Help And Information

We always use the highest level of security, your payment details are automatically encrypted when you enter them & are deleted from the system after 14 days. We do not keep any card details, our system is designed to delete them after the14th day.

International payments take a few days longer to process.


Postage & Delivery

Where we aim to get orders dispatched within 24 to 72 hours. Orders usually take anything between 3 - 5 working days for delivery.
We can express some items but you will need to check if this is available by contacting the store.

Please allow 14 working days for delivery. We will look into missing or outstanding orders on the next working day after the 14th Working day.

International Shipments will take a few days more to reach their final destination.

Please note we have a standard delivery charge of £4.50
 This charge is PER ORDER and NOT PER ITEM.
Larger items and international orders will be calculated by weight and once you address details are entered and we know the goods destination, you will see the full postal price before committing to purchase.
You will be contacted if there are any problems with postage to your area.

We use Parcel Force, Royal Mail and occasionally UPS Depending on the shipment.


Return of goods policy:

Goods can be returned for a full refund within a reasonable time if they are faulty or if the wrong item has been dispatched. In this event, please contact us HERE. If the goods have been dispatched as ordered, if the items are deemed unsuitable, they can also be returned for a refund.
You will need to contact us with your details for a refund.

After you have received your goods, you can return any item to us for a refund or an exchange within 14 days (after the day you receive them).
If you would like a different size or style you must return the original item, with your documentation and returns slip to arrange a different item.


We ask that you provide proof of purchase, your invoice and or receipts of purchase these MUST be accompanied by a completed returns slip. This is so we know where & who the goods are coming from.

Please Email us using this link to request a Return electronically. (will open an email window)
 RETURNS FORM  Please write RETURNS REQUEST in the subject title and you MUST provide us with your order ID and the item you wish to return. We will update the return in the system and you may log in for further information.

Nothing in these conditions affects your statutory rights as a consumer. The card used for the purchase will be credited with the original purchase amount.

Please note we are unable to offer a refund on our CLIMBING HARDWEAR, HARNESSES and TECHNOLOGY RANGE once the box / packaging has been opened, unless the product is faulty. This does not affect your legal rights. Refunds cannot be given on Gift Vouchers.

In the interest of hygiene we are unable to offer a refund on underwear, and any sleeping bag or pillow product once opened/used, unless the product is faulty. This does not affect your legal rights.

Items must be unused, still have their original packaging and labelling, in a resalable condition and be accompanied by proof of purchase i.e. delivery note/receipt and Returns form.

Any goods returned under the Distance selling regulations are returned at your cost.

You will need to contact us with your details for a refund after you have returned the goods to us. We do not hold any payment data on our systems.

We recommend that you return your items via recorded delivery.


Cancellation Policy:

Under the distance selling regulations you have the legal right to cancel your order within seven working days after initial receipt of the goods with the exception of purchases of perishable items (including food), sealed audio or video recordings and computer software.

Where goods are delivered to a third party you will only be able to exercise this right if you are able to return to us the goods you ordered.

We aim to meet the provisions of European consumer law. As such and subject to the provisions of our returns policy outlined above, any customer has the right to cancel their order up to 7 working days after initial receipt of the order.

You must let us know via Email, Fax, or in writing that you will be cancelling within 7 working days.

In-store exchanges:

Direct exchanges of same-value or higher product (i.e. where no transaction of funds is required) may be undertaken in-store. This is subject to the same terms and conditions pertaining to items being unused; still having their original packaging and labelling, and being accompanied by the original delivery note.

Resale:

Goods purchased from Leisure Quest.net may not be used for resale.

Complaints:

We aim to deal with all complaints as effectively as possible. Our complaints handling procedure is designed to be fair, confidential, easy to use, speedy and informative. In the first instance, your complaint may be emailed to us HERE, or mailed to Leisure Quest 7 High Street, Swansea SA1 1LE UK.

Please give (or be ready to provide) full details of the nature of your complaint, including the products purchased, your Order ID number, your name, address, daytime telephone number, email address and any other information which you think will assist us in resolving your problem as quickly as possible. We aim to acknowledge by email any emailed or mailed complaint within 10 days, and to conclude our investigations as soon as possible thereafter.

Telephone complaints will not necessarily be acknowledged by email prior to commencement of investigation. A likely timescale for resolution will be provided upon request, but given the specialist nature of our product range, this timescale will be dependent upon the specific nature of the complaint.


We respect your privacy!
Any and all the information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned!
Any information you provide will be held with the utmost care and will not be used in ways that you have not consented to. If you have any questions, please feel free to call or email us.