Extended returns for Christmas purchases
We are making the gift of giving a little easier this Christmas. If you change your mind about any purchases made online or in-store between November 22 and December 24, 2019, we are happy to offer a return, up until February 28, 2020.
For most items, if you change your mind about your purchase you can return the item or exchange it (subject to stock availability).
Goods must be returned in unused condition, in original packaging (with tags attached) along with proof of purchase and within 30 days of the purchase date.
If you change your mind on an item purchased online, you can receive a full refund of the product price (any delivery charges will not be refunded) or we are happy to offer an exchange (subject to stock availability). We will provide a refund on online orders in the same form as your original payment. View our Returns Policy.
Please allow 14 business days for us to receive and process your return. We will notify you by email when we have exchanged your return items or processed your refund. It may take an additional 4-5 business days for the refund to be credited against your original payment method. Processing times for exchanges or refunds may take longer during sale periods.
Kathmandu is committed to providing you with quality products. Our gear is thoroughly tested throughout our design process and we stand behind the quality of the products that bear our name. However, in the unlikely event that you have received a damaged, faulty, or incorrect item please contact us and one of our team members will be ready to assist you by taking you through your available options.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following:
- Up to 30 days: if your item is faulty, then you can get a refund;
- Up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases; or
- Up to six years: if the item can be expected to last up to six years you may be entitled to a repair or replacement, or, if that doesn't work, some of your money back.
To return an item to Kathmandu by post for refund or exchange, 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 items (exchanges are subject to stock availability). Do not include your credit card details on this form or in any correspondence.
If your original purchase was via Ebay - please raise a return request - see instructions on Ebay and return via post.
If you purchased your product from one of our wholesale partners, such as Go Outdoors (either in store or online), please contact the retailer from whom you made your purchase directly to discuss your options.
To protect your return from damage during delivery, please use strong external packaging.
Please send your completed slip or form and item to:
c/o Davies Turner Logistics
PHASE II WAREHOUSE
Dartford Freight Terminal
Edisons Park, Crossways
Dartford, Kent DA2 6QJ
For all returns that relate to a change of mind, postage must be paid for by the returnee and will not be refunded. In the case of an exchange, delivery charges for the replacement item will be at Kathmandu’s expense. We also recommend you obtain proof of postage (such as sending via registered post) to track your return and consider taking additional insurance. 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 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.
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. Please note we do not offer exchanges for international orders. 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 business 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 be credited against your original payment method. Refunds may take longer to process during sales periods or if they fall close to a public holiday.
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.
Kathmandu vouchers or gift cards cannot be exchanged or redeemed for cash or other tenders.
Our returns and exchanges policy
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 is in addition to, and does not limit, your statutory right to cancel under the Consumer Contracts Regulations 2013.
Our change-of-mind policy does not apply to goods sold as ‘seconds’ or gift cards.
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.