Mailorder Returns
Unwanted items
You are welcome to return unused items for exchange or full refund within 14 days of purchase.
Returns within the UK can be done using our Royal Mail Tracked Returns service (link below). In just a few steps you can easily process your item to return. Then simply print your label at home or use the Royal Mail label printing service at a post office. Finally, drop your item at your local Post Office® branch, Customer Service Point, Parcel Postbox or get it collected from your doorstep. Your item will be fully tracked on its way back to Lockwoods.
If you need to return an item from outside the UK, unless faulty, you will be responsible for the cost of the return shipping. Please make sure that you highlight on the customs forms, they are returned goods and of no value otherwise UK customs will apply import duties and VAT which we will have to deduct from any refund.
- Please complete the returns form on the back of your delivery note.
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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 don't have a returns form, you can download one here, but please write your name and original order number on the form.
If not using our Royal Mail returns service, then please ship your item(s) to:
Customer Returns
Lockwoods
125-129 Rugby Road
Leamington Spa
Warwickshire
CV32 6DJ
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 please ensure you use our Royal Mail Tracked Returns service in order to avoid return postage charges. Unless specifically agreed otherwise with a member of our staff, we do NOT refund the return postage costs using other carriers or services.
Royal Mail Tracked Returns process
Visit the Royal Mail Tracked Returns website and enter your details.
Your returns label will be emailed to you for you to print.
No printer? No problem! Show the QR code in the email to the Post Office counter staff and they will print a label for you.
Package your item(s) securely and attach the label.
Take the package to your local Post Office, Customer Service Point, Parcel Postbox or get it collected from your doorstep, and keep the receipt.
The receipt will have a tracking number, allowing you to track your package.
We will process your refund as soon as possible after receiving your item(s), less £3.75 to cover the cost of the postage.
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.
Last updated: September 29th, 2023