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Returns & Exchange

Satisfaction guarantee

Our satisfaction guarantee enables you to return an item to us for exchange, credit or refund within 30 days of receipt of your order when managed through your account, where you can associate the return with the relevant order.  You can shop with confidence knowing that there is no problem in returning items to us within this time period; providing items are returned in an unused and re-saleable condition.  Items must be in their original packaging, including all tags and labels attached and intact and gifts with purchase must also be returned. Items may not have been used for purposes other than trying them on.  Items may not be damaged or have any indications of wear that could prevent the item from being re-sold.  We will issue a refund upon receipt, or exchange the item for a different size/colour or product if preferred.  Please note the following:  The item is your responsibility until it reaches us.  For your own protection, we recommend that you use a delivery service that insures you for the value of the goods.  The cost of returning the item to us is your responsibility.  Refunds will be given at our discretion and card issuer charges may be applicable.

We’re working towards reducing the amount of plastic we use. When returning your items please put all items into one parcel bag and attach one returns label (regardless of the items coming back.) We’ll do the rest - once your parcel reaches us we’ll check each item individually and credit/replace them

Manufacturers Warranty

Most items have a one year warranty on them from the manufacturer, please note this warranty will not cover wear and tare, misuse or damaged items. If an item becomes defective, we must be notified immediately and within 14 Days of notification the item must be retuned to us and or the manufacturer.


Please note that all returns must be packaged well and if your item has an outer product box, (eg, wellies, boots etc) this must be over boxed or wrapped and must not have tape on the product box.  Customers who return an order by simply applying tape and posting labels directly onto the box will have their return rejected.

Please note that in order to return an item which has been purchased as part of an offer or deal, all items on that order must be returned together, otherwise the full item price will be deducted from the refund amount.

Please note: Crossbows:  Once a crossbow has been assembled, it is no longer covered by the 30 days distance selling terms, please note that our engineers can tell if an item has been assembled, fired or used in anyway.

Excessive returns may incur a re-stocking charge of upto 15% and banned from

Please allow up to 14 working days for your refund to be processed.  All refunds will be issued in the same form as the original payment.  Please note in some cases it may take up to 7 working days from the time that your refund is processed for funds to appear on your bank statement, this is dependent on the bank or card issuer.

Returns made outside of the 30 day return period may be refused at our discretion and if accepted will be subject to a 15% restocking charge.  Please contact us before making ay returns outside of the 30 day period. 

Christmas gifts purchased between 20 October and 13 December each year benefit from our extended returns period until 10 January. Outside of this our standard 30 day returns policy applies.

For health and safety reasons all returned goods, for whatever reason, must be returned clean and dry.  Returned goods that are not clean will not be dealt with.

By placing an order online with us, you accept and agree to the online return policy.

Complaints and Faulty Goods

Any incorrect or damaged goods must be reported within 3 days of receipt. These will be replaced as soon as possible at no expense to yourself. A cover note detailing the return item(s) and action required is a necessity if you wish for it to be processed quickly and efficiently.

We will provide the option of a full refund, within a reasonable time, if the goods turn out to be faulty or different from those ordered.  In the unfortunate case of an item which has developed a fault, which has not been caused by misuse, please return it to us for inspection.  Upon identification of a fault, we may refund any reasonable postage charge incurred by yourself, (please note that In cases where the item is deemed to be faulty we will only refund a maximum of £8 towards any return delivery charges incurred and a receipt for this must be supplied).  We will then send a replacement or issue a refund.  In some cases the manufacturer or supplier may require to see the item(s) before repair or replacement can be agreed.

A return, replacement, refund or exchange will not be given on an item deemed to have a fault caused by fair wear and tear or wilful damage, abnormal storage or working conditions, failure to keep clean and lubricate any materials, parts or mechanisms by you or any third party.  If you fail to use the products in accordance with the user instructions, or unauthorised alternations, repairs or modifications not performed by us; or use products after such products have sustained damage rendering them unsafe for use for the purpose for which they were designed.

In order to return a product you must contact us first and complete the online returns from.  Once completed you will be contacted by email with a returns number and agreement to your return.

Customers outside of the UK

If you are ordering from a non-EU member state country in Europe (including the Channel Islands), or from anywhere outside Europe, you may be subject to import duties and taxes that are levied once the package reaches your country.  Any additional charges for customs clearance must be borne by you, we have no control over these charges and cannot predict what they may be.  You may wish to contact your local Customs office for information.

VAT is not applied to orders received from countries outside the EU.  These orders will continue to attract the same advertised prices applicable to the products on display.  Please note that when ordering from outside of the UK, you are the importer and you must comply with all laws ang regulations of the country in which you are receiving the goods.

Returns from outside the UK must be clearly marked goods being returned to country of origin.  This information should also be entered on any customs declaration that is required.  We reserve the right to refuse any returned parcel that has attracted any customs charges.  Boxz will not cover shipping expenses for the return of goods or the sending out of replacement goods.  You will be responsible for shipping both ways.  Please consider this important point when having goods delivered outside of the United Kingdom.  Shipping costs for deliveries outside of the United Kingdom are estimated on our website, due to restrictions placed by carriers regarding size and weight of packages sent internationally, charges can vary by location.  In this case we will contact you prior to dispatch to agree any changes in delivery cost.