Refund policy

Returns Address

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

Please include your Order ID or proof of purchase with your return where possible.

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

Online Orders

We understand that sometimes an item isn't quite right. If you're not completely satisfied with your purchase, you can return it to us, subject to the conditions below.

None of the following affects your statutory rights.

Returning an Unwanted Item

If you return an item within 28 days of delivery or collection, we'll issue a full refund to your original payment method, provided the item is returned in its original condition.

We aim to process refunds within 14 days of receiving your returned item.

If you contact us within the 28-day period but are unable to return the item immediately, please get in touch. Any refund outside this timeframe will be at our discretion.

We do not accept returns for unwanted items after the 28-day returns period. If an item is sent back outside this period, we may return it to your default delivery address and ask you to cover the delivery costs.

In-Store Purchases

For purchases made at our Farnham store, items may be returned within 28 days of purchase, provided they are in brand new, unused condition with all original packaging, tags and labels intact.

Please note:

  • Refunds are not available for in-store purchases unless the item is faulty or your statutory rights apply.

  • Eligible returns can be exchanged for another item or issued with a store credit to the value of the original purchase.

Proof of purchase is required for all in-store returns.

Original Condition

For hygiene and customer safety reasons, the following items cannot be returned unless they are faulty:

  • Underwear where the hygiene seal has been removed or labels have been detached.

  • Swimwear where the hygiene seal has been removed or labels have been detached.

  • Face coverings where the seal has been broken or tampered with.

None of these conditions affects your statutory rights.

You're welcome to try items on as you would in a shop, but please do not wear them beyond this. All returned items are inspected upon receipt.

To be eligible for a refund, exchange or store credit, items must be:

  • Unworn and unused.

  • In the same condition they were received.

  • Returned with all original tags, labels and packaging intact (for example, footwear should be returned in the original shoe box).

If an item is returned worn, damaged or otherwise unsuitable for resale, we may refuse the return and send the item back to you. Delivery costs for returning the item to you may apply.

Free Promotional Items

If your order included a free promotional item, it must also be returned when returning the qualifying purchase.

If the promotional item is not returned, we reserve the right to deduct its full retail value from your refund.

Returning Your Item

To arrange a return for an online order, please contact us at enquiries@altonsports.co.uk.

Once your return has been authorised, please send your parcel to:

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

Please do not send items back without first contacting us, as unauthorised returns may not be accepted.

Unless otherwise agreed, customers are responsible for the cost of returning items to us.

If you have any questions about your return, please contact us at enquiries@altonsports.co.uk.

Responsibility for Returns

Returned items remain your responsibility until they arrive safely with us, so please ensure they are securely packaged to prevent damage during transit.

If shoe boxes or product packaging are returned damaged, heavily taped, torn or missing, a £6.00 restocking fee may be applied.

We strongly recommend using a tracked or signed delivery service and keeping proof of postage until your return has been processed.

Alton Sports cannot accept responsibility for items lost or delayed whilst being returned by a courier or postal service.

If items are returned to us in error, we will do our best to locate them. If found, we may ask you to cover the cost of returning them to you.

Fair Use Policy

Our returns policy is designed to give customers flexibility while preventing misuse.

If we identify an unusual pattern of returns activity, we reserve the right to deactivate your account and any associated accounts. Examples include, but are not limited to:

  • Returning items after they have been worn beyond simply trying them on.

  • Ordering and returning an unusually high volume of products.

  • Returning items that do not match those originally purchased.

If you believe your account has been deactivated in error or you need to make a legitimate return, please contact our Customer Care team.

We also reserve the right to take legal action where returned items do not match the original order.