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Returns & Exchanges

Kathmandu is proud to offer quality outdoor gear for travel and adventure that is built to last. We believe you will be fully satisfied with your Kathmandu product. However, if you have any concerns, please contact us.

We are committed to complying with all obligations under consumer law. If you change your mind about your purchase, please read our Change of Mind Returns and Exchanges Policy.






 

 

If you have received a damaged or faulty item call please contact us to discuss your available options.

Change of mind
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If you change your mind about a purchase, you can return the item. This applies to sale, clearance and full-priced items. You cannot exchange or return selected base-layer items such as underwear, for hygiene reasons, or goods sold as ‘seconds’.

Goods bought online or in-store must be returned in original condition, with proof of purchase, within 28 days of the purchase date, or within 14 days for clearance items

Change of mind for online purchases

You can either return the item to one of our stores or send it by post. We do not cover the cost of delivery for change-of-mind returns. Return postage must be paid for by the returnee.

We will provide a refund on online order/s in the same form as your original payment. We will notify you by email once we have processed your refund. For more information, see Returns within the UK.

Change of mind for in-store purchases

If you change your mind on an item purchased in-store, you can exchange this for another item or receive a credit note to the value of the purchased goods.

Goods must be returned in original condition, with proof of purchase, within 28 days of the purchase date. All returns of goods purchased in-store must be made in person at one of our stores.

Gift card returns
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If you return a purchase made by gift card, we will give you a replacement gift card or credit note to the value of the purchased item.

For online purchases that use a combination of payment methods (e.g. gift card and credit card), the value for each tender will be placed against the original payment method, with the balance being refunded to the gift card first.

WEEE returns
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We are pleased to offer our customers the chance to recycle their old electrical items when buying new electrical equipment on a like-for-like basis, according to the Waste Electrical and Electronic Equipment (WEEE) regulations.

To return your old items, simply send them back within 28 days of purchasing your new item. Please also include a copy of your invoice, or note referencing your order number, and send to:

WEEE Returns
Kathmandu Ltd
11-13 Queens Road
Bristol
BS8 1QE

We cannot refund postage costs for WEEE returns; however, you can be assured any item returned will be disposed of in an environmentally responsible way in accordance with the WEEE regulations. For more information, visit the WEEE regulations website.

Returns within the UK
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You can return items purchased within the UK if they are damaged, incorrect or you have changed your mind. All returns must also be received within 28 days of the original purchase date, or within 14 days for clearance items.

If you bought online, we will issue a refund once we have received the items in our warehouse and have processed your request. Refunds will be issued in the same tender as your original payment and include the cost of delivery for damaged or incorrect items. We do not cover the cost of delivery for change-of-mind returns.

You can return an online purchase to one of our stores or by post. Please remember to ask for a receipt as proof of return and to track your delivery. We take no responsibility for returns lost in the delivery process. You will need to contact your delivery provider to locate your parcel.

We will notify you by email once we have processed your refund. It will then take an additional four to five business days for the refund to show in your account. Refunds may take longer to process during sales periods or for international returns.

If you bought in store, you must return items in person to a store with proof of purchase, such as a receipt or sales invoice. You can opt to exchange the item or receive a credit note.

For enquiries about returns, contact us.

Christmas returns

We've extended our returns policy for Christmas 2014. Purchases made in store or online from 29 October 2014 can be returned up until 31 January 2015 and are subject to our usual returns terms and conditions.

International returns
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On international orders, we offer a refund for damaged, faulty or incorrect items received, or a change of mind. However, we will not reimburse the cost of return shipping, or accept liability for customs duties or taxes. Before returning a damaged, faulty or incorrect item please contact us to discuss. If an alternative product is required, you will have to place a separate order for this.

You can return an item by post using any international postal service or courier. We recommend you mark your parcel as ‘returned goods’ to avoid customs delays. We take no responsibility for returns lost in the delivery process. You will need to contact your chosen courier to locate your parcel.

It can take up to 21 working days (excluding weekends and public holidays) for international returns to be received by our warehouse. Please also allow three business days from the date of receipt for your return to be reflected in our system.

We will send an email to confirm your refund. It will then take up to 10 business days for the refund to show in your account. Refunds may take longer to process during sales periods or if they fall close to a public holiday.

Returning an item by post
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To return an item by post, follow the returns procedure on your packing slip or download the Product Returns Form and fill it in. Make sure you include the reason for requesting a refund or exchange. For exchanges, please also specify the size and colour of the replacement item/s. Do not include your credit card details on this form or in any correspondence.

To protect your return from damage during delivery, please use strong external packaging. Please send your completed slip or form and item to:

Online Returns
Kathmandu Pty Ltd
11-13 Queens Road
Clifton, Bristol BS8 1QE
United Kingdom

For all returns that relate to a change of mind, postage must be paid for by the returnee and will not be refunded. We also recommend you obtain proof of postage to track your return. We will notify you by email when we have exchanged your returned items or processed your refund.

Please note: If you have created an online account, your order details can be found in the ‘My Orders’ section of My Account.

Returns & Exchanges Policy
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Any rights you have under this policy in relation to your Kathmandu product are additional to any rights you may have under consumer laws.

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. Base layer products include any item of clothing or underwear designed to be worn next to the skin.

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 have any queries or require any assistance concerning this policy, please contact us.

 
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