Returns

Important: please note that, due to social distancing measures implemented at our returns warehouse in response to COVID-19, we are experiencing a slight delay in issuing refunds. Refunds can take up to 14 days upon receipt of goods to be processed. The processing of faulty returns or repairs are taking much longer than usual due to company restrictions, supplier restrictions & staffing constraints.

How do I return my online order?

Complete the returns form enclosed in your parcel.

If you no longer have your Returns Form, you can download it HERE

Repack the goods in their original packaging and send to our Returns Department. Remember to enclose the completed returns form.

Do all this within 60 days of receiving your order and please ensure goods are returned in their original condition with all labels attached.

We recommend that all returned items are sent using a carrier who can supply a 'proof of posting' certificate. The goods are your responsibility until they reach our Returns Department.

You can return any item for a refund within 60 days of receiving your original order, your refund will be processed by our customer care team not by the store.

Unfortunately we can not temporarily offer an exchange service due to COVID-19 situation, if you return goods for exchange we will now issue a refund for these items. We apologise for the inconvenience.

Please note that we cannot accept returns on swimwear, underwear, face masks or face coverings with the exception of faulty merchandise. Wetsuits must be returned to us in the original packaging.

How do I return something bought in a Nevisport store to you?

It is possible for you to return your order to a Nevisport store for an exchange. Not all our stores stock the same items, so it might be a good idea to phone ahead of your visit to find out if we have what you are looking for. If a refund is required some of our stores can also accept items for a refund. These stores are Aviemore, Fort William, Glasgow, Kendal and Middlesbrough. They will accept the item in store and contact our customer service team to process the refund onto your original payment method. If you can't make it to any of the stores listed and require a refund, please post back to us as above.

On arrival at the store you should provide the original receipt supplied by email and ensure the item is new, unused and still in its original packaging.

Please return any items purchased in store to your local Nevisport shop. To locate your local store, please click here.

Do I have to pay to return?

Yes. Unfortunately we don't offer a free returns service.

You've sent me the wrong items?

Occasionally mistakes do happen and we're sorry if this happened to you. Currently due to COVID-19 situation please return to us for a full refund and contact our Customer Service Team.

Please contact us and let us know.

The item I received is faulty?

If the item you received is faulty please contact us to resolve the problem.

How long can I keep my order before returning?

You can return any item for a refund within 60 days of receiving your original order, your refund will be processed by our customer care team not by the store.

Unfortunately we are currently unable to offer an exchange service due to COVID-19 situation, if you return goods for exchange we will issue a refund for these items. We apologise for the inconvience.

To return any items please read our terms and conditions below:

Your refund will be processed st the price you purchased your item at - this includes sale items.

All goods will be inspected on return.

The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and won't be damaged on the way.

We are not responsible for any items that are returned to us by mistake.

We try hard to accept all returns and they don’t need to be in the original box or bag, as long as they're securely packed. Where possible, returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box.

In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

We recommend you obtain proof of postage. Our returns address is: Nevisport Returns Department, Vermont House, 149 Vermont Street, Kinning Park, Glasgow, G41 1LU

If you have lost your returns note, please to print a new one.

Please note that we cannot exchange or accept a return on swimwear, underwear, face masks or face coverings with the exception of faulty merchandise

How long will it take to process my return?

It can take up to 10 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.

Any refund will be automatically issued to the payment method you used to place your original order. This can typically take up to 5 working days, depending on your payment method.

If you’ve returned more than one order in the same parcel, please allow 36 hours for all your returns to be completed.

If your return has not reached us after 10 working days, please track your items to see their status. If you have still not received your refund please get in touch with Customer Service

And when will I receive my exchange?

Unfortunately we are unable to process an exchange service due to COVID-19 situation, if you return goods for exchange we will issue a refund for these items. We apologise for the inconvience.

Exchanges are typically processed and despatched within 3-5 working days of us receiving the goods back. 

We are only able to exchange items where a different size of the same item is requested. You can place a new order if alternative items are required, and return the original item to us for a refund. 

If we haven't the stock available we'll refund you and send you an email to let you know. 

Consumer right to cancel

In addition to our returns policy, under the Distance Selling Regulations EU customers have fourteen days (beginning the day after receipt) to cancel your purchase (unless it is a purchase of tailor-made/customised products).

Order cancellations must be made in writing to our Customer Services quoting your order number, either by post or email via orders@nevisport.com. In this case, we will provide a full refund once you have returned the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost. 

Anything else I need to know?

Certain products may have a different returns policy, which is normally stated within the product description.

Helmets for both climbing and ski are only refundable or exchanged within 7 days once delivered provided the item is returned in an unused condition.

Base layers are classed as undergarments and for hygiene reasons are non-returnable unless faulty.

Drilled Skis are non returnable once set to the information provided.

Perishable Goods & Face Masks are non returnable.

You can see our full returns and cancellation policies in our Terms and Conditions.

Climbing Equipment Returns Policy?

Please note that for your safety we are unable to exchange or issue a refund for any new and unused climbing equipment once it has left our premises. Please bear this in mind before you make your purchase. 

This does not affect your statutory rights. 

You can see our full returns and cancellation policies in the sites Terms & Conditions

Need more information?

Contact us at orders@neviport.com and one of our team members will get back you shortly

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