Returns, Refunds and Guarantees
In all cases please contact us by email before returning any item for any reason. Process may vary depending on product and circumstances. Out of the blue returns will not be promptly processed.
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.
Unwanted Products - Order cancellation
Can be returned within 30 days of the day you receive the order. You must return them to us in an unused and unsoiled condition, complete with their original packaging along with proof of purchase and cover letter stating reason.
Items can only be returned for an exchange/refund if they are unused and in their original packaging and have all of the barcode tags intact. Any seals and shrink-wrap must be intact and clothing, shoes and accessories must have labels or tags attached (please do not put tape or labels on the goods packaging). If either the goods or the packaging is not in a re-saleable state, then we may decline your exchange/refund request
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.
Buyer is responsible for cost of return shipping unless it is defective.
Exchanges and replacements are processed within 7 working 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
Please Note: If goods are found to be non-faulty, return postage is covered by the customer.
When you receive your order please inspect it immediately and advise us of any problems as quickly as possible.
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 inspection. Depending on the nature of the fault and product manufacturer this may be to us or to manufacturer or other service provider. We will advise you on where to send to and procedure. For example, product arrives and has clearly been damaged in transit. That will be to us. Scope cannot be zeroed or has some other operational possible fault. That return depends on the product brand.
Faulty products are replaced with new once the fault is tested for and verified. Returns to manufacturer may 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 initial cost of returning faulty goods is not covered under warranty and must be met by yourself. If a faulty is verified your return postage will be covered by way of a partial refund for the cost. Any repaired or replaced goods will be sent back to you free of any carriage charge.
Refunds will normally be processed within 3 working days i.e., Monday-Friday.
Refunds can only credited to your original method of payment. 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.
In most cases - returns are to be sent to the address below - but PLEASE contact us in advance for specific return instructions.
FAO: RETURNS, Nickwake SW Ltd, Unit 5 Alders Way, Paignton, Devon, TQ4 7QL.UK