S&W Returns Policy
We naturally want you to be really happy with your purchases from us. However, we appreciate that from time to time this might not always be the case. In these instances then please don’t hesitate to contact us and we will always do our best to help and get any problems you have quickly resolved.
New unused items
You have 14 days from receiving your order to tell us if you would like to return new unused, non faulty products to us for a refund or an exchange. We kindly request that products must be returned in a pristine condition with all the packaging intact. Please include a copy of your paperwork with your return and state what action you require. This enables us to get this actioned quickly for you.
Please post your item back to us at:
Returns, Sick & Wrong, Southey Hill, Keswick, Cumbria. CA12 5NR.
Please note that you are responsible to pay the cost of posting the item back to us and ensure that it does not go missing in the post. Therefore, it is strongly advisable to insure the returned item. Please note with high value items it is essential that you cover them for the appropriate value as if they go missing its your responsibility. Signed For, Recorded Delivery, Special Delivery or Parcel Force all come with insurance cover – just ask at your local Post Office for more information or you can give us a call for more advice.
The Consumer Contracts Regulations (2013) governs the rules on returning unwanted/unsuitable items within the UK. These rules state that if the customer changes their mind about a purchased item and therefore returns it, the retailer should refund the goods and that the customer is responsible to pay the returned postage.
Overseas customers please note that exchanged items will incur postage costs.
Tax Refunds on Non-UK Returns. If you return any items from outside the UK, we will not be able to refund any taxes, duties or fees that you paid on original import of the goods. You should contact the tax authorities who collected the tax for a refund.
New unused, non-faulty items that have been in your possession outside of the 14 days maybe returned at our discretion. Please contact us first to discuss this – firstname.lastname@example.org
Faulty new and faulty used items.
If you believe that a product is faulty then please do not hesitate to get in touch with us as we are your point of purchase. We will do our best to get the problem resolved for you.
The best way to do this is to email us first at email@example.com and it is also really helpful to send us photographs of the problem (if possible). We will then get in touch with you to discuss how to return the product to us.
If the faulty item is clothing or boots then we kindly request that these items are sent in a cleaned condition. This would be greatly appreciated.
When you return a faulty product please ensure that you also enclose a covering letter stating your name, address and contact details along with a brief description of the problem and if you know, when you bought the product from us. This would be greatly appreciated as it enables us to process your claim as quickly as possible.
Items believed to be faulty do have to be returned to the manufacturer for their inspection and we have to await their decision. This can take time due to most of our suppliers being located in Europe. We will keep you updated through email on the progress of your claim. If the goods are accepted as faulty by the manufacturer then they will be either repaired or replaced free of charge.
Overseas Customers: Please note that we are unable to refund your postage costs on faulty returned items. Please do consider this before ordering with us.
If you have any other questions then please just contact us and we will do our best to assist you. firstname.lastname@example.org or call us 017687 80297.
Our returns policy does not affect your statutory rights.