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CANCELLATIONS, RETURNS AND EXCHANGES

Easy, hassle-free returns

We want you to be entirely satisfied with your purchase made from First Ascent Online Ltd and always strive to offer you excellent quality, value and service. If you find your purchase unsuitable for any reason, we will exchange it or refund the cost of the item.

Returns can be made by posting the items and appropriate documentation to our returns address.

We aim to process your refund as quickly as possible but during busy periods this may take up to 7 days.

How do I return an item?

Complete the details on the reverse side of your delivery note, specifying clearly REFUND or EXCHANGE and send it back to us within 28 days of purchase ensuring that the goods are in a new and unused condition, with all original packaging and labelling attached. Please also include the original purchase receipt or invoice. (For purchases made in December, the return period is extended to end January, allowing for the return of unwanted Christmas presents).

Card payments - Refunds can only be made to the same card that was originally used at the time of purchase, whether online or in store.

Returns address

First Ascent Online Ltd

Units 2-7 Limetree Business Park

Matlock

Derbyshire

DE4 3EJ

NB: It is strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transit.

Postage refunds

Postage costs incurred will be reimbursed in the case of faulty goods.

To enable us to reimburse this postage, please advise us of the cost in writing, including receipts.

Faulty goods and guarantee

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

If you find a fault with a new product within 12 months of purchase from First Ascent Online Ltd, complete the reverse side of the delivery note explaining what is wrong. The original receipt or invoice and all packaging should be enclosed.

In order to comply with Health & Safety regulations any faulty items should be returned for assessment in a clean condition free from mud and dirt. We regret that we are unable to process items that do not meet with these criteria and we will return such items to you.

Please be aware that when returning faulty goods that goods are returned to our suppliers for inspection and comment and any refunds or exchanges may take up to 10 working days.

Consumer right to cancel

If you wish to exercise your rights to cancel an order under the Distance Selling Regulations (DSRs) you will need to inform us in writing by letter or email within seven days of the day following delivery.

We will then refund the outward postage charges but you will still need to pay to get the goods back to us.

Still not sure…

Please feel free to contact us by phone: 01629 580484 or email: info@firstascent.co.uk at any time if you require any further assistance. We will endeavor to reply to your email within 48 hours.

 

 

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