At Altimus, we understand that occasionally, you may need to return or exchange a product. We aim to make this process as smooth and fair as possible. Please read our Returns & Exchanges Policy carefully to understand the guidelines and procedures.

Overview

Our Returns Policy is aligned with your statutory rights. In the event of any conflict between this policy and your statutory rights, your statutory rights will always take precedence. Any conflicting provisions in this policy will be considered null and void.

Returns (Refunds & Exchanges)

Timeframe for Returns & Exchanges

If you're not satisfied with your purchase, you must return the item within 14 days of receiving it. This applies to items bought online or over the phone, as long as you have valid proof of purchase.
Returns beyond 14 days will not be eligible for a refund or exchange unless the item is faulty, in which case your statutory rights apply.

Eligibility Criteria

To qualify for a refund or exchange, the item must be:

• Unused and in original condition
• In original packaging with all accessories, labels, and any included free gifts
• Accompanied by a receipt or valid proof of purchase

Your Rights Under the Consumer Rights Act

Under the Consumer Rights Act, you have the right to reject goods if they are:

• Of unsatisfactory quality
• Unfit for purpose
• Not as described

You can request a full refund within:

• 14 days for distance (online/phone) sales
• 10 days for in-store purchases

After these periods, you may be entitled to a repair or replacement, but not necessarily a full refund.

Items Not Eligible for Return

The following cannot be returned, unless faulty and not disclosed at the time of purchase (online orders have a 14-day return window):

• Personalized or custom-made products
• Perishable goods
• Underwear, nightwear, thermals and swimwear
• Mattresses and sleeping bags
• Pharmaceuticals and supplements
• Magazines
• Items with fur trims
• Limited-edition items
• Millinery and hair accessories
• Intimate garments (e.g., face masks, underwear, swimsuits) due to hygiene reasons
• Sale or clearance items

Refund Process

Once your return is received and inspected, you will receive an email confirmation. If approved, your refund will be processed and credited to your original payment method within 14 calendar days.
Please note: Delivery charges will only be refunded if authorized in advance by our customer service team.

Partial Refunds

In certain cases, only partial refunds will be 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 a restocking fee:
  1. A £30 deduction for items valued over £150
  2. A £15 deduction for items under £150
• Returns received after 28 days will not be eligible for a refund — a credit note will be issued instead
• If you reject delivery for any reason:
  1. The original postage cost will not be refunded
  2. Any return shipping costs incurred will be deducted from your original payment
• For international orders:
  1. Any additional customs charges, duties, or return-related costs will also be deducted from your refund

Late or Missing Refunds

If you haven't received your refund:

1. Recheck your bank account
2. Contact your credit card company
3. Contact your bank

Still no refund? Email us at customerservice@altimus.co.uk

Faulty Items

Items returned as faulty within 30 days will be assessed by our returns team. If confirmed as a manufacturing defect, a full refund will be issued. If not, the return will be handled according to our general returns policy.

Exchanges

We offer replacements for items that are defective or damaged, subject to stock availability. If a replacement is unavailable, a credit note will be issued.

Gifts

• If the item was marked as a gift and sent directly to you, you'll receive a gift credit once the item is returned.
• If the item wasn't marked as a gift, or was shipped to the gift giver first, the refund will go to the gift giver, who will be notified.

How to Return an Item

To initiate a return, please email customerservice@altimus.co.uk with the following information:

• Your contact details
• Order number or receipt
• Reason for return

Our customer service team will guide you through the return process.

All returns must be sent to the following address:

Altimus Retailers
Unit 27, Robert Cort Industrial Estate
Britten Road
Reading
RG2 0AU

Please include a completed returns slip in the package. If you do not have a returns slip, kindly enclose a handwritten note with the following details:

• Your order number
• Your phone number
• The reason for the return
• The preferred action (refund, replacement, or exchange)

Providing this information will help us process your return efficiently and without delay.

Shipping Costs & Liability

• Customers are responsible for the cost of return shipping, which is non-refundable (unless pre-approved for faulty or incorrect items).
• If a refund is approved, any return shipping cost may be deducted from your refund.
• Use a trackable shipping service or purchase insurance for items over £50, as we cannot guarantee receipt of returned items.
• Contact us before returning faulty or incorrectly received items — no postage refund will be given without prior approval.

Pricing Policy

We reserve the right to amend prices in response to:

• Changes in VAT
• Significant currency fluctuations affecting import costs

In rare cases where an item is incorrectly priced on our website, we reserve the right to cancel the order and issue a full refund unless an alternative agreement is reached.
Prices listed on www.altimusoutdoor.com apply only to online purchases and may differ from in-store pricing.

If you have any questions or require further assistance, please contact us at customerservice@altimus.co.uk . We're happy to help.