Returns
If for any reason you are unhappy with your purchase, you can return your items to us for a refund. Goods must be returned within 30 days, be unused and in the same condition that you received it in (in the original packaging if applicable). Please print off your order confirmation email and include in the package. If you don't have access to a printer, just write a note with your name, order number and order date. Any questions just contact us at fios@nibheis.com
To return your product, simply post it to: 40 High St, Fort William, PH33 6AH, Scotland. You will be responsible for paying for shipping costs. If you are returning an item due to an error on our part then we'll cover the return postage costs. We recommend using a tracked and insured service. Original shipping costs are non-refundable.
We do not offer returns for climbing equipment, perishable goods or flammable liquids or gases. Additional non-returnable items include gift cards and some health and personal care items / sanitary goods.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment. You should expect to see your funds back in your account within 3 to 5 working days, depending on how your card provider processes refunds. Refunds can only be made to the original payment method and are normally processed within 2 working days, however, can take longer at busy times. If you have not received your refund after 10 days, please contact us at fios@nibheis.com.
Exchanges
We only exchange items if they are defective or damaged. If you need to exchange it for the same item,email us at fios@nibheis.com and send your item to: 40 High St, Fort William, PH33 6AH, Scotland. Please do not send your purchase back to the manufacturer. If you want to exchange a non-faulty item just follow our return process above and re-order from our website.