Help & Knowledge Base


Returns & Refunds

At Above and Beyond we only sell quality goods that we would be happy to use ourselves, which in many cases we do. We also thoroughly inspect everything and take great care when packaging your goods to ensure that they arrive in perfect condition. However, sometimes accidents happen or perhaps an item may not fit quite as expected. If you need to return an item please read below for instructions.

Our Return Policy

We hope you will be completely satisfied with any product purchased from Above & Beyond Adventure Ltd.

However, should you wish you can return it for any reason within 28 days (7 days for Sale items) from the date of despatch for a full refund (less postage costs) items must be unused and in an as new condition with all packaging and labels/tags attached.

We aim to process returns within 3 days of them arriving with us, however please allow up to 14 days for your refund to process during peak periods.

You must send the goods back to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective). Returned goods should be in their original packaging and in the same unused and resaleable condition that they were received. If this is not the case then your return may not qualify for a full refund. We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense. Please complete and enclose our returns form to help us process your return as quickly as possible.

Exceptions

You will not have any right to cancel a purchase for the supply of:

  • goods made to your specifications or clearly personalised;
  • goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or
  • audio or video recordings, computer software, or GPS or Satellite Navigation equipment (which have been unsealed, registered or used in any way including removal of any protective seals/covers)

Situation specific returns information can be found below.

Returns Information

Unwanted Items and Exchanges

  • You will need to pay for the item(s) to travel back to us if we are to provide a refund or exchange & any carriage costs originally paid for goods to be delivered to you will not be refunded to your account if goods are returned for refund
  • Please complete and enclose our returns form to help us process your return as quickly as possible. It is important to specify whether you require a refund or exchange
  • Remember to obtain proof of postage for any goods that you are returning. It is worth referring to the couriers policies on lost or damaged goods to ensure you choose the most appropriate method of carriage

Incorrect Items

First things first, our apologies, there must have been a picking error in our warehouse:

  • Please contact us to inform us of the mistake and to obtain our Freepost returns number
  • Please complete and enclose our returns form to help us process your return as quickly as possible. It is important to specify whether you require a refund or a replacement
  • If you return the goods at your cost then we will only refund postage if they are returned by the most economical method and proof of cost is provided i.e. Postal Receipt. It is worth referring to the couriers policies on lost or damaged goods to ensure you choose the most appropriate method of carriage
  • If you return goods to us because you made a mistake and require us to send alternative items to you then we will contact you for payment to resend.  We wil charge our first class carriage value only of £3.99 unless you require items on a faster service in which case the appropriate shipping charge will be applied.  We do need to charge to resend goods in order to continue to offer freepost services and excellent online discounts.

Items Damaged In Transit

Our apologies if your goods have been damaged in transit. 

  • Items sent via any of our carriers should arrive in pristine condition.  If they do not and the contents of your package are damaged in anyway we must be advised of this in writing within 24 hours of reciept of goods.  We may require visual evidence such as a photograph of the damage and damaged packaging in order to rectify this unfortunate and unlikely situation for you.  Please email customerservices@aboveandbeyond.co.uk or call us on 01670 716376.
  • If we do not receive notification of the fact that goods have been received damaged within 24 hours we will be unable to action any remedy.  Please note that when you receive goods that require a signature, if damage has occurred please notify the carrier immediately in support of your claim with ourselves.

Defective Items

Our apologies if your goods have become defective. We make every effort to ensure your items are free from manufacturing defects:

  • Please contact us to inform us of the defective item and to obtain our Freepost returns number
  • Please complete and enclose our returns form to help us process your return as quickly as possible
  • If you return the goods at your cost then we will only refund postage if they are returned by the most economical method and proof of cost is provided i.e. Postal Receipt. It is worth referring to the couriers policies on lost or damaged goods to ensure you choose the most appropriate method of carriage

We regret that we cannot accept the return of defective items outside of our 28 day returns policy or the manufacturer’s warranty period (whichever is the longest).

Cancelling an Order

Cancellations can only be accepted by e-mailing customerservices@aboveandbeyond.co.uk. If the order has been completed and shipped, then a return will need to be arranged (Please see “Unwanted Items and Exchanges” section above).

Returns Form

Please fill in a returns form in all instances. You can either print the form and then fill it in by hand or fill it in using Adobe Reader or Adobe Acrobat and then print it. Click here for the form

Refund Processing

We will process refunds within 14 days of receiving confirmation of cancellation (but often much sooner). Please see our Return Policy for details on your right to cancel. Refunds will be processed via the same tender type as the original payment.

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