How to return an item to us for refund, exchange or warranty claim
We offer a 60 Days returns on the majority of items purchased on our website and in store. Simply return the item unused and undamaged with its original packaging and we will process a refund to you within 7 days to the original payment method. After 60 days the suppliers original warranty will apply, and we will endeavour to repair, replace or refund the item depending on how the supplier sees fit to remedy any acknowledge issue with a product. We will only refund shipping on faulty or warranty items.
STEP 1.
Please download a returns form to complete and enclose with your return If you do not have a printer then please write your name and address plus contact number on a piece of paper and your order number from your email confirmation. Using our returns form will ensure faster processing of your return:
STEP 2.
For items that are over 61 x 46 x 46 cm please contact us. For everything else, you can use our Royal Mail returns service clicking on the link below. For returns, we will deduct a subsidised cost of £2.95 when refunding your order. For exchange items we will not charge for the exchange shipping, and for warranty returns if the warranty claim is valid you will not be charged for return shipping.
Returns - Exclusions and Important Information
RETURNING ITEMS WITH BATTERIES - Please use Royal Mail and notify them of the contents when arranging shipping so a battery label can be attached - Please connect batteries before packing, for example batteries should be connected to heated gloves, as this is the only way you can ship items with Lithium Batteries. This is VERY IMPORTANT as items can be destroyed and this is your responsibility when using Royal Mail!
Items Excluded from 60 Days returns:
SKIS – When we sell a pair of skis, we remove the protective packaging and wax the skis to ensure they are ready for use. We will also mount bindings to your requirements (if applicable). As this modifies a new item, we cannot offer our standard returns on skis. Your statutory rights are not affected so if there is a defect with the skis please get in touch and we will remedy this with the supplier as per their warranty process.
SKI BOOTS (CUSTOM FITTED) – When these are fitted in our showroom, we will heat the liner to speed up the moulding process to make the boots bespoke to yourself and custom fitted. We may also make further modifications which are not reversible. We may also make a custom footbed (insole) for your boots. Therefore as all ski boots fitted are modified, they are excluded from the 60 days returns policy. We do however have our “Custom Boot Fit Guarantee” for all ski boot fitting purchases.
BASE LAYERS, SOCKS AND MASKS– Layers next to skin cannot be refunded or exchanged if worn, for hygiene reasons
Gift Purchasing
We extend our 60 day returns window from November 1st, giving you or the receiver of a gift until 31st Jan to contact us to arrange a return or replacement. A proof of purchase will be required.
Our Returns Address
Returns
The Skiers Lounge
Hillhouse Farm
Worthing Road
West Grinstead
West Sussex
RH13 8LG
We always recommend using a tracked returns service if posting items back, as you are responsible for the safe delivery of any returns. If you use our returns link above this will be sent to us using Royal Mail Tracked.
Warranty Returns
If a warranty Item please return the item to us and we will inspect the return and refund or replace as required. You will not be charged for the return shipping of £2.95 if the returned item is a warranty issue and be refunded any original shipping costs if we are refunding the product.