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Terms & Conditions



We try to use the best courier services possible. All the service we use are traceable, we use Royal Mail, Parcel Force and UPS. Any service time suggested is from the time of dispatch, and not ordering, and is subject to availability. If an item is out of stock or on backorder you will be notified within 24 hours of ordering via phone or email.

Deliveries are made between 8am and 6pm, Monday to Friday; all parcels will require a signature. If nobody is able to accept the delivery a card will be left to re-arrange delivery. If the item is refused or two attempts are made at delivery we reserve the right to charge the customer for any further courier costs.   


We want you to be entirely satisfied with every purchase made from The Stafford Outdoor Company Ltd and strive to offer you excellent quality, value and service at all times. If you find your purchase unsuitable for any reason, we will exchange it or refund the cost of the item.

If you wish to return a unused non-faulty item for an exchange or refund please notify us within 7 working days via email or in writing stating your order number, product details and your contact details. Please note the certain items are excluded from the DSR (distance selling regulations) and will not be accepted for any form of return; a list of certain products is listed at the bottom of this section.

Please ensure the product you are returning is new as originally sent and well packaged. You the customer are liable for the safe transportation of any item back to us; any damage caused by the failure to protect the item during the return transit may be deducted from any refund. On receipt of the full goods a refund for the purchase price will be refunded to original method of payment.

NOTE: Please do not tape up or attach labels direct to the retail packaging, please wrap the item first. Please ensure you mark your parcel, 'RETURNED GOODS-FAILED SALE' and your return number, failure to do so may lead to returns process being delayed.

No items returned to us without prior arrangement will be accepted and returned to sender, at the senders cost. Please note we suggest using a traceable postal service.

Postage costs will only be reimbursed in certain cases:

• In the case of faulty goods

• Where we have supplied a substitute for an out of stock item that you do not wish to keep.

For an order cancelled under the DSRs, only the outward postage cost will be refunded.

Unfortunately we do not accept returns or exchanges on certain item due to current health and safety guidelines present to us via manufacturers. This currently includes; Climbing Hardware, Ropes, Rock Shoes, Helmets, and Safety Equipment. This brief list is not inclusive of all excluded product and may change without prior notice.  

Faulty Goods

If you have any concerns over a faulty product please call us on 01785 240594. On receiving the goods we will forward them to the manufacturer for inspection. Please note that the final decision as to whether a product is faulty or not rests with the manufacturer. If the goods are accepted as faulty then they will be repaired or replaced free of charge. Returns of this nature may take a while however we will inform you of the progress of your return.

On any returns the item must be clean, and dry. If any return arrives back to us dirty, smelly or damp,it will not be dealt with and will be left for the owner to collect at their own expense

NB Please don't wash footwear in a washing machine as this will invariably render any warranty invalid.

We will refund your postage within the UK to a reasonable amount (ie if you have used Data Post when you could have used Parcel Force then we will refund what you would have paid had you used the cheaper option!) - NB we cannot accept any claim for any other extra costs involved arising out of a faulty item, other than return postage).

Damaged Parcels/Packages

If you are unfortunate enough to receive your item and the packaging is damaged please notify us within 7 working days via phone, email or in writing. At the time of delivery please also indicate on the courier’s documents that the items received are damaged, if possible please take photographs of the damaged areas (this will assist us with any claim later). If on opening the damaged packaging and the item is damaged again please notify us and we will endeavor to resolve this as quickly as possible and will be done on a case by case bases.

Missing Parcels

If you do not receive you items within the timescale suggested and have not received any further communication to suggest a delay, please contact us via email or phone, please have your order number handy. If your parcel is indeed missing then we will verify with the courier. As soon as they declare the parcel missing or issue us with a claims number a replacement will be dispatched using the same method of service. 


At Stafford Outdoor Leisure we may offer certain groups and organisations discount, we reserve the right to withdraw this discount at any time without prior notice. We cannot give discount retrospectively so please ensure you have entered the discount code correctly at the point of sale. Discount does not apply to all products and lines.

Knives and Sharp Blades Policy

At Stafford Outdoor Leisure we sell knives and tools with sharp blades under the current UK Law. We reserve the right to cancel any order for a knife without prior notice or reason. By placing an order for a knife, or tool with sharp blades you are declaring that you are 18 years of age or over. For further explaination of this please see our page of Knife Law.



The Stafford Outdoor Company Limited, a company registered in England and Wales.

Company number: 04761613.

Registered address: Online email to [email protected]

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