Returns

Returns & Exchanges Policy

We want you to be happy with your purchase. If you need to return or exchange an item, please read the following carefully to ensure a smooth process.

You may request a return or exchange within 14 days of receiving your order under UK Consumer Contracts Regulations.

  • Items must be returned in a clean, unused condition, free from pet hairs, dirt, or other marks.
  • Excessive use or damage beyond normal inspection (e.g., pitching tents outside, removing factory seals, soiling clothing) may reduce or invalidate your refund.
  • All original packaging, labels, and documentation (receipt/invoice) must be included.

Please note: We reserve the right to refuse returns or deduct value for items that are unsaleable, damaged, or excessively used, as allowed under UK law.

To start a return, visit our Returns Portal: https://valley-and-peak.shipping-portal.com/rp/
If you cannot access the portal, email us at support@valleyandpeak.co.uk for assistance.

Processing Returns

  • Returns may take up to 14 working days to process from the date we receive your item.
  • If your order included promotional items or freebies, these must be returned as well; otherwise, the value will be deducted from your refund.

Shipping & Costs

  • You are responsible for return shipping costs unless the item is faulty.
  • We recommend using a trackable delivery service, as we cannot accept responsibility for items lost in transit.
  • If a delivery is returned to us due to unpaid duties or taxes, we will refund the order minus any return shipping or additional charges.

Special Handling Notes

To keep your items eligible for a refund or exchange:

  • Do not smoke while inspecting products.
  • Do not pitch tents, tarps, or bivys outside if you intend to return or exchange them; grass, dirt, or other outdoor marks may invalidate the return.
  • Footwear must not be tried on or worn outside; shoes that have been used outdoors are considered unsaleable.
  • Pets inside your home: remove hair, fluff, and dirt before returning items.
  • DCF tents: not eligible for exchange or refund once removed from packaging.
  • Electronics (e.g., Suunto watches, powerbank batteries) must have factory seals intact.
  • Food, washroom accessories, socks, balaclavas, Kula Cloths, and neck gaiters are not returnable unless faulty.
  • Special orders or items ordered for a customer that are not usually stocked may be subject to a restocking fee or non-refundable charge if returned. This includes items not listed as standard stock or made-to-order items.

Faulty Products & Warranty Claims

If your item is faulty:

  1. Email support@valleyandpeak.co.uk with your receipt, original packaging, and a note describing the fault.
  2. We will provide a return label.
  3. Once received, we will either:
    • Fully refund your purchase, including postage,
    • Replace the product, or
    • Repair the item where appropriate.

International warranty claims will be handled via the brand’s process. Refunds may not be issued, but replacement or repair will be arranged.

Custom & Bespoke Orders

Custom-made or bespoke items cannot be returned or refunded unless faulty. Please check the product description or contact us if unsure.

EU & Rest-of-World Customers

  • If tax or duties are refused by the customer, the parcel will be returned to us.
  • Any additional return charges are the customer’s responsibility, and the refund will be minus these costs.

Return Address

Please send all returns to:

Valley and Peak Limited
Units 4 & 5, Tekori Court
Bolingbroke Road
Louth, Lincolnshire
LN11 0WA
United Kingdom