be refunded. Similarly for International customers the shipping charge associated with any order will not be refunded. However if an item is return for exchange - WE PAY for shipping the new item to you.
In the first instance you should pay the return postage to us - if the goods are being returned because they are faulty then we will re-imburse you for the return postage. If you are returning the goods because you don't want them (for any reason) then the return postage will not be re-imbursed.
We recommend using a tracked delivery service to return goods, this will ensure that there is proof of delivery and insures the goods whilst in transit. We are not responsible for losses during return transit.
If you return an item to us for an exchange - perhaps to a different size or colour - you will pay to return the item to us, we will pay to send the new item out to you. This applies to UK and International orders.
Because of the nature of the Christmas season we extend our returns policy such that any goods bought from the beginning of November may be returned by 10th January for a full refund.
Goods must be returned in good condition and along with all tags and packaging with which they came. A refund under these circumstances will be made without quibble, however it would be useful for us to know the reason for the return as this will assist our customer service in the future.