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.

When you order multiple items on one order, items will be grouped together and dispatched in one shipment regardless of the dispatch times quoted on the website. If you want us to ship items as soon as they become available we may need an additional payment for delivery costs.

 

Delivery

If you live in the UK mainland (excluding the Highlands of Scotland) any item on our website over £30 will be shipped to you free of charge!! And if under £30 it's only £3.95. If you live in the Scottish Highlands, Northern Ireland, the Channel Islands or the rest of the world, delivery charges apply (see the checkout for exact delivery costs). Read more for more details on delivery and how we define the Highlands of Scotland.

All items are sent either by ParcelForce, 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.

If you live outside of the UK and you paid a delivery charge when you placed your order, this charge is payable again if we need to resend you an item that has been returned for an exchange.

Items dispatched by FedEx can be tracked at http://www.fedexuk.net/accounts/track.aspx using the tracking number provided.

 

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.

 

Paypal

When you place an order with PayPal, your delivery address is passed to us by PayPal. For security reasons we will only ship to this registered PayPal address. You should ensure the correct address is setup in your PayPal account prior to placing your order.

This is to protect you from unauthorised use of your PayPal account.

 

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.

 

Size Guides

We often display a size guide provided to us by the supplier for items for sale on the website - these guides are a general guide only and Hill and Dale will not be held liable for any items that do not match the size guide provided by our suppliers.

 

Missing Deliveries

If your item has been sent by Royal Mail, delivery is normally made within 3 working days, but please allow 15 days for delivery to take place. If there has not been an attempted delivery within 15 days then we will start to process a claim through Royal Mail and either refund your transaction or send a replacement item.

If you item has been sent by a courier service, delivery is normally made the next working day from you reveiving your dispatch confirmation. In some cases we will send using a 3 to 5 day service but this is normally when you live in more remote parts of the country. If no delivery has been attempted within 5 working days please contact us and we will pursue.

 

Payment

When placing an order over the website we charge when we dispatch the goods or when the we order the stock in from our supplier. Please contact us prior to placing the order if this is an issue. Your payment can be cancelled at any time prior to the goods being dispatched by contacting us.

 

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.


Packaging

In most cases the item you receive will be in the original bag supplied by the manufacturer and will have been previously unopened. In some cases the products we receive from our suppliers will have been opened and re-packaged and in some cases products may have been tried on in the shop prior to sending. This in no way affects the quality of the product and we ensure all items are not defective prior to sending out.

If this is an issue please contact us prior to placing your order.

 

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.

 

Free Items and Promotional Add Ons

If your purchase includes a free item added on, we reserve the right to exchange the item for a similar product of an equal or higher value if there are any supply issues. If you choose to return your order, any free products should also be returned in an new and unused condition. If you return your order for a refund and do not return the free item, the cost of the free item (as defined by the selling price on our website) will be deducted from the amount you are refunded. If the item is not currently available for sale separately on our website, the manufacturers recommended retail price will be deducted.

For health and safety reasons, we will not accept returns for underwear or socks after they have been tried on. As soon as they have been tried on we deem them to be used and will not accept the return - the price of the item (as defined above) will be deduced from any refund amount.

 

 

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. Simply click the link below to print a returns form.

Print returns form


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.

We reserve the right to charge a 10% restocking fee for any items returned to us in a condition that would prevent us from re-selling the item as new.

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.

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.


Return Delivery Charges

If you originally paid a delivery charge on your transaction and then return it to us for an exchange we will charge the cost of delivering the exchanged item. We will contact you prior to sending for an additional payment.

 

Returning Faulty goods

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 30 days to process. When returning faulty items to us ensure that:

  • Items are clean and free from dirt and debris (out suppliers will reject unclean items)
  • You include the original purchase receipt

For health and safety reasons, we insist that all returns are clean and free from dirt and debris. Soiled garments will be rejected and returned at your own cost.

Return postage will be refunded if the returned item is found to be faulty.

If you've had the product for up to one year we will repair the product, or if that's not possible replace the product. If this isn't possible and we can't find an alternative product we will provide a refund.

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.

 

Returning Faulty Goods Outside the UK

For customers outside the UK, you are responsible for any postage costs in sending item(s) back to us and the return postage back to you.

 

Climbing Equipment Returns Policy

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.

 



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01422 833360 / 835582

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