Refund policy
HIRE ITEMS: RETURN & EXCHANGE POLICY
Cancellations & Refunds (hire):
Prior to receiving your order, you may cancel your order and receive a full order refund up to 7 days before your hire start date.
Cancellations made within 7 days of your hire start date will incur a 50% charge of your hire fee.
We cannot accept cancellations or change of hire start date once the item has been despatched.
You may change your hire start date free of charge, subject to item availability.
We do not offer refunds on hire items returned early or unused.
Any refund due will be processed to your original payment method within 7 working days.
You must submit a cancellation request by email to hello@adventurekithire.co.uk Your email must be clearly headed with the words “CANCELLATION OF HIRE ORDER” in the subject line.
Defective Items:
In the unlikely event you feel that you have been delivered a damaged hire item and wish to return it or exchange it then, please email us at hello@adventurekithire.co.uk within 3 days of receiving your order to discuss. You then have another 7 days to return the hire item to us for a refund or to arrange an exchange (subject to availability).
All our hire items are checked prior to dispatch for previous wear and any defects.
Exchanges:
Please note for any exchanges you will need to pay the new delivery charge fee. Payment must be made by contacting hello@adventurekithire.co.uk. The replacement hire item (subject to availability) will not be issued until the original hire item has been received back and the new delivery charge fee payment has been cleared.
BUY / PURCHASE SHOP ITEMS: RETURN & EXCHANGE POLICY
This policy is for shop purchases only (i.e not hire purchases) If you wish to return your shop purchase, we have a 14 day return policy.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- Fill out the returns form which is included in your delivery.
- Please send the item back to us unused in its original packaging.
- Returns Address: FAO: Adventure Kit Hire, Main Gate House, Redhill Aerodrome, Kings Mill Lane, Redhill, Surrey, RH1 5JY
- You’ll be refunded when we process your return. This can take up to 28 days Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
You are free to purchase an alternative item at your leisure. Some like to wait for a refund, others like to order straight away to speed the process up.
Refunds are strictly not accepted on Ex-Demo / Pre Loved products.
If you have any questions about returns details, please contact us
01737 823771
Consumer Complaint - Faulty Product: In case the goods purchased from us turn out to be defective, you have the right to make a claim.
Regarding the defect, you can demand:
- Replacing the item with one that is free of defects,
- Removing the defect,
- Price reduction,
You can report a complaint within a year of noticing the defect, but the time for submitting a complaint cannot end before the expiry of the item's warranty period.
Your complaint will be considered (responded to) within 30 days from the date we receive your complaint notification.
Please do not send your purchase back to us before you send us an email regarding your complaint notification:
