Returns & Refunds

What is your Returns Policy?

Returns Address

Alton Sports Returns
4 Hazel Road
Four Marks
Hampshire
GU34 5EY

*Please include your Order ID within the return.

Want to find out more about our returns policy? Read below for more information.

Returning an unwanted item?

We get it - sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition we accept returns, subject to the rules below, including rules about fair use.

None of these affect your statutory rights.

If you return an item requesting a refund within 28 days of delivery/collection, we'll give you a full refund. Your refund will be issued using your original payment method.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Original Condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

  • Underwear if the hygiene seal is not intact or any labels have been broken.
  • Swimwear if the hygiene seal is not intact or any labels have been broken.
  • Face coverings¬†if the seal has been tampered with or is broken.

None of these affect your statutory rights.

Of course, it's fine to try an item on like you would in a shop, but please don't wear it for longer than that. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them. This includes the original packaging with all tags and labels attached (e.g., shoes should be returned with the original shoe box). We can't process a refund, replacement or exchange if your item is unable to be resold.

Free products

Free products associated with purchased items you return must be returned also. If the free items are not returned, unfortunately, you will be charged for them at the normal price.

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! If boxes are returned damaged, torn, sealed with tape or missing entirely, a restocking fee of £6.00 will be charged.

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return (we recommend using a tracked or signed service).

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Please note that Alton Sports cannot be held accountable for lost or delayed goods when being couriered back to us.

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right, then we might have to deactivate the account and any associated accounts. This includes but isn't limited to:

  • When we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them.
  • When someone orders and returns loads - way, waaay more than even the most loyal Alton Sports customer would order.
  • When the items returned don't match what you ordered. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.

Please note: we reserve the right to take legal action against you if the items you return don't match what you ordered.