Returns Procedure
We offer a 14-day no-quibble returns policy to ensure your satisfaction. If you wish to return your order, please follow the steps below:
- Print the Returns Note:
Download and print our Returns Note form, please complete it with a clear explanation of the reason for the return in the space provided.
If you are unable to print the form, please contact us via email, and we will be happy to assist you. - Prepare the Item for Return:
Repackage the item securely using the original or suitable alternative packaging. Please ensure that all original labels and tags remain attached and intact.
Important: Any damage to the product, its labels, or original packaging (including boxes) may result in the item being deemed unsellable, in which case a refund may not be issued and the item returned to you. - Include Documentation:
Enclose the completed Returns Note along with the original receipt or proof of purchase. We may not be able to process your return without this documentation. - Send the Package:
Return the parcel to the address specified on the Returns Note. We strongly recommend using a recorded or tracked delivery service, as we cannot accept responsibility for items lost in transit. - Processing Time:
Please allow up to 14 days for your return to be processed. You will receive confirmation by email or phone once the return has been completed.
Exchanges
If you would like to exchange an item for a different size, colour, or style, please email us with your order details and the item you wish to receive. We will confirm availability and advise you of any additional shipping costs that may apply.
To proceed with an exchange:
- Print the Returns Note:
Indicate on the form that you are requesting an exchange, and clearly specify the product, size, and/or colour you would like in return. - Follow Steps 2–4 of the Returns Procedure:
Prepare and return the item as outlined in our standard returns process.
Once your exchange has been processed and the replacement item dispatched, we will notify you via email.
Incorrect or Damaged Goods
If you receive incorrect or damaged goods, you are entitled to a full refund.
We reserve the right to assess the condition of returned items and determine, at our sole discretion, whether they are eligible for a refund. If goods are returned in a condition that has reduced their value due to customer handling—making them unsellable—a refund may not be issued. This policy is in accordance with the Consumer Rights Act 2015. Your statutory rights, including the right to a full refund for faulty or unsatisfactory goods, remain unaffected.
In cases where goods are incorrect or damaged:
- We will cover the return postage cost, provided this has been agreed in advance with our Customer Service team.
- Please contact us at info@glideslide.co.uk before returning any faulty or incorrect items.
- Use a recorded delivery service to return the item. We cannot accept responsibility for items lost in transit.
- If the goods are damaged upon delivery, you must notify us immediately upon receipt.
- Please also note the damage on the Returns Note, specifying the nature of the issue.
Unsuitable Goods
If the goods are unsuitable for your needs, we will issue a refund for the cost of the goods (excluding delivery charges), provided the following conditions are met:
- Timeframe: The goods are returned to us within 14 days from the date you received them, in line with your statutory right under the Consumer Contracts Regulations 2013.
- Condition of Goods:
- The goods must be new and unused, in the same condition as when they were received, and with all original packaging, labels attached, and the Glide & Slide receipt included.
- If the goods have been used or damaged in any way, we reserve the right to reduce the refund amount based on any decrease in value, as permitted by the Consumer Rights Act 2015.
- Exchanges:
- Goods can be exchanged for items of the same value. However, the return postage cost for exchanges is the responsibility of the purchaser. Please note that additional postage costs will be deducted from the refund value.
- Customised Products:
- If you have purchased skis and requested the bindings to be mounted, please be aware that certain skis will require us to drill into the ski to mount the bindings. As these products are customised to your specification, we are unable to offer a refund or exchange under our unsuitable goods policy.
Legal Note:
This policy complies with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, which provide consumers with a 14-day cooling-off period for returns on most items purchased online, except for those that are customised or personalised.
Special Orders
Special orders, including items that have been specifically obtained or customized for a customer, are non-returnable and non-refundable, in accordance with the Consumer Contracts Regulations 2013. As these items are tailored to the customer’s specifications, they fall outside the standard returns policy.
Underwear
For hygiene reasons, underwear cannot be returned or exchanged, in accordance with the Consumer Contracts Regulations 2013. This is a standard policy for items of this nature unless they are faulty or not as described.
Warranty Return
All items are covered by a 1-year warranty, unless the manufacturer specifies a different period. To initiate a warranty return, please contact us by telephone or email to arrange the return of the item.
Conditions for Warranty Returns:
- Items returned under warranty must be clean. Dirty items will not be accepted for replacement or repair.
- The original receipt or proof of purchase is required for all warranty claims.
- We will inform you of the outcome of your warranty claim as soon as possible. Please note that this process may take several days, as some items may need to be sent to the manufacturer or specialist for inspection.
Exclusions:
- Wear and tear is not covered under warranty. For skis and snowboards, edge and base damage are considered wear and tear.
- In the case of repairs due to wear and tear, we will provide you with a cost estimate for the required repairs before any work is carried out.
- Postage for warranty returns will be at the customer’s expense, unless otherwise specified.