Returns Policy


Introduction

We want you to be able to shop with confidence and be satisfied with your purchase. We pride ourselves on our customer service and quality of items we sell. Every effort is made to inspect each item to ensure it's suitability for delivery to you.  

On that basis we offer a full returns policy detailed below to ensure you can buy with confidence.

In the instance that you're not be happy with your purchase please do get in touch with us via the contact us page on our website. You may reach us via telephone or email and we have staff members dedicated to customer service enquiries. We will get back to you within 24 hours.

Details of our returns policy and procedures are included below and we recommend you read this to ensure you are familiar with the policy terms.

Jump to Section: 

Wrong Size Item

Damaged, Faulty or Item Not As Described

Change of Mind or No Longer Want Item

Returns Authorisation Procedure

 

RETURNS POLICY

Timescale

Our policy lasts for 30 days.

To define this timescale further, this 30 day period starts from the moment first delivery of your item is attempted to your stated address.

Any Returns requests outside of this timescale will be at management's discretion. 

Wrong Size Item

We make every effort to include accurate sizing information and advice in the product description or images for each product we sell to minimise the risk of purchasing the wrong size.

We recommend that you check this information prior to placing an order.

All measurements of items are taken by hand. Therefore please allow 1-3cm's worth of variation between stated and actual item size.

We offer two options to you in the instance that you order the wrong size item:

  1. Exchange the item for the correct size
  2. Return the item for store credit

To be eligible for a return or exchange, your item must be unused, with all original tags and in the same condition that you received it in. It must also be in the original packaging with proof of purchase.

Contact us requesting an RA number and please follow the RA number procedure outlined in this policy. Items without a valid RA number will not be accepted. 

You will be responsible for paying for your own return shipping costs. Shipping costs are non-refundable. 

Damaged, Faulty Or Item Not As Described

We make every effort to check quality and accuracy of our items/ orders prior to dispatch. In the instance that you receive a damaged, faulty, incorrect item or one which is not as described we apologise for this mistake and have a procedure in place for this.

We offer three options in this instance:
  1. Refund
  2. Exchange
  3. Store credit

Please contact us within 7 days of receiving the item to advise us of the issue and provide evidence of the defects or issues.

To be eligible for a return, your item must be unused, with all original tags and in the same condition that you received it in. It must also be in the original packaging. We will not accept returns for items which you have damaged yourself.  

Contact us requesting an RA number and please follow the RA number procedure outlined in this policy. Items without a valid RA number will not be accepted.

You will be responsible for paying for your own return shipping costs. Shipping costs are non-refundable. 

Change Of Mind Or No Longer Want Item

Any request for a return, exchange or refund outside of our standard policies above will be at management's discretion.

In all instances, if a return is granted for this reason then store credit will be the resolution offered and the full RA procedure must be followed.

Refunds will not be considered in these circumstances. In this instance any credit offered to you will be less the cost of return postage to our manufacturer / dispatch centre.

You will be responsible for paying for your own return shipping costs. Shipping costs are non-refundable. 

Returns Authorisation Number (RA) Procedure & Terms / Conditions

To be eligible for a return, refund or exchange of any kind your item must be unused, with all original tags attached and in the same condition that you received it in. It must also be in the original packaging.

Contact us requesting an RA number and please state your reason for requesting this. Provide proof of original purchase and if requesting a refund (if applicable) please provide evidence of item defect, damage or difference from product description. Items without a valid RA number will not be accepted.

Once your RA number is received, send your item to: Silverback Outdoors, 14 Barnham Close, Norwich, Norfolk, NR5 9LQ, United Kingdom. Please ensure your package has the RA number clearly shown and your order details included for our reference purposes. 

In all instances we will need to be in receipt of the returned item before any action is taken by us. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request if applicable. The decision to issue a refund will be at management's discretion. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

We'll refund (if applicable) the price you purchased your item at - this includes sale items.

All exchanges will be sent to the original order delivery address. 

We are not responsible for any items that are returned to us by mistake.

In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We regret to inform you that we cannot be held responsible for returned goods that become lost in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this to minimise risk.

Please do not send your purchase back to the item manufacturer / dispatch centre.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Exemptions

Several types of goods are exempt from being returned.

Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items

There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Management will have complete discretion of action for any item that is returned more than 30 days after delivery.


Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@silverbackstores.com.

Shipping Costs

Please note that any and all shipping costs paid for are non-refundable in all circumstances. Shipping costs are spent on getting the item shipped to you and once the item is in transit they cannot be refunded. 

 

Further Questions

If you require any further information on our returns policy please get in touch via our contact us page. 


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