Returns Procedure

Returns Procedure – Unwanted Items

If you wish to return an item purchased from us, the item needs to be returned within 14 working days from the day after receipt of the goods (in the Christmas period, by the 31st January).  

Initially please contact us by email (sales@questadventure.co.uk) or letter (Quest Adventure, 5 Ardsheal Road, Worthing, West Sussex, BN14 7RN) to let us know you are returning the goods. You may use the model cancellation form, which can be found by clicking here, but it is not obligatory.

The item(s) can be returned in person to the shop, or via a recognised delivery service.  All items returned must be sent to us via a method that requires a signature at our end.  Please remember that we will require a proof of purchase (for example the original sales receipt) enclosed with the item(s).  We may withhold reimbursement until we have received the item(s) back or you have supplied evidence of having sent the item(s) back, whichever is the earliest.  For the absence of doubt, ‘evidence’ is a tracked method where our signature on receipt of the item(s) is logged. 

The item(s) must be returned unused, in a saleable condition, and in their original packaging with all the labels etc still attached.  Please ensure you do not affix labels or tape to the product packaging, only the external shipping packaging.  Quest Adventure is entitled to refuse the return or deduct from a refund any diminution of value as a result of the product not being in the above condition.

We will make the refund on the returned item(s) without undue delay, and not later than 14 days after the day we receive back from you any item(s) supplied.  The refund will be made on the credit/ debit card used on the original transaction.  You will have to bear the direct costs of returning the item(s), the cost is estimated at a maximum of approximately £25, and are returned at your own risk.

In this instance, we are unable to refund the return packing and postage fees.

Exemptions: No refunds are available for any item(s) that are made to your specifications / clearly personalised to you.  Quest Adventure gift vouchers are non-refundable.

 

Returns Procedure – Faulty Items

All goods that we sell are covered by normal warranty. Most items have a warranty provided by their respective manufacturer BUT this warranty must be carried out by us.

Faulty items sent back to us will undergo a warranty inspection. However, if the item is found not to have a genuine fault covered by its warranty we will contact you straight away to tell you of this. If you subsequently require the product to be returned back to you, we will have to make a charge for carriage. It may also be necessary to send the item away to the manufacturer to confirm the fault. Once we have received your item back we will inform you how we need to proceed. 

Please note: items over 30 days old may need to be sent off for repair before we can consider a refund/replacement. We will inform you if this is the case.

Initially please contact us by email (sales@questadventure.co.uk) or letter (Quest Adventure, 5 Ardsheal Road, Worthing, West Sussex, BN14 7RN) to let us know you are returning the goods and what fault has been found.

The item(s) can be returned in person to the shop, or via a recognised delivery service.  All items returned must be sent to us via a method that requires a signature at our end.  Please remember that we will require a proof of purchase (for example the original sales receipt) enclosed with the item(s) enclosed with the item(s) and your full name and delivery address including postcode and contact telephone number.  

The item(s) can be returned in person to the shop, or via a recognised delivery service.  All items returned must be sent to us via a method that requires a signature at our end.  Please remember that we will require a proof of purchase (for example the original sales receipt) enclosed with the item(s) and your full name and delivery address including postcode and contact telephone number. 

Please keep your postage receipt and we will refund any original postage costs and your return postage costs up to £25 once the damage has been confirmed.  The refund will be made on the credit/ debit card used on the original transaction. 

 

Returns Procedure – Items Delivered Damaged

All items will be packed with care by us, but sadly in rare instances some may get damaged in transit.   Initially please contact us by email (sales@questadventure.co.uk) or letter (Quest Adventure, 5 Ardsheal Road, Worthing, West Sussex, BN14 7RN) to let us know you are returning the goods, when/how they were delivered and what damage has been found. A photo of the damage would also be much appreciated.

The item(s) can be returned in person to the shop, or via a recognised delivery service.  All items returned must be sent to us via a method that requires a signature at our end.  Please remember that we will require a proof of purchase (for example the original sales receipt) enclosed with the item(s) and your full name and delivery address including postcode and contact telephone number. 

Please keep your postage receipt and we will refund any original postage costs and your return postage costs up to £25 once the damage has been confirmed.  The refund will be made on the credit/ debit card used on the original transaction.