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Exchanges / Returns

Exchanges

Returns

Exchanges

How do I make an exchange?

Please let us know that you wish to make an exchange and we will reserve the item required. You can either email us at exchanges@openair.co.uk or call 01223 324666. Afterwards post your item(s) to:

Open Air – Exchanges
11 Green Street
Cambridge CB2 3JU

Please understand that the security of items in transit before they are received back by us is your responsibility. Therefore we recommend using a signed for, insured service. If in doubt choose Royal Mail. A Certificate of Posting (available free) will cover cheaper items, otherwise use Signed For or Parcel Force, which can be insured for a small fee. All of these services are available from any Post Office counter. We will normally send your exchange on the same day that we receive the returned item.

Who pays the postage on exchanged items?

For UK orders, we will not charge to send your 1st exchange. However, you will have to cover return postage.
Unfortunately we are unable to offer the same policy to our international customers, but we will always strive to charge as little as possible for your exchange.

What is the quickest way to make an exchange?

Just place a new order for the desired product and send the other item back as a refund return, with a note "Exchanged for order no. _______" this will ensure that you will receive your full refund with no deduction to cover our postage costs.

Returns

Our No Hassle return policy

If for any reason you are unhappy with your purchase, you may return it to us within 14 days, provided the items are complete and unworn. We do not charge re-stocking fees and will refund the purchase price in full. To return an item all you need to do is to post it back to us. If you decide to exchange the item for a different size or colour, we will not charge to post your 1st exchange. Normally refunds will be made on the same day that the goods are received back by us.
If you are an overseas customer or live within certain postcodes (eg Highlands and Islands) our policy is a bit different full details are available in our terms and conditions, which you can browse here

How do I make a return?

Just post your items with the return slip (If you can't find it here it is (link)) to:

Open Air – Returns
11 Green Street
Cambridge CB2 3JU

Please understand that the security of items in transit before they are received back by us is your responsibility. Therefore we recommend using a signed for, insured service. If in doubt choose Royal Mail. Certificate of Posting (available free) will cover cheaper items, otherwise use Signed For or Parcel Force, which can be insured for a small fee. All of these services are available from any Post Office counter.

Who pays the postage on returned items?

We are unable to offer free returns. The carriage cost of a return will be at your expense. In the unlikely event of a faulty or incorrect item being delivered we will refund your return carriage costs from within the UK to a reasonable amount.

What do I do if an item is damaged or incorrect when it's delivered?

If you receive an item that is damaged or just incorrect, you may return it to us, without charge, for a replacement or full refund. If you choose to receive a replacement, we will pay for the delivery costs you incur returning the defective item (within UK) and despatch the replacement free of charge. Please return the items using Royal Mail Signed For service where possible. Please make sure to contact us first before returning damaged or wrong items. You may do this by emailing returns@openair.co.uk or calling us on 01223 324666. We will try our best to set things right as quickly as possible. This typically means that we will despatch the replacement straight away. If you do not return the original item to us within 14 days we reserve the right to charge the price of the replacement item to the payment card used for original order.

How quickly do you issue a Refund?

We will normally process and issue refunds on the same day that we receive the item(s) here. It will take between 3-4 working days for the funds to arrive in your account, this is the normal processing time for credit card issuers. Paypal refunds are pretty much instant.

What do I do if an item fails once it's been used?

Firstly, we apologise if the goods ordered did not perform as expected. We take great care to stock high quality outdoor gear, but occasionally things go wrong. If a fault develops simply contact us on returns@openair.co.uk or call us on 01223 324666 and provide as much detail as possible describing the problem. We will then get in touch with you to organize a return for inspection. All used items must be returned in clean condition. Please note that the final decision whether goods are faulty lies with the manufacturer. If the item is deemed faulty we will replace, repair or refund you. (Choice at Open Air’s discretion)