We understand that occasionally, you may need to return or exchange a product. Please read our Returns & Exchanges Policy carefully to understand the guidelines and procedures.
Returns Policy Overview
Our Returns Policy is designed to comply with your statutory rights. In case of any conflict between our Returns Policy and your statutory rights, your statutory rights will prevail, and the specific conflicting provision in our Returns Policy will be considered inapplicable.
Returns (Refunds and Exchanges)
Refunds will be issued exclusively to the original payment method used for the purchase. We do not provide refunds through alternative methods.
- Timeframe for Returns and Exchanges:
- If you are dissatisfied with your item, please inform us within 14 days of receiving your purchase. This timeframe applies to items purchased online or over the phone, provided you have a valid receipt. After this period, we cannot offer a refund or exchange.
- Eligibility for Refund or Exchange:
- To be eligible for a refund or exchange, the goods must be returned in a resalable condition. This means the item must be unused and in the same condition as received, with the original packaging, accessories, labels, and any included "free gifts" or bonus items.
- Proof of Purchase:
- A receipt or proof of purchase is required to complete the refund or exchange process. Please do not send your purchase back to the manufacturer.
- Consumer Rights Act:
- Under the Consumer Rights Act, you have the right to reject goods within a specific timeframe if they are of unsatisfactory quality, unfit for their intended purpose, or not as described, and receive a full refund. The time limit is 14 days for distance sales and 10 days for goods purchased over the counter, starting from the date of ownership (either the purchase date or the delivery date, whichever is later). Beyond the initial timeframe, you are entitled to a repair or replacement, but a full refund cannot be demanded initially.
Exclusions
The following goods cannot be returned, regardless of whether they were purchased online, in-store, or over the phone:
- Personalised, bespoke, altered, or custom-made items (e.g., customised shoes or orthotics)
- Perishable goods
- Underwear, nightwear, thermals and swimwear
- Mattresses and sleeping bags
- Pharmaceutical products
- Magazines
- Items trimmed with fur
- Limited-edition items
- Millinery and hair accessories
- Sale/clearance items unless their faults were undisclosed and they are defective
- Intimate garments such as face masks, underwear, and swimsuits for hygiene reasons
Refunds
After receiving and inspecting your returned item, we will send you an email notification confirming the receipt. You will also be notified about the approval or rejection of your refund. 4.1 Refund Processing: If your refund is approved, it will be processed, and the credit will be automatically applied to your credit card or original method of payment within 14 calendar days. Please note that unless authorised by our customer service, the cost of delivery will not be refunded.
Partial Refunds
There are certain situations where only partial refunds are granted (if applicable):
- Books or paper products showing obvious signs of use.
- Items not in their original condition, damaged, or missing parts for reasons not due to our error.
- Items returned beyond 14 days from delivery will be subject to an additional restocking fee.
- For items valued over £150, a flat fee of £30 will apply, while items under £150 will incur a deduction of £15 from the original payment.
- Refunds are not applicable for returns exceeding the 28-day timeframe; instead, only a credit note will be provided.
Late or Missing Refunds
If you haven't received your refund yet, please check your bank account again. Then contact your credit card company as it may take some time for the refund to be officially posted. Next, contact your bank. There is often a processing time before a refund is posted. If you have completed these steps and still have not received your refund, please reach out to us atcustomerservice@altimus.co.uk
Faulty Returns
If you return an item as faulty within 30 days, it will be assessed by our returns department. If the product is found to be faulty due to a manufacturing fault, a refund will be issued to you. However, if the fault is due to usage, wear and tear, or not covered under manufacturing fault, our returns department will handle it accordingly.
Exchange (if applicable)
We offer replacements for items that are defective or damaged, subject to availability. If a replacement is not available, we will provide you with a credit note
Gifts Items
- Gift Returns
- If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
- Gift Returns for Non-gifted Items
- If the item was not marked as a gift or the gift giver had it shipped to themselves to give to you later, a refund will be issued to the gift giver, and they will be informed about the return
Shipping
To initiate the return of your product, please contact customerservice@altimus.co.uk along with your details and reason for returning. Our team will advise you on the return process. You are responsible for covering the shipping costs for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. The time it takes for your exchanged product to reach you may vary depending on your location. For items over £50, it is recommended to use a trackable shipping service or purchase shipping insurance, as we cannot guarantee the receipt of your returned items.
Prices
We reserve the right to immediately change prices in the event of a further change in the VAT rate or a significant change in the value of the pound against other currencies, which could affect imported items. In rare cases where a customer places an order for a product on the website at an incorrect price, we reserve the right to refund any payment made and cancel the sales contract, unless an alternative agreement can be reached. Prices displayed on our website(www.altimusoutdoor.com) are specific to web purchases only, and prices may vary in our retail store.
If you have any further questions or concerns about our Returns & Exchanges Policy, please contact our customer service team atcustomerservice@altimus.co.uk