Return Policy

What Field & Fitness commits to do: accept any item that is unused, unwashed and complete, and explain the reason in writing where an item cannot be accepted.

What we ask of you: check the item against the product page before discarding packaging or breaking a seal, and try garments on over your own clothing.

An item is eligible where it is unused, free of marks, odour and pet hair, and returned with its original packaging, tags and any fittings supplied.

Where condition is arguable, Field & Fitness requests a photograph and explains its reasoning before reaching a conclusion rather than issuing a bare refusal.

Where an item is returned in a condition that falls short, the customer is given the option of having it sent back rather than having it disposed of, and the cost of that return is explained before any decision is made.

What Field & Fitness commits to do: accept returns within 30 days of the delivery date recorded by the carrier.

What we ask of you: start the return before the window closes. The clock runs from recorded delivery, not from the date the order was placed.

A parcel collected late from a neighbour, or one that arrived while the customer was away, still has the full period counted from the carrier's recorded date.

Where an order has not yet been dispatched, it is cancelled and refunded in full instead, which is quicker for both sides.

Where the order contained several items, the same deadline governs all of them, since the window attaches to the order rather than to each line.

What Field & Fitness commits to do: reply to a return request with a return address and packing instructions, normally within one working day.

What we ask of you: write to support@willaonline.shop before posting anything, quoting the order reference and the item concerned, and wait for that reply.

Write the order reference inside the parcel as well as on the outer label, so the return can be identified if the label is damaged in transit.

Retain the proof of postage until the refund appears; it is the only means of tracing a return that goes astray on its way back.

Where a customer is unable to print a label, Field & Fitness will post one where the carrier supports it, rather than requiring access to a printer as a condition of returning an item.

What Field & Fitness commits to do: issue the refund to the original payment method within seven calendar days of the returned item arriving and passing inspection.

What we ask of you: allow for the bank's own posting time on top of that period, which commonly adds three to five working days.

Inspection confirms the item is unused, complete and matches the description. Where something is missing, the customer is contacted before any deduction is applied.

Refunds cannot be issued to a different card, a different account or in cash, because the reversal must follow the original transaction.

Where a refund is due but the original card has expired, write to support@willaonline.shop once the bank confirms the closure and an alternative arrangement will be made.

What Field & Fitness commits to do: meet the cost of return carriage where the item arrived damaged, faulty or different from what was ordered, and refund the full amount including postage.

What we ask of you: arrange and pay for return carriage where the return follows a change of mind, and use a tracked service for anything of value.

An untracked return that goes missing in transit cannot be refunded, since there is no means of establishing what happened to it.

Where several items from one order are returned, they should be sent together where possible; separate parcels are treated as separate returns and each attracts its own postage.

Where the customer arranges carriage independently, Field & Fitness asks only that the service used provides tracking; the choice of carrier is otherwise left entirely to the customer.

What Field & Fitness commits to do: state the exclusions plainly on this page, and confirm before anything is posted whether a particular item falls within one.

What we ask of you: check the exclusions below before arranging a return, since an item that falls within them cannot be resold or verified.

Used climbing hardware, opened fuel canisters and opened water-treatment products cannot be returned, because their service history and contents cannot be verified.

Load-bearing equipment that has been used or loaded is excluded on safety grounds, even where it appears undamaged.

Footwear that shows outdoor wear cannot be accepted; boots should be tried on indoors only.

Clearance lines flagged on the product page as final sale sit outside this policy, and the flag is visible before any order is placed.

An item returned without prior agreement, or sent to an address other than the one supplied by Field & Fitness, cannot be matched to an order and may be declined.

Where an item falls within an exclusion, the customer is told before posting it, so that a parcel is not sent at the customer's expense only to be declined on arrival.

What Field & Fitness commits to do: assess a late return individually rather than refusing it automatically, and review any disputed inspection outcome.

What we ask of you: tell Field & Fitness if a return is going to arrive late, and reply to the decision email where the outcome is disputed.

A parcel turned away at the door, or sent back because nobody accepted delivery, is handled as a change of mind: the goods are refunded when they reach us, but the outward postage is not.

A dispute is reviewed by a second member of staff, and the customer is told who considered the original decision.

Where a return is declined, the customer is given the specific reason and the evidence relied on, rather than a general reference to the policy.