Policy Updated 04/12/2018
Cold Mountain Kit Ltd is in the process of closing and clearing all of its stock. Because of this our returns policy has changed. Please see details below and contact us if in doubt before you purchase.
In – Store returns
Our store at 44 Tower Bridge Road, London is now closed. Any items purchased in-store cannot be returned unless there is a warrantee issue.
Any purchases made online can be returned within 14 days (of the receipt of the item) for a full refund (this does not include any delivery charges). We do not refund postage and packing costs incurred getting the goods back to us. Please note that this is a strict 14 day policy and any items that arrive with us outside of this will be held until payment is made to send the items back to you, no exceptions.
You can download a Returns Form here.
We no longer offer exchanges as we feel this is an unnecessarily cumbersome process for both the customer and us. If you need a different size or colour then complete a return for the product you no longer want and place a new order for the correct size.
It is your choice whether to wait for your return to reach us and be refunded or to order straight away to ensure that the size you want is still in stock.
You can download a Returns Form here.
Amending or Cancelling an Order
If you would like to amend or cancel your order before with ship it out to you, please get in contact with us as soon as you can. If your order has not been dispatched we’ll be able to add/remove/change products or cancel your order and issue a full refund. You can of course email us about this, but it’s likely to be easier if you can phone us in the shop.
In the rare event that you discover a fault with your goods, please contact us before sending them back. We may need to send the faulty goods back to the manufacturer for them to take action. They may refund, replace or repair the item under their warranty terms. Please note that this may take up to 30 days, but is usually dealt with by the manufacturers much quicker.
If you are returning faulty goods we will only refund you the postage costs if you consult with us about the method of return, and we agree that the price is reasonable.
If you are returning goods from outside of the UK, please contact us first.
Important Information On all Returns
We cannot be held responsible for returned goods that do not reach us, so we would always advise that you take out insurance with your postage provider (usually for as little as £1).
If we receive items that in our opinion have been used in any way, or if the original packaging is missing or seriously damaged we will not give any refund and will expect you to pay for the item to be posted back to you. We understand that you may need to remove the item from its packaging to try it on, and we are reasonable about this, as long as it is clear you have been as careful as possible and we are able to re-sell the item as new.
We absolutely will not accept the return of any rock boots if they have been used in any way whatsoever, even just to try on a hold! Please try your boots on in your own home in a clean area.
If you are returning faulty or mis-delivered goods we will only refund you the postage costs if you consult with us about the method of return, and we agree that the price is reasonable.
In the very unlikely event that you receive products that do not match those which you ordered, please contact us immediately and we will agree the return process. Please note that we are only able to reimburse customers for postage paid if we agree the price is reasonable and have a copy of the postage receipt sent to us.
Like all retailers, we do not accept the return of any DVD’s or books unless there is a fault, to prevent copying of information.
Our returns policy is in full accordance with and exceeds the Consumer Contracts Regulations 2014.
Like everyone, we occasionally make mistakes. We ALWAYS rectify these as soon as possible and make sure our customers are reimbursed for any expense incurred.
The vast majority of people do understand this, but the unfortunate side effect of virtual communication is that a small proportion of people seem to forget that they are dealing with human beings, and become unnecessarily rude, profane and sometimes downright abusive. Any emails that we receive that are like this will be ignored, until we receive a reasonable one.
You are more than welcome to provide your Skype address so that you can say it to our faces, but please don’t write in an email!