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Returns and Refunds

Our Policy

Returning orders to us is easy. Whatever your reason, we offer a refund or exchange within 28 days of delivery or collection.

You must complete the returns form sent to you with your order and send it back to us with the items you are returning.

We offer a selection of ways for you to return items, details of which are below. Please note that you remain responsible for the items until they reach us.

Unless faulty, items returned must be returned in their original packaging and in a re-saleable condition.

If you wish to exchange an item, this can be done in store. If not returned via one of our stores, we can only offer a refund.

PayPal, PayPal Credit or Apple Pay payments cannot be refunded instore and have to be processed by our Returns team. You can still return items to store. Our store teams will send your items back to our distribution centre on your behalf free of charge.

Bikes can be returned directly to our warehouse but only if still boxed. If unboxed, bikes must be returned to your nearest GO Outdoors store for inspection first. It will then be sent to our warehouse free of charge where a refund will be processed. If your bike develops a fault please take it to your nearest GO Outdoors store (excluding Hathersage and Southport) where we have a full workshop and trained mechanics who will be able to assist you. If you believe there is a fault with your bike please do not send it back to our warehouse as they are unable to process faulty or warranty bikes.

Delivery charges will be refunded in full in cases where the goods are faulty. If an entire order is cancelled within the 14 day cancellation period the full purchase price together with our standard delivery charge will be refunded. If you chose to pay extra for an expedited delivery service, we will only refund the cost of standard delivery. Please note that if you want to return only some items but keep the rest of your order, you may not be entitled to a refund of the delivery charge.

Used faulty goods must be returned in clean condition to be accepted for a refund. This is to ensure the health and safety of the teams handling returns. This does not affect your statutory rights.

Swimwear and Underwear cannot be exchanged or refunded except for where items are faulty.

Please see our Terms and Conditions for more details.

Christmas Returns

Shop with confidence this Christmas knowing that we have extended our returns period over the festive season. Any purchase made between 1st November 2020 and 24th December 2020 can be returned for a refund or exchanged before 30th January 2021. All other terms and conditions apply.

Returns Methods

24/7 InPost Lockers

In Post Lockers - The Contact-Free Returns Option

With the impact of Covid-19, your safety is our priority. We want to draw your attention to our contact-free return option. InPost Lockers are self-service and are available 24/7 which means that you can return your parcel at quiet times, when it suits you.

  • Shop as you normally would do
  • Choose the InPost Locker option in our portal
  • Return at a time that’s safe and convenient for you
  • No interaction needed with other people

Visit InPost's returns portal to find your local locker and print your label.

Please note: items must be under 15kg weight and 38cm x 38cm x 64cm in size for this returns option.

Hermes Returns

Return your parcel with ease using Hermes return system, available on both small and large parcels. Choose from home collection or drop off at a parcel shop or locker.

To return your parcel with Hermes just go to their dedicated returns portal.

Please note: Parcel shop and locker drop off only available on parcels up to 30cm long with a maximum weight of 15kg.

By CollectPlus

Return your unwanted items via local and convenient drop off points. CollectPlus have over 4500 parcel drop points in local stores across the UK. Many have extended opening hours and are open 7 days a week, so you can return items at a time and place that suits you.

CollectPlus can accept parcels up to 10kg in weight and with maximum dimensions of 60x50x50cm.

Visit CollectPlus where you can create a returns label at a cost of £3.99. You will receive proof of postage, online tracking and compensation cover up to £50.

'Return Shipping On Us' when you pay with PayPal

PayPal will refund the cost of returning items on orders paid for with PayPal (terms apply, see below). To take advantage of this offer please follow these steps:

1. Opt in for 'Return Shipping On Us' by logging into your PayPal account and activating the service at https://www.paypal.com/uk/webapps/mpp/refunded-returns.
2. Place your order on the Blacks website and use PayPal as your payment method.
3. Return any items as normal, using the 'by post' instructions above.
4. Log into your PayPal account, select the purchase you returned and click on 'Request return shipping refund'. Submit the return shipping request form, along with proof of your return within 30 days.
5. If your claim is approved, PayPal will send a refund of up to £15 to your PayPal account within 10 business days.

Full terms and conditions are available at https://www.paypal.com/uk/webapps/mpp/refunded-returns/general-conditions

Instore

All items* purchased online or instore can be returned to any Blacks, Millets or Ultimate Outdoors store. Just take the goods you want to return accompanied with the dispatch note or receipt and the store team will be happy to assist you.

If you paid using a credit or debit card please make sure you have this with you so we can process a refund. The time banks take to process payments can vary. Please allow 5 working days for a refund to appear in your account.

If you paid using PayPal, PayPal Credit or Apple Pay, we'll send the items to our Returns team on your behalf free of charge. Once received they will process either an exchange or refund — whichever you'd prefer. Replacement items will be sent to the same store or address as the original order.

*Excludes Bikes

By Post

You can make your own arrangements through any postal carrier. We recommend you use a service that can provide proof of postage as the items remain your responsibility until we receive your parcel. Some services offer levels of compensation in case your parcel becomes lost or damaged. We suggest this is considered especially when returning high value items.

Please address returns parcels to:

Blacks Internet Returns,
JOHN K PHILIPS GROUP LTD
Unit 3 Golborne Point
Ashton Road
Golborne
WA3 3UL

Most Frequently Asked Questions

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