Returns

We offer a 30 day no hassle returns policy* on most of our stock. If the item is returned in its original condition within 30 days of purchase we will refund you the cost of the item. 

Original condition means; the items must be as new, in the condition it was sent out to you in and must include: Its original labels, swing tags, instructions etc. Any boxes and packaging as supplied by the manufacturer.

If you wish to return an item please send it, with a completed returns form, to: 

Returns Department

V12 Outdoor

The Old Baptist Chapel

High Street

Llanberis

Gwynedd

LL55 4EN

Download returns form

Please note: when returning an item to us we recommend that you use a ‘signed for’ service and have suitable insurance cover as we cannot accept responsibility for items that do not reach us.

If you ask for goods to be left somewhere unsecure, such as a garage or shed we cannot accept any liability for the goods and on request you transfer the liability to yourself.

If for some reason you receive a faulty or damaged item, please contact us immediately. You can then return the item by the cheapest signed for method (usually Royal Mail) for us to inspect before sending you a replacement or alternative item. We will refund you the cost of your postage once we receive the item. If you wish to speed up the process, it may be possible to send out your replacement before receiving the faulty item back if sufficient photographic evidence of the fault or damage is provided.

NB. We will not cover excessive postage options that have been incorrectly chosen for returns. Please contact us before returning faulty items.

If you have any queries just drop us an email and we will happily get back to you. 

Free postage items are free delivery for the first order, however if you wish to exchange an item for another size/type, there is a charge of £5 for every subsequent exchange. This covers the cost of packaging, post and restocking and exchanges are only possible up to 30 days after purchase.

At V12 we do our best to recycle all that we can, this means we try to re-use packaging such as boxes and padded envelopes where ever possible. Also all of our protective packaging is recycled too. In the interests of the environment we would like to encourage our customer to do the same, please try and re-use whatever you can, think before you bin! 

If you have any comments be them good or bad please let us know, all feedback is gratefully accepted.

Please note: We cannot accept any climbing hardware or software for return; software is classified as ropes, harnesses, slings and the like. The reason for this is we do not know whether it has been used or not, even if it still has the tags on, and would therefore make it impossible for us to re-sell.