We’re all used to sitting out bad weather, cutting short plans and occasionally accepting something will have to wait for another day.
At the moment of course, it is for different reasons. We’re all now facing a different kind of challenge and the best thing we can all do is to follow the official advice and stay away from the mountains and crags.
It also means that in line with UK government advice our offices, warehouse and aftersales departments are also all now temporarily closed.
But we’re still here to help. Should you urgently need to contact us then it is best to do so via email. If it can wait, then we’re asking you to hold tight and be patient, it will ease the volume of queries our temporarily even smaller team is having to deal with.
In the meantime, as we all learn to deal with life at home under a lockdown, are forced to self-isolate or if you’re a key worker, perhaps working harder than ever we will do our bit to remind you of better times past and great trips yet to come.
A note on warranty claims, returns & repairs
We know things occasionally go wrong and when they do our product guarantee is there for peace of mind. Covering all defects in materials and workmanship that occur through normal use for the reasonable life of the product, we will repair or replace any product found to be defective at our discretion.
Unfortunately, at the moment we and many of our retail partners stores are closed so it may not be quite as easy as normal to get your problem rectified. But do not worry, our guarantee is only limited to a products reasonable life and will not be affected by the present delays.
With our offices, aftersales department and warehouse closed until further notice we do not have the ability to accept any incoming deliveries so please do not attempt to return any product directly to us for the time being.
If you are wanting to return a product due to a possible fault you should in the first instance, return the product to the retail store or online store from which it was purchased. If the retail store or online business in question is currently closed and not accepting returns either you may need to wait until the store re-opens.
We will be able to deal with any warranty claim as normal as soon as our offices re-open. Furthermore, many of our retail customers are offering extended terms on their normal returns policies – we recommend you check with the store you bought from to see exactly what their policy is.
Advice on staying local
Like you we’re finding staying away from the mountains, hills and crags hard going but it won’t be forever and they will still be there another day. For now, we fully support the advice given by many outdoor organisations including the British Mountaineering Council and Mountain Rescue Teams which advises all climbers, hill walkers and mountaineers to stay in their home area and put all climbing and hill walking on hold.
The message from the governments, mountain rescue teams, outdoor industry, local communities, police and doctors is very simple: stay local and only travel for essential purposes.