Unwanted items

You are welcome to return unused items for exchange or full refund within 14 days of purchase.

• Please use our online returns portal to register your return.
• Items being returned must be package carefully and include all their original labels and manufacturers packaging. Lockwoods cannot be responsible for items which arrive back to the store damaged. If labels and or manufacturers packaging is missing, then any refund is at our discretion and will be subject to a restocking fee.
• If you are not using the online returns portal, please download a returns form here. Please ensure you write your name, order number, and a mobile and/or email address on the form.

Please ship your items to:

Customer Returns
Lockwoods
125-129 Rugby Road
Leamington Spa
Warwickshire
CV32 6DJ

Returns from outside the UK: Please note that you will be responsible for the cost of the return shipping. On customs forms, please make sure that you highlight that you are sending 'returned goods' of no value, otherwise UK customs will apply import duties and VAT which we will have to deduct from any refund.

For safety reasons, we are unable to exchange or refund climbing safety equipment, including harnesses, ropes and slings.This does not effect your statutory rights.

Incorrect items

If you need to return an item due to an error made by us then we will cover the cost of returning the item.

• Please use our online returns portal to register your return.
• We will send you a Royal Mail shipping label to allow you to return the goods.

Warranty returns, repairs, and spare parts

Please email us with the following details:

• Product brand and model name.
• Date of purchase.
• The issue you are experiencing.

Where possible, please include photos of the product and the issue, or part that needs replacing. Most products we sell have warranties which cover 'fair wear and tear', so please include photos which show the general condition of the product too, if relevant.

For health and safety reasons - and as a common courtesy to our staff - please ensure that used items returned to us are in a clean and dry condition.

Using our online returns portal

Click the profile icon in our store's menu, or go to account.lockwoods.com. You do not need to set up an account.

Sign in:

• In the "Email" field, enter your email address, and then click "Continue".
• In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
• Go back to the online store, and then enter a six-digit verification code.

Click "Request return" for the order that you want to submit the return for.

• If your order has more than one item, then select the items that you want to return.
• Select a return reason and add a note.
• If you would like to exchange the item, please detail what you would like as a replacement.
• Click "Request return".

As soon as your return request is approved by a member of our staff, then you receive an email with shipping instructions. After we have received the product, we will exchange the item or issue a refund (as applicable).

As always, if you have any issues, please do not hesitate to contact us

Last updated: February 11th, 2026