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 either issue an exchange or refund.
For any exchanges, we cover the postage back to us and out to you again (UK only). We provide a pre-paid returns label which is on the bottom of your invoice for your convenience. You can also find one on the website by logging into your account and starting the returns procedure.
Please note: the postage label is not free for refunds. The cost for this will be deducted from your total refund which is £3.50.
Original outward postage will be refunded under the Distance Selling Regulations if an entire order is returned to us for a full refund within 7 working days of receipt of the order. For orders returned after the 7 days of receipt of the order the outward postage will be not be refunded.
Please ensure that you obtain proof of postage for both refunds and exchanges when sending items back to Webtogs HQ as we cannot be liable for any items that go missing. For items over £250, we recommend using a signed for service to ensure that they are returned back to us with sufficient insurance. Please also note that our returns label is for items up to 5 kg. Any parcels over that weight, you will need to arrange and pay for your own return.
Post your items to Webtogs, Unit 14A, Bennetts Field Industrial Estate, Wincanton, Somerset, BA9 9DT making sure you write either your order number or RMA number on the outside of the pack.
Customers outside the UK
For customers outside the UK, you are responsible for any postage costs in sending item(s) back to us. Please note, you cannot use the pre-paid returns label provided for UK customers, please use the label you can download here.
For exchanges, we will charge postage back to you if the exchanged item(s) are under our free delivery price break point.
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. 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 clear 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.
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 webtogs.co.uk sending you a replacement for a damaged, defective or wrong item, you must return the original item to webtogs.co.uk within 30 days. webtogs.co.uk 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 webtogs.co.uk 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 to the relevant brand for inspection. Please note that this guarantee is in conjunction with the manufacturers warranty.