Terms and Conditions

We understand that our customers are our business and are constantly striving to improve the quality of our customer service. If there is any way we can improve the level of service we provide we would love to know. Please contact us to give any feedback or suggestions as to how we may improve the service we provide.

Privacy Policy

Read about how we use the information you provide us here.

Placing Orders

We always try to be as open an honest as possible with regards to delivery times and dispatch date. If paying by card, your card will be charged at the time of order but can be refunded at any time prior to the order being dispatched upon request. If paying by PayPal, your PayPal transaction can be refunded at any time prior to the order being dispatched upon request.

Delivery

If you live in the UK mainland (excluding the Highlands of Scotland) any item on our website over £50 will be shipped to you free of charge.  And if under £50 the delivery cost is only £4.95. If you live in the Scottish Highlands (see delivering to Scotland below), Northern Ireland, the Channel Islands or the rest of the world, delivery charges apply (see the checkout for exact delivery costs).
All items are tracked either by FedEx Next Day delivery, Royal Mail recorded or Royal Mail Special Delivery. When ordering a product off the website, you will be informed of your tracking number (where available) via email just in case you need it. You can also see the status of your order at any time plus your tracking number in the 'Your Account' area of our site.

Dispatch Times

For some products we do not hold full stocks for immediate dispatch, but you can still order and we will dispatch as soon as it becomes available. In some cases we may instruct our supplier to dispatch the product direct to you.
All of our suppliers are different and offer different delivery times. When adding the product to the basket, the dispatch time quoted reflects the time taken to get the goods from our supplier. We always aim to dispatch the goods within the times quoted, but if it looks like there's going to be a delay we will contact you with an update.

Delivery Size

For items that do not qualify for free delivery in the UK mainland, we charge based on the size and weight of the order. These are split into standard, large and extra large.

An example of a standard order would be a gore-tex jacket, some gloves and some gaiters. A large order could be a tent and a jacket. An extra large order could be 2 sleeping bags and roll mats.

The size of your order is calculated automatically when you add items to your basket and the delivery charge is selected automatically.

Delivering to Scotland

The costs when delivering to Scotland are worked out based on the costs we incur from our couriers for the weight of your delivery. If your postcode in listed below, then we define your address to be the highlands and you need to specify this when checking out so that the correct delivery charge is applied. If in doubt, please contact us.

AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB41, AB42AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56

FK19, FK20, FK21

HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9

IV1, IV2, IV3, IV4, IV5, IV6, IV7, IV8, IV9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV30, IV31, IV32, IV36, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV51, IV52, IV53, IV54, IV55, IV56

KA27, KA28

KW1, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17

PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA39, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA80, PA81, PA82, PA83, PA84, PA85, PA86, PA87, PA88
PH1, PH5, PH6, PH7, PH8, PH9, PH10, PH15, PH16, PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44

ZE1, ZE2, ZE3

If your address is in the highlands but you have not specified this in the checkout when placing the order, we may contact you for an additional payment for delivery.

Guarantee

All products are guaranteed against failure due to defective workmanship or materials. The guarantee lasts 12 months from the original invoice (unless otherwise stated) and excludes faults caused by accident, neglect or misuse.

Shipping and VAT

VAT is charged on all transactions (where the product is vatable) regardless of location. If you live in a country where VAT is not applicable, then you should either not purchase from us or make your own arrangements for reclaiming the VAT.

Returns

If you find your purchase is unsuitable for any reason we will exchange it or refund the cost as long as they are returned in a new and unused condition within 28 days of the date of purchase.

Please return your items to:

Hill and Dale Outdoors
Customer Returns
39 Burnley Road
Friendly
Sowerby Bridge
West Yorkshire
HX6 2TL

When returning your items, please ensure you include a brief note detailing the reason for return, together with details of the order number and your contact details. Return postage is done at your own cost.

We can only accept returns if you:

• Enclose the original order confirmation
• Return all original packaging and labelling
• Ensure the product is in a new and unused condition.

Refunds for postage costs incurred when returning the item will only be paid for the return of faulty goods or goods sent out in error. Delivery charges paid at the time of order will not be refunded, unless the item is faulty or has been sent out in error.
When returning faulty goods, be aware that items will normally be returned to the supplier for testing. Once the supplier agrees that the item is faulty, we will issue a refund or replacement. Please be aware that any refunds or exchanges may take up to 14 working days to process.

IMPORTANT: Ensure you use a postal service that provides suitable insurance for the value of the item, such as Royal Mail Recorded delivery. Hill and Dale Outdoors cannot be held responsible for any items lost in the post.

Climbing Equipment Returns Policy

Please note that for your safety we are unable to exchange or issue a refund for any new and unused climbing equipment once it has left our premises. Please bear this in mind before you make your purchase (this does not affect your statutory rights).

Listing Errors

Whilst we aim to be as accurate as possible in our listings, we are only human and occasionally errors occur. Hill and Dale Outdoors reserve the right to cancel orders for products that have been incorrectly listed. If this does happen, we will void/refund your payment immediately and email you explaining what has happened.

We use product specifications provided by the manufacturer when listing our items for sale. Hill and Dale cannot be held responsible for inconcistencies between the manufacturers quoted specification and the actual specification. If you are unhappy with the product or feel that the product has been incorrectly listed, please let us know and if the product is in an unused condition, we can exchange or refund the product at your discression. If the product has been used, we will replace/credit at the discression of the manufacturer.

Contact Us for more information.