Shopping Terms

Our returns policy

We offer a 12-month no quibble guarantee on all goods and purchases from Freedom Adventures Ltd.
Once purchased, if you find that the product isn't quite what you wanted, it may be returned for a replacement or a full refund.
If you have a problem, you can always get help and advice by emailing us or calling on 0800 680 9033 or 02380330865

Guarantee

All products are guaranteed against failure due to defective workmanship or materials. The guarantee lasts 12 months from the original invoice (unless otherwise stated) and excludes faults caused by accident, neglect or misuse.

Should you need to make claim please return the item with a copy of the original receipt to any of our stores or our customer services department at:

Freedom Adventures
St Marys Leisure Centre
St Marys
Southampton
SO14 0BL

Please indicate clearly the area or part that has failed and for health and safety at work regulations please ensure that the items are clean, dry condition, otherwise they may be returned to you without attention.

Returns and Exchanges

If you find you purchase is unsuitable for any reason we will exchange it or refund the cost. To enable us to do this please return the goods to us with a copy of your original receipt / invoice within 28 days. We can only accept returns if you:

Enclose the original purchase receipt
Return all original packaging and labelling
Ensure the product is in new and unused condition
Specify clearly REFUND or EXCHANGE

Faulty Goods

If you find a fault with a new product please return it to us within 28 days providing clearly written details explaining what is wrong. You should still enclose the original receipt and all packaging. We will exchange the item or refund the full cost, including any delivery charges incurred, where appropriate.

When returning faulty goods be aware that items are returned to supplier and the refunds or exchanges of faulty goods may take up to 15 working days whilst the manufacturer processes the return. If however it is very clear that the item is damaged we may jsut offer an exchange or full refund immediately before waiting from the manufacturer.

Tips: We recommend that all items be returned either by SPECIAL or RECORDED delivery with adequate insurance and make a note of the tracking number. Also put sender details on the reverse of returned goods.

Returns

You can return goods you have purchased, as long as they are returned in a new and unused condition. We do ask for proof of purchase and that the goods are returned within 28 days of purchase.

Refunds of postage will only be paid for the return of faulty goods.

Climbing Equipment Returns Policy

Please note that for your safety we are unable to exchange or issue a refund for any new and unused climbing equipment once it has left our premises. Please bear this in mind before you make your purchase. (This does not affect your statutory rights)

My Freedom Account