Our Returns Policy
ZERO hassle returns
We know how frustrating it is to receive items in the wrong size or colour. For this reason, we’ve come up with our Zero Hassle returns policy. We make it as easy possible to return items to us, for replacement or refund.
Our Zero Hassle returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 60 days of the date you received the item, complete with all packaging (clothing must have labels attached and footwear must be in the manufacturers box) and we will issue a full refund for the price you paid for the item.
For any exchanges, we cover the postage back to us and out to you again (UK only) We provide a pre-paid returns label on the website and on your invoice to make things easy. Please note that the postage label is not free for refunds however. The cost for this will be deducted from your total refund which is currently £2.20. Please ensure that you obtain proof of postage for both refunds and exchanges when sending back to Webtogs HQ as we cannot be liable for any items that go missing without this. For items over £250, we recommend using a signed service to ensure that they are returned back to us with sufficient insurance. Please also note that our returns label is good for items up to 5 kg, over that weight, you will need to arrange and pay for your own return.
Post your items to South West Mountain Sports Ltd , 14A, Bennetts Feild Trading Estate, Wincanton, Somerset, BA9 9DT. making sure you write either your RMA number or order number on the outside of the pack.
Customers outside the UK
For customers outside the UK our ZERO hassle promise is the same, but you are responsible for any postage costs we incur in sending out your replacement items. please note, you cannot use the pre-paid label provided for UK customers, please use the label you can download here.
If you want to exchange an item, for example for a different size, you will need to follow our returns procedure, sending the incorrect item back to us. When we receive the returned item, we will dispatch the new item to you. Please remember that we are only able to exchange items within 60 days of the date you received them. Items you return to us for exchange must be in their original condition.
What do we mean by Original Condition?
To return an item or items to us, under our Zero Hassle Returns policy, the items must be as new, in the condition they were sent to you in. Items must have:
- Their original labels and tags
- Boxes and packaging as supplied by the manufacturer. This is especially important for shoe and boot boxes, which must be unmarked.
- The plastic bag they arrived in, complete with the stock label.
- All parts, instruction leaflets, spares and components.
Items must not:
- Have been worn outdoors.
- Be dirty, soiled or wet
- Be marked, damaged or scratched.
For health and hygiene reasons, we are unable to accept the return of underwear where they have been worn.
Returning damaged, defective or incorrect items
We strive to offer the best service anywhere. But, very occasionally, things will go wrong. If you receive an item that’s damaged, or defective, you can return it to us, free of charge, for a replacement or full refund. If you elect to receive a replacement item, we will pay the delivery costs you incur returning the defective item and dispatch the replacement free of any delivery charge. You must return the item the cheapest way possible however, please use Royal Mail signed for where possible.
In the event of www.SouthWestMountainSports.com sending you a replacement for a damaged, defective or wrong item, you must return the original item to Webtogs within 30 days. Webtogs reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to us within 30 days of the date on which South West Mountain Sport confirms we will issue a replacement.
This returns policy does not affect your statutory rights.
We are proud to stock only the very best outdoor gear that you can find here in the UK, and Europe. We are so confident that what we stock is of the highest quality, that we want to offer a further guarantee in conjunction the manufacturers guarantee. If you find a fault with anything that you buy from us within one year of purchase due to defective workmanship or materials, we will either replace, repair or refund you (choice at Webtogs discretion).
If a fault develops, simply head to your account area and request an exchange for the item that is faulty, including as much detail as possible about what is wrong with your item. We will then get back in touch with you and get your product back for inspection. Please note that this guarantee is in conjunction with the manufacturers warranty. E.g for The North Face, they warranty against defects for two years, so you would be covered by the Tog guarantee for the first year and the manufacturers warranty for the second.