Unless using our online returns process and returning a parcel from within the UK Customers are responsible for the cost of returning items to us and please remember that until we receive your return the items and their condition are your responsibility. You must ensure returned items are appropriately packaged to protect them in transit, we also recommend using an insured and traceable postal service to return your items. Unfortunately we are unable to issue refunds on items which are not returned in a saleable condition or in breach of our terms. If you are returning footwear please do not mark or damage the product box as this will invalidate your return, instead please wrap or pack in an outer box. The product box supplied with a product forms part of the product and must be returned in a satisfactory condition. Defaced boxes will be treated as being returned in breach of our conditions and the product will be returned to you at your cost. Delivery charges are non-refundable, please see our terms and conditions (https://www.outdoorandcountry.co.uk/terms-of-use) for information about cancelling your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you have received the benefit of free delivery on your original order we may at our discretion refuse to allow free delivery on an exchange order. If you have received a suspected faulty item, please complete the online process at outdoorandcountry.co.uk/returns indicating that you are returning a suspected faulty item.