Returns & Refunds

Damaged Goods

At freshairjunkie, customer satisfaction is paramount. That is why any item received which is deemed to be faulty or damaged, will be replaced or refunded without hesitation. Please contact us before you decide to return an item as some problems can be resolved without the need to return the item. All items must be returned in their original packaging within 14 days of receipt.

If the product is faulty or damaged, then a replacement will be shipped the same day, or a refund given upon the safe return of the original item. 

Please contact to inform us that you wish to return the goods and we will send you returns information.

Unwanted Goods

If your goods are no longer wanted, you can return them within 30** days of the order for a refund, unfortunately, if items are not returned within 14 days of notification of return, we will not be able to accept them back.

** Please note, Tents, sleeping bags and camping equipment are exempt from the 30 day policy, and we can only accept them back within 14 days.

** We are unable to accept climbing equipment back for return unless faulty.
Unfortunately, once climbing equipment has been opened and used, we are unable to attest to it's quality, and conformity to the safety standards guaranteed from the factory.
We urge all customers to try out harnesses , and other equipment at their local shop or wall to confirm suitability before purchase.

We kindly advise, that we only accept returns for Brand New unused items.

Please note, camping items such as tents, mats, sleeping bags, and walking and ski clothing, which are often returned after use on camping/Skiing trips, cannot be returned as unwanted. In particular, Ski Clothing and equipment used for a week, or Tents and other camping equipment tried in the garden become used, and as such, ineligible for this type of return. 

Customers should therefore ensure tents and other camping items are suitable for their needs before use, for example, trying jackets and gloves on before a trip, and keeping tags and packaging in tact, and checking specifications of mats and sleeping bags before opening, and sizing of tents before erection.

In particular, Tents with scratched pegs and poles, mud and grass on the groundsheet or flysheet, and wear and tear on pegging points and guys make a tent used and not eligible for return.

****** Please, please, if you are in any doubt as to the suitability of camping or climbing items, please do not buy them on line. ******

Please ensure all items are unused, and still have the original undamaged packaging, with manufacturers tags still attached.

All unwanted returns have to be re-sold in the condition they arrived with you.

Any items returned not in the condition they were sent will be refused

The only cost you will incur for unwanted returns, is the return shipping. We advise customers to use a method of posting that includes tracking and a signature, especially for items over £20.

Please note, we do not offer a refund for optional express delivery costs purchased at checkout.

On the chance you order the wrong product, we will happily exchange for the correct item of the same value. Please inform us within 14 days of receipt should you wish to do this.

Please contact to inform us that you wish to return the goods and we will send you returns information.

Discounts and Multi Buy Items

Any items purchased in a Sale, Multi Buy or with a discount code are subject to our standard terms and conditions, and our standard returns conditions still apply.

Refunds for items with a discount price or using a discount code, will be refunded at the standard price of the discounted total.

Multi Buy discounts only apply to items purchased in a single transaction, and the discount is applied for the whole transaction charge. A full refund for a multi buy order will only be given, if all items are returned. If any items are kept, and not returned, the multi buy discount will not apply. In this instance, the full price (at time of purchase) will be applied to all retained items, and any remaining refund applied accordingly.

Distance Selling Regulations

You have a right to cancel your order within 14 days from the day you receive your goods for any unused item purchased through our website under the distance selling regulations for refund. This does not apply to any perishable goods, unsealed software or item personalised or made to your specification.

To cancel any item, you can e-mail, or write to us quoting your customer number and order number. You must take reasonable care of the items, retain all original packaging and must not use them. Goods must be returned to us within 14 days of your notice to cancel. Items may be returned to our Customer Service department at our returns address. All goods are returned at your own expense unless the item is deemed faulty or incorrect, where we will refund the cost on receipt of the goods.

Providing the goods are received back in an unused condition and in their original packaging with all accessories, you will receive a refund for the item, within 14 days of your notice to cancel.

Thank you once again for taking the time to visit our web site.