Returns, Refunds & Exchanges

We want you to be completely satisfied with your gear. If something isn’t right with your purchase from the Terra Nova online shop, please find the relevant section below to start your return.

Changing Your Mind?

If you wish to return an item for a refund, you can do so within 14 days of receiving your goods.

  • Condition: Items must be returned in their original condition. Please take reasonable care of the goods, as Terra Nova reserves the right to refuse returns that are damaged or heavily used.
  • Shipping: You are responsible for the cost of return postage and the safety of the items until they reach us. We strongly recommend using a secure, tracked delivery method that requires a signature upon arrival.
  • Refunds: Once your items arrive back at our workshop in their original condition, we will process a full refund to your original payment method within 30 days.

Received the Wrong Item or an Order Error?

If we made a mistake, sent you the wrong product, or the return is deemed to be our fault, we will make it right completely free of charge.

  • Process: Please contact our team by telephone at 01773 833300 within 14 days of receipt.
  • Cost: We will advise you on how to return the items to us and will cover all return shipping fees and payments made.

*Items bought from our clearance or seconds section are sold with a general description of their condition. Specific faults are not individually itemised, and the heavily discounted price reflects the expected condition of the gear.

Suspected Faulty Goods

If you believe your Terra Nova, Wild Country, or Extremities product has failed due to a manufacturing defect:

  1. Submit a Request: Do not ship the item immediately. Fill out our Online Repairs & Guarantee Form first.
  2. Review: Our team will review your information and, where necessary, arrange the collection of your item.
  3. Fix: Repairs confirmed to be covered under your product’s guarantee will be carried out completely free of charge.
  4. Packing: Please ensure the item is packaged securely, as we cannot be held responsible for transit damage.

Need to Speak with Us?

If you have any questions about an ongoing return or refund, our team is available Monday to Friday, 8:30 to 17:00 (UK Time).

For more info, see our Legal Page

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