Returns and Exchanges
Change of Mind Returns & Exchanges Policy
Thank you for buying a Kathmandu® product. Kathmandu is proud to offer quality outdoor gear for travel and adventure that is built to last. We hope that you are fully satisfied with your Kathmandu product.
Please note that any rights you have under this Policy in relation to your Kathmandu product are additional to any rights you may have under consumer laws, such as the Sale of Goods Act (UK).
All Change of Mind refunds are issued at the discretion of Kathmandu. We reserve the right to refuse a refund or exchange for a Change of Mind request if it does not comply with these conditions.
Our Change of Mind policy does not apply to selected “Base Layer” products for hygiene reasons. Selected Base Layer products include any item of clothing or underwear designed to be worn next to the skin.
Please contact us by email to email@example.com or by phone on 0800 066 5018 for national calls or +44 117 927 3912 for international calls if you have any queries or require any assistance concerning this Policy.
Change of Mind for Purchases Made In-store
If you change your mind about your purchase, we are happy to offer an exchange or a Kathmandu Gift Voucher to the value of the purchased goods. This excludes goods sold as “seconds” and underwear. Kathmandu Gift Vouchers or Gift Cards cannot be exchanged or redeemed for cash or other tenders.
For change of mind returns, goods must be returned to a store in original condition with proof of purchase within 28 days of the purchase date, and within 14 days for clearance items.
Change of Mind for Purchases Made Online
If you change your mind about your purchase, we are happy to offer an exchange or a full refund to the value of the purchased goods. This excludes goods sold as “seconds” and underwear. eVouchers cannot be exchanged or redeemed for cash or other tenders.
For change of mind returns, goods must be returned in original condition with proof of purchase within 28 days of the purchase date. You may either return the product in person to one of our stores; or return the product to us by post, along with either the order confirmation email or a completed Product Returns Form. Please see details below for information on our Online Returns & Exchanges Process.
We will provide any refund for a product purchased online in the same form as your original payment and within 30 days of us receiving the returned product. We will notify you by email once we have processed your refund.
Online Returns & Exchanges Process
For online purchases, simply fill out the bottom section of your packing slip, indicating whether you would like to return the item or exchange for another one (please provide details). Alternatively, you can download a Product Returns Form and fill out the appropriate sections.
Please send your completed form and item/s to:
Kathmandu (UK) Ltd
11-13 Queens Road
Clifton, Bristol BS8 1QF
If you have created an online account your order details can be found in the My Orders section.
If you have a local Kathmandu store, simply take the item in store, with your proof of purchase (i.e. a copy of your email invoice) and speak with one of the management team.
For online purchases made as a ‘Guest’ customer, we are only able to arrange an exchange by creating an ‘Online Account’. Unless we are instructed otherwise, we will create an ‘Online Account’ for all ‘Guest’ customer exchanges. Alternatively, we can arrange a refund via the original payment method, so that another ‘Guest’ purchase can be placed independently.
If you require any further assistance please contact us firstname.lastname@example.org or on 0800 066 5018 for national calls or +44 117 927 3912 for international calls.
How to Package an Item for Return
To ensure that the item arrives in original condition, it is important that the packaging used is robust enough to protect the item. Please include the bottom section of the original packing slip or the completed Product Returns Form. However if you are unable to include the packing slip, please ensure that your order number, name and billing address are included on the Product Return Form.
For all returns that relate to a “Change of Mind” postage must be paid by the returnee and will not be refunded.
We recommend that you obtain proof of postage and retain this to enable you to track your return.
We've extended our returns policy for Christmas 2014. Purchases made in store or online from 29th October 2014 can be returned up until 31 January 2015 subject to our usual refund and returns policy terms and conditions.
Refunds for Change of Mind
Online purchases from Kathmandu will be credited against your original method of payment within 30 days of receiving the returned item.
You will be notified via email once we have processed your refund.
Exchanges for Change of Mind
Please ensure that you clearly describe the reason for Exchange on your packing slip or Product Returns Form and details of the replacement item or items you require. Please also provide a daytime contact number.
All return postage must be paid by the returnee. Delivery charges for the replacement item will be at Kathmandu’s expense. However, in exceptional circumstances we reserve the right to pass on delivery charges for exchanged goods.
We cannot refund original shipping charges unless an error occurred on our part in shipping your order.
If you need to cancel your order please contact us immediately on 0800 066 5018 for national calls or +44 117 927 3912 for international calls. If your order has not been despatched we will cancel this and organise a refund or exchange.
If your order has been despatched you will need to follow the returns procedure outlined on your packing slip or download a Product Returns Form.
We are pleased to offer our customers the chance free of charge to recycle their old electrical items when buying new electrical equipment on a like-for-like basis. To return your old items simply send them back to us within 28 days of purchasing your new item, please include a copy of your invoice or a note referencing the order number to the following address:
11-13 Queens Road
Unfortunately we cannot refund postage costs for WEEE returns at this time, but you can be assured any item returned will be disposed of in an environmentally responsible way in accordance with the WEEE regulations summarised below.
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis. Unwanted electrical equipment is the UKs fastest growing type of waste.
Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health. We are pleased to offer our customers the chance to recycle their old electrical items when purchasing a new item from us. To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.