Returns, Refunds and Exchanges

Returns, Refunds and Exchanges

We really want you to be happy with your purchase, however if your not into it as much as you’d hoped, you can return your items to us within 30 days from the date of your order to request a return and be receive a refund. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Products must be in their original condition, unused and unworn.

Returned items should be:

  • In their original condition & packaging with tags attached
  • Items must be free from any defined odour (food smells, cigarettes, perfume, deodorant etc.)
  • Items must be free from any marks and stains (food stains, makeup marks, deodorant and fake tan)

You’ll also need the receipt or proof of purchase.

To start a return, please contact us at info@fromeboulderrooms.co.uk and we will then send you a return reference number. 

Please note, you are responsible for all postage costs of returns. 

We take health and hygiene very seriously, as a result of this certain items are not eligible for return. These include:

  • Underwear pants and socks unless the item is faulty
  • Swimwear bottoms where any hygiene strips are damaged or removed
  • Face and mask coverings

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like harnesses, ropes, karabiners and any safety related equipment. This is because once it has left our shop we are unable to guarantee the conditions that this product has been stored or exposed to and would therefore be unable to resell this product with confidence. The exception to this rule is if the product is defective, damaged or faulty. 

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted and refunded, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Warranty

We know that sometimes there can be issues with the product that could come under warranty. We trust our customers in making a fair and reasonable judgment on if a product should come under warranty before contacting us. But if you’re unsure if your product come under warranty, then these following steps will help in deciding to make a warranty claim. 

Any product sent back to us without prior contact will not be accepted. 

Making a warranty claim 

All products must be bought through Boulder Rooms. Proof of purchase will need to be provided when you make a claim.  

If you do decide to make a claim, we will need the following information to help us make the best decision. Even though you think your product will come under warranty, we will have to evaluate all the information you have given us. We will look at all the information and let you know if it is covered under warranty and what the following steps will be. 

What information we need to have:

  • Name 
  • Phone Number 
  • Product name and description 
  • Size and Colour 
  • Proof of purchase 
  • Date of purchase 
  • Explanation of warranty concern 
  • Pictures of the product clearly showing the area of concern 
  • Pictures of the whole product 
  • Brief history of how the product has been used and any information that may be linked to the area of concern

Footwear 

  • Picture of the bottom of both shoes 
  • Picture of the top of both shoes 
  • Picture of different angles of the shoes 
  • Close-up picture of the area of concern 

Other Products 

  • Picture of entire item 
  • Picture from alternative angle 
  • Close-up picture of the area of concern 

All Products must be clean and dry when making a claim 

Please send all warranty claims to info@fromeboulderrooms.co.uk

Warranty Terms and Conditions 

All products have a six-month warranty period, products must be returned within this period for them to be accepted. 

Our warranty does not cover general were and tear, improper fit, improper use, or improper care. Some examples of these could be that a shoe has been worn out, wearing clothing or footwear unintended for their design, leaving products in unsuitable conditions like extremely hot weather.

We do not accept any clothing or footwear that has been repaired, altered or resoled or any other sort of modifications. Any item that we deem to be under warranty must be returned to us for a full evaluation before we can arrange a replacement.

When accessing items under warranty, we may have to ask a number of different questions. This is not meant to cause offence, and is to help us evaluate what could have caused the defect or fault. 

If you have any questions regarding whether a product comes under warranty, let us know by contacting us and will happily have a look at it for you and see if we believe it’s a defect. 

Reasons why a product may be covered under warranty 

  • Problem with how it has been manufactured 
  • Product defects 

Reason why a product may not be covered under warranty 

  • Normal wear and tear 
  • Improper use 
  • Improper fit 
  • Improper care and poor maintenance 
  • Modification or alterations of the product 
  • Damages due to improper care e.g storage or transportation