Escape 2 Returns Information
We really hope you're happy with your order, but if not, here's how to return it:
Please return unsuitable Christmas gifts by the 16th January 2019.
Package up the item(s)
Pack up your item(s) securely. Ensuring that the package is smaller will generally reduce the cost of postage.
Include your Escape2 invoice within the parcel
Including a copy of the relevant Escape2 invoice inside the parcel ensures that we can process your return as swiftly as possible. We will presume that you require a refund, unless you state otherwise. Escape2 invoices are printed on recyclable paper, so they don't include a returns label.
Only unused, 'as new' returns accepted
Products returned for exchange or refund under our 14-day* satisfaction guarantee must be returned and received by us in 'as new' condition - unused, unmarked in any way, free from strong odors (eg. smoke/cooking smells), and with all original manufacturer's packaging and labels still attached, as supplied. Please ensure all zips are done up, and any adjustable elements are returned in their original position, as supplied.
Label your parcel appropriately with our Returns Address:
Escape 2 - Returns
Send the parcel using a 'Signed For' Service
We recommend sending your parcel back to us via one of the following delivery companies who offer either a 'Track and Trace' or 'Signature on Delivery' service with an appropriate level of insurance, because you are responsible for the item until we receive it:
Refunds of 'as new' products (as described above) will usually be processed, and a confirmation email sent, as soon as Escape2 has received your return - although, due to banking practice, it can take a number of days for the funds to appear in your account. Legally we have a maximum of 14 days to refund your payment using the same means as the initial transaction.
The buyer is responsible for the full cost of returning the item, which may also include Tax & Import Duty. We highly recommend investigating the likely cost of such before returning any items.
If the item you've ordered is not quite right, and you wish to exchange it for another size, or a different product, we recommend placing a new order for that item, as soon as you can, in order to secure items before they sell out. Then, return the one not required, as above, for a refund.
Contact us for further assistance
If you need to contact us for any reason, please either reply to the Order Confirmation email we sent you at the time of ordering, fill out the form below, or call us on 01608 684320, and we will respond as soon as we can.
No climbing equipment can be returned
Please note that for safety reasons, we are unable to accept returned climbing equipment.