Returns, Refunds and Guarantees
We reserve the right to request proof of address or identity in order to combat fraud and chargebacks. This will not be requested for any verified Paypal address but for higher value orders to non verified addresses we will ask. We are very sorry if we do ask you, no offence or implication is being made but we have been burned by fraudsters and now have to take this extra security step.
While we aim to only sell quality brand name products now and again problems will come up. Other times it may be that the product does not suit the purpose you hoped it would, does not fit or is an unwanted gift, such things can happen.
When such problems happen we'll sort them out. There are a few (very few) conditions and the process for returns is at the bottom of the page.
Above all, when there is a problem please contact us first, don't just send an item back as we might need to give you specific instructions on where and how to send it. Un-notified returns will take longer to process so it is important to follow this simple process.
Returns and refunds
You can return a product for any reason within 30 days of arrival. Just return them it unused, in the original undamaged packaging, in a saleable condition, with your receipt and we’ll give you a refund, replacement or exchange against a different product.
So if you have any doubts about a product on arrival please keep all packaging, seals and shrink-wrap intact and, if they are present, do not remove any labels, or tags and accessories.
When posting back please do not put tape or labels on the goods packaging.
If either the goods or the packaging are not in a re-saleable state, then we may decline your exchange / refund request.
Buyer is responsible for cost of return shipping unless it is defective. Return costs of defective items will be paid back after inspection of product. We will cover return costs by standard sign for postal services. We do not refund costs of premium or couriers.
Exchanges and swaps
Exchanges and replacements are processed within 4 days unless the required product is out of stock. In such a case we will inform you as soon as possible of the expected delay in the product, any possible alternatives or offer a refund if there is no acceptable alternative.
You will have to pay the difference if the goods you require are more expensive than your original order and we will refund you any difference if the goods you require are any cheaper than your original order. You are however responsible for return postal costs. Any items are your responsibility until they have been received by ourselves. Once we have completed your exchange, we will notify you via email (where applicable). We will always send replacement goods to your original shipping address, unless notified otherwise.
Faulty or incorrect products
When you receive your order please inspect it immediately and advise us of any problems within the 30 day returns period.
Refunds or replacements are given upon original item receipt and inspection of original item.
After the returns period we will help if at all possible and advise you how to enact warranty provisions from us, the prime supplier or manufacturer.
Most items have manufacturer warranty. If the goods become faulty through defective material, or poor workmanship, but not normal wear and tear, they should be returned for our inspection immediately.
If necessary the item may have to be returned to the manufacturer for testing, which could take up to 28 days. In the event of faulty goods needing to be returned, you must ensure that the goods are suitably packaged and that they are accompanied by a clear printed letter of explanation and a copy of proof of purchase.
If faulty footwear is being returned, please ensure that they have been cleaned of excess mud first - for Health & Safety reasons we are unable to process dirty products.
The cost of returning faulty goods is not covered under warranty and must be met by yourself if the return is after the initial 30 days from arrival period. Naturally any repaired or replaced goods will be sent back to you free of any carriage charge.
Refunds will normally be processed within 2 working days i.e., Monday-Friday (normally faster)
Refunds will be credited to your original method of payment and an email will be sent to confirm when this has been done.
Returns and refunds related to quantity discount special offers
Please do not buy extra numbers of items to get a discount or free product with the intention of then returning product!
All discounts are prorated and deducted from the regular price of all items in a special offer. Discounts on the related item(s) will be distributed proportionally to the primary item so that buyers will not be given the full discount on items they keep when returning the primary item only.
If a special offer discounted item is returned only the discounted value paid will be refunded NOT the full face value price. refund. If a primary full price item bought within a 3+ basket order is returned then the refund will be prorated according to the adjusted value of the order. We reserve the right to refuse returns if we believe a special offer is being abused or gamed in any way.
We adhere to the EU Consumer Rights Directive 2014.
Returns ProcessPlease contact us first with your problem or situation and we will agree the course of action - This can be very important as sometimes, especially with scopes, problems (with for example zeroing or windage and elevation) can often be solved and an needless return avoided.
Some may also have a return to base prime supplier or manufacturer policy so returning to us will only prolong the problem solving process. So please contact us first.
- Package the item securely and ensure that it is well padded.
- Ensure that any accessories, manuals, instructions that came with it are included. This is especially important for returns of items that are not defective such as unsuited for purpose or unwanted gifts. If such items come back incomplete or damaged then this will reduce or even invalidate the refund. Any accessories purchased with item that are also being returned must be sent not fitted together e.g., if mount rings were bought as an extra item, not factory pre-packed, then they must not be fitted to scope upon return and also be in their own original packaging.
- Clothes and footwear must be clean of all mud and debris. For health and safety reasons our returns agency staff will refuse to handle dirty items and this will result in it being returned to you.
- Enclose a clearly printed or typed note stating your name, address, order number, date of order, description or problem or reason for return and what action you would like or have agreed with us.
- Unless agreed with us in advance, post back using 2nd Recorded post in the UK or standard insured service outside the UK.
- Post costs for defective products in the UK will be covered at 2nd class recorded rate (unless we're agreed another method due to a need for speed or product value etc). Outside UK at standard insured airmail outside United Kingdom service rates. We do not refund premium postal or courier costs.
In most cases - returns are to be sent to the address below - but PLEASE contact us in advance for specific return instructions.
Nickwake LLP, C/O Order Fullfilment Experts Limited,
Unit A2, Upper Nashenden Farm, Stoney Lane, Off Maidstone Road, Rochester, Kent, ME1 3QJ. UK