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Returns

Help with the returns process.

Alpine Bond Warranty

If one of our products does not meet your expectations upon delivery, or if during its lifetime does not live up to the demands placed upon it, please return it to us for repair, replacement or refund. If the problem is our fault then we will do this to your satisfaction. If it’s your fault then we will help out the best we can. Read more

Have we received your return?

It usually takes 2 or 3 days for a return to arrive back with us once you have sent it. We aim to process returns within 2 days of receiving them.

123 Day Returns

We hope you love your Alpkit product, but if you don't you can return it for an exchange or refund until up to 123 days after you placed your order.

Use the returns flowchart to find out whether you are eligible for a refund or exchange and how to do it.

Free UK Returns

Make sure you send a completed returns form with your item, we can't process your exchange or refund without it!

Using Free Royal Mail tracked service

  1. Box up your unwanted products with an enclosed returns form, check that they are within the following dimensions:
    - Boxes: less that 20 kg and smaller than 61 x 46 x 46 cm
    - Tubes: less that 20kg and the length plus 2 x the diameter must not exceed 104cm, with the greatest dimension being no more than 90cm.
    Is your parcel bigger than this? If so, contact us to organise a return.

  2. Visit https://rm.alpkit.com to create your postage label, print it out and stick in on the outside of your parcel.

  3. Pop to the post office to send your item. Ask for a Certificate of Postage upon sending. This proves that the Royal Mail has your item and helps you to make a claim if it gets lost. (For small items you can use a post box, but you won't get a certificate of postage).

Using Collect+ service (£4.49)

  1. Box up your unwanted products with an enclosed returns form, check that they are within the following dimensions:
    - Less than 10 kg and smaller that 60 x 50 x 50 cm
    Is your parcel bigger than this? If so, contact us to organise a return

  2. Visit www.collectplus.co.uk/alpkit to purchase your postage label, print it out and stick it on the outside of your parcel.

  3. Find your local Collect+ store (there are 6,000 across the UK) on their website. The shopkeeper will scan your parcel and five you a receipt with your unique reference number on it. You can use this code to track your parcels progress.

International Returns

Please contact us before sending your item back, we may be able to resolve the problem by email or phone.

  1. Send the product back to us, don't forget to include a completed returns form (we can't process your return without it).

  2. You are responsible for the cost of return shipping and any customs duties or taxes, unless you're using Paypal Free Returns.

Paypal Free International Returns

Paypal currently offers free return shipping for customers that have paid using PayPal. To find out more and activate this service, please visit the PayPal website.

I've received the wrong item, what do I do?

Panic!!! No not really, it's quite simple!

John and the picking team are generally the height of efficiency, but occasionally we all make mistakes.

If your Alpkit parcel does contain the wrong items, firstly we're sorry about the mix up - how embarrassing!

Option 1: If you would like to keep your incorrect item, please drop us a line and we can make sure our records are right for your Alpine Bond warranty and make any necessary price adjustments.

OR

Option 2: If you'd just like what you ordered and no unintentional surprises, please send your mispick back to us using our free returns service and we will send out your correct item as soon as possible!

OR finally...

Option 3: If this whole ordeal has left you feeling bothered and in need of a lie down, you can send your incorrect item back to us (using that free returns service we mentioned earlier) and we'll refund the lot

Click here to find out how to use our free returns service

Returns via Collect+

Collect+ is an alternative method for you to return parcels through a network of over 6,000 local convenience stores.

  • Parcels can be dropped at a local Collect+ store, 7 days per week and during the evening
  • The parcel is scanned and a receipt with a tracking code is created
  • Parcels can be up to 10 kg and 60 x 50 x 50 cm

+ The stores are a combination of retail facias, such as Co-Op, McColls and Spar, as well as independent local stores at the heart of the community

+ Over 85% of the UK population is no more than 1 mile from a Collect+ location

+ Go to http://www.collectplus.co.uk/storefinder or use the link when you generate a label to find your nearest store.

You can also text COLLECT and the postcode to 84555 (e.g. COLLECT WD17 1HP). Texts from 84555 are free to receive. Texts to 84555 are charged at your standard network rate.

The Collect+ returns service is 2-3 working days, Monday - Saturday (Excluding Bank Holidays).

To return an item to us using Collect+, please follow this link: https://www.alpkit.com/pages/returns

Accident replacement scheme

There is nothing like nice shiny kit to make you feel superhuman, however sometimes mysterious powers intervene, your well-meaning gran bleaches your down sleeping bag, or you reverses over your new carbon rims. We have all been there, but that doesn't make it any easier to stomach.

What is the Accident Replacement Scheme?

Our accident replacement scheme was created to soften the blow of accidental damage to your beloved Alpkit products. If a product is beyond repair we will offer you a discount on a new replacement item.

How much discount do I get?

We determine the scale of the discount and you must send the product back to us so that we know it is out-of-circulation. Damage from normal wear and tear does not apply.

  • Up to 50% discount within first month

  • Up to 30% discount within 1 – 6 months

  • Up to 20% discount within 6 - 24 months

  • Up to 10% discount within 24 – 36 months

So, to sum up... (T&Cs)

  1. The cost of returning your damaged goods is at your expense. It is your responsibility to ensure the goods arrive with us.
  2. Please make sure returned items are clean and safe for transport.
  3. You must provide proof of purchase (such as your order number or email receipt).
  4. The replacement offer applies to original owner only.
  5. Our decision on whether a claim is genuine is final.
  6. Damage sustained from normal wear and tear does not apply.
  7. The value of this accident replacement discount will be determined by us.
  8. The discount can only be used on the same product - or in the event of an item being out of stock - a like for like product and solely for the purpose of the accident replacement.
  9. The discount can only be applied on the full retail price and not on top of any other discounts or promotions running.

Please email support@alpkit.com to make a claim.

Accidental Repair Scheme isn't what you're looking for? All Alpkit, Sonder and Love Mud products are also protected with:

  • 123 DAY RETURNS: Your new Griffon didn't bring out the green in your eyes quite like you expected? No worries! Return or exchange unused items within 123 days. Read more.
  • ALPINE BOND: Your new head torch is faulty and isn't torching? We're super sorry! Sounds like you're about to benefit from the Alpine Bond warranty. Read more.
  • AK REPAIR STATION: If a product is damaged, we will do our utmost to repair it. Simple running repairs can be made me in store, you'll need to send more complicated returns to AKHQ for our more skilled workers to get their teeth into. There may be a small charge to cover costs of repair.

International Returns

Please get in touch straight away if you have any questions or problems with your order. We may be able to resolve the problem over the phone or by email.

If one of our products does not meet your expectations upon delivery, or if during its lifetime does not live up to the demands placed upon it, please return it to us for repair, replacement or refund. If the problem is our fault then we will do this to your satisfaction. If it's your fault then we will help out the best we can.

Refund: If you simply wish for a refund then just return the kit as you received it - in its original condition, unused, unworn, with original packaging and fit for resale. You are responsible for the cost of return shipping along with any customs duties or taxes unless using Payal Free Returns. Please contact us about returning an item before sending it back as we may be able to resolve the problem without incurring postage costs.

Exchange: If you would like to exchange an item, follow the standard international returns procedure, then simply make a new order. You are responsible for the cost of return shipping along with any customs duties or taxes.

Faulty Products and Alpine Bond Issues: We check all our products that are due to be sent around the world to ensure that they are in perfect condition when they leave the warehouse, but sometimes things can go wrong.

We stand by our products and we will repair, refund or replace faulty products. If you think a product has a fault then please get in touch as we may be able to resolve the problem without incurring postage costs. Given the practicalities of international couriers, you cover the cost of the postage back to us and we refund you when we have your product here and the fault is diagnosed.

Paypal Free International Returns

Paypal currently offers free return shipping for customers that have paid using PayPal. To find out more and activate this service, please visit the PayPal website.

Alpkit Limited
Returns Team
Unit 12-14 Oak House
Newthorpe
Nottinghamshire
NG16 3QU
UK

Don't forget to always include a returns form with your product so that we can identify it. Failure to do so may result in delays.

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