Refund policy

6. Refunds and Returns

6.1 You have a legal right to cancel a Contract under the Consumer Contracts Regulations 2013 within 14 days of receipt of the Products. This means that during the relevant period if you change your mind or decide for whatever reason that you do not want to receive or keep the Products, you can notify us of your decision to cancel the Contract and receive a refund. Alternatively, you are entitled to request an exchange within the same period of time and the provisions below also apply to exchanges.

6.2 However, you do not have a right to cancellation in respect of the following Products which can only be returned if they are faulty or not as described: personalised and made-to-order products; including special colour requests for climbing holds.

6.3 Your legal right to cancel a Contract starts from the date that we send you an email confirming that the Products have been dispatched which is when the Contract between us is formed and ends 15 days after the day you receive the Products.

6.4 To cancel a Contract with us, you need to let us know that you have decided to cancel. Please let us know by email at info@wideboyz.com

6.5 If you are emailing us or writing to us please include your name, home address, details of your order, your phone number and email address. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or email us before midnight on that day.

6.6 If you cancel your Contract with us, we will: refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in value (which may be as much as the Contract price), if this has been caused by you using them or handling them in a way that means the product no longer look brand new. If we refund you the price before we are able to inspect the Products and later discover you have used them or handled them in an unacceptable way, you must pay us an appropriate amount (which may be as much as the Contract price); refund any delivery costs you have paid, although, as permitted by law, the maximum refund may be the costs of delivery by our basic delivery charge; make any refunds due to you as soon as possible and in any event within the deadlines indicated below: if you have received the Products and we have not offered to collect them from you, your refund will be made 14 days from the day on which we receive the Products back from you, or if earlier, the day on which you provide us with evidence that you have sent the Products back to us. For information on our Returns Procedure, please click here; if you have not received the Products or you have received them and we have offered to collect them from you, your refund will be made within 14 days of your telling us you have changed your mind.

6.7 If you have returned the Products to us under this clause because they are faulty or mis-described, we will refund the price of the Products in full, together with any delivery charge and the costs of postage or collection in returning them to us.

6.8 We will refund you by the method you used to pay for the Products.

6.9 If Products have been delivered to you before you decide to cancel your Contract: you must return them to us without due delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You must take care to ensure that the Products are not damaged in transit; this includes making sure that they are securely packaged. We cannot be responsible for lost or damaged returns; unless the Products are faulty or not as described, you will be responsible for the cost of returning them to us.

6.10 Due to the speed of our ordering process we may not be able to cancel your Order before dispatch. If you exercise your right to cancel prior to receiving the Products, we will attempt to stop the Products from being delivered to you. However, it this is not possible and the Products are delivered, you will be able to return them in line with your rights set out above.

6.11 We are under a legal duty to supply products that are in conformity with these Terms. This means that the products must be as described, fit for purpose and of satisfactory quality. If you purchase a product online which is found to be faulty within 30 days of receipt then your legal rights entitle you to request a full refund of the faulty Product. Should a fault occur after the initial 30 days but before the expiry of 6 months of receipt of the Product, we are entitled to repair and/or replace that item. If it cannot be repaired or replaced, then you may be entitled to a refund.

6.12 If you wish to exercise your legal rights to reject Products because they are faulty or mis-described you must either post them back to us or (if they are not suitable for posting because they are too heavy or too large) allow us to collect them from you. For details of our Returns Procedure, please email info@wideboyz.com

6.13 For faulty Products, we will examine them or we may have to return them to the manufacturer for examination. Where applicable a refund will be provided to you within 14 days of the day that we agree that you are entitled to a refund.

6.14 It is not always possible to exchange Products which were originally purchased as a special offer or on promotion for the same price as the original special offer or promotion price. Special offers and promotions are separate stock items to our normal items. Some items will have been selected as special offer or promotion Products due to their size or colour. Consequently, Products at the special offer price may only be available in a limited choice of size or colour. Also, by the time you wish to exchange the Product, the special offer or promotion item may have sold out and the special offer or promotion price may no longer be available.