Returns

You have 60 days to return anything unused, free by post or to any of our shops. We refund within 5 working days of getting it back.

What you can return

Anything unused, in its original condition and with the labels still on, within 60 days of the day you received it or bought it in a shop. Bring your receipt, your order number or the card you paid with. If you're a Club member, your purchases are in your account, so we can find them without a receipt.

Try boots and shoes on indoors, on carpet, with the socks you walk in. Once they've been worn outside we can't take them back as unused, though a fault is a different matter (see below). You can pitch a new tent once at home to check the size, as long as it comes back clean, dry and with all its pegs.

Return to a shop

Take it to any of our 128 shops, whichever one you bought it from and whether you bought it in a shop or online. If the shop has the size or colour you want, we can swap it there and then. Otherwise we'll refund you.

Return by post

1. Find the order in your orders and choose the items you're sending back.
2. Print the free returns label, or save the code to show at a drop-off point.
3. Pack the items securely, in the original packaging if you still have it, and take the parcel to a drop-off point.

Keep the proof of postage until your refund arrives. For a big family tent, call customer services on 01632 960 123 and we'll arrange a collection. Gas cartridges and stove fuel can't go in the post, so take them back to a shop, unopened.

Refunds

We refund to the card or account you paid with, within 5 working days of the return reaching us. If you bought at members' prices, you get back what you paid. Any repair credit you earned on the items comes off your balance. Returns on a gift receipt are refunded on a gift card.

If you send back a whole order within 14 days of delivery, we refund the delivery charge too (up to the cost of standard delivery).

Faulty items

If something goes wrong with kit you bought from us, bring it into any shop or call us. Your rights under the Consumer Rights Act 2015 apply on top of our 60-day returns:

• Within 30 days of delivery, you can reject faulty goods and get a full refund.
• After 30 days, we can repair or replace the item. If that doesn't fix it, you can ask for a refund or a price reduction. After six months, a refund may be reduced to allow for the use you've had.
• For the first six months, we assume the fault was there when you got it unless we can show it wasn't.
• You can bring a claim for up to six years after delivery (five years in Scotland).

Normal wear is not a fault. Soles wear down with miles, and a waterproof's outer fabric needs washing and reproofing to keep shedding rain. We can help with both: boots go to a specialist workshop in Northamptonshire for resoling, and our repair benches wash and reproof waterproofs.

Hale waterproofs and packs also have our lifetime repair promise. Tear it, bring it in, and we will repair it for as long as you own it. See repairs.

Things we can't take back

• Food, and anything with a hygiene seal that has been broken, such as a water reservoir or a mouthpiece.
• Opened gas cartridges and stove fuel.
• Gift cards.

Hired kit goes back under the hire terms you agreed when you booked. See hire.

Trade in your worn kit

Worn kit can't come back as a return, but Club members can trade in Hale and Swift kit at any of our shops for a credit voucher worth up to £40. We clean it, repair it at Huntworth or on a repair bench, and sell it again through Hale Again at 40% to 60% of the new price. Read how trading in works.