You can only return Tough Mudder products that have been purchased directly through this website. Tough Mudder products purchased at a retail store or from other websites must be returned to the original store or site from which they were purchased.
If you are not happy with your Tough Mudder products, please follow our delivery, returns, exchanges and repairs policy, so that we can exchange or refund your order. Tough Mudder reserves the right to reject the return of products that are not returned in accordance with this policy procedure. We may request that you pay delivery charges to return such goods back to you. Our returns policy does not affect your statutory rights.
RETURN OR EXCHANGE
You may exchange or return new, unworn or unused products within fourteen (14) days of the date the goods were received by you.
Please note: your right to exchange or return products is separate from your statutory right to cancel your order under the Distance Selling Regulations (DSR) which are applicable to UK & EU customers.
RETURN DELIVERY COSTS
If you are returning goods, either as an exchange or refund, you are responsible for the cost of returning the item to us.
We will not refund the original delivery charge in the case of exchanges or returns unless you are exercising your statutory rights as per the Distance Selling Regulations.
In the case of returns, you will only be refunded the value of the goods ordered.
We will only pay the return costs and subsequent re-delivery costs (if applicable) if the return is a result of our error or the goods are faulty.
This returns procedure does not affect your statutory right to cancel or any of your other statutory rights.
DISTANCE SELLING REGULATIONS
Statutory Right to Cancel
If you are a UK or EU customer, in addition to our returns or exchange procedure, you have seven (7) working days (beginning the day after receipt of the goods) to cancel your purchase order under the Distance Selling Regulations.
These legal rights do not apply to non-EU customers.
Where you exercise your statutory right to cancel, we will provide a full refund on the price paid for the goods and the original delivery charge.
Where you fail to return the product(s) in question or you send them at our expense, or if our appointed courier collects the goods from you, we reserve the right to charge you for the direct costs incurred by us in collecting or returning the goods (other than where the goods have been sent to you in error or where such goods are faulty, in which case, such costs shall be at our expense).
Where you exercise your right to cancel within seven (7) working days, you should return the goods to us as soon as reasonably practicable. Please note, if we have provided any services as part of the purchase (e.g. products made to order or gift wrapping) and we have begun to provide these services before you have exercised your right to cancel, we shall not reimburse the costs of such services.
How do I exercise my statutory right to cancel?
In order to exercise your right to cancel, please:
a) Send an email to firstname.lastname@example.org or
b) Write to us at our address at the end of these terms, making it clear in your correspondence that you are giving notice to exercise your statutory right to cancel.
Your email or letter will be deemed to have been received by us on the date you send it (provided it is sent to the correct address and it is sufficiently clear that you are exercising your right to cancel). Please try and keep the confirmation of any letter or email to demonstrate the date when you sent it.
CONDITIONS FOR ALL RETURNS, EXCHANGES OR STATUTORY RIGHT TO CANCEL
We request that you take reasonable care of the goods when opening our packages and assessing the suitability of the goods. All goods must be returned to us unused, in suitable packaging to ensure the goods will not be damaged in transit, together with all original product packaging (please note you have a duty to take reasonable care of returned goods and any refund may be withheld or a charge incurred if you fail to take such care and damage the goods). Please make sure that your items are packed and sealed securely. Packages must be returned with the freight prepaid. We recommend the use of an insured parcel service, such as Royal Mail Special Delivery or DHL Express.
With your purchase of Tough Mudder products, you will receive a delivery note which contains return instructions. To return items, whether for exchange or return, simply make a copy of the form and indicate clearly in writing on the copy packing slip your reason for the return and your preferred remedy, i.e. whether you would like a refund or replacement and if replacement the exact details of what you would like, including the name, size and colour as per the information for that item on our website. Include the copy packing slip in the package and attach the label to the outside of the package then post it back to us. If you are unable to copy the form, our Customer Service Team will be happy to send electronic copies you can print at home. Contact us.
Please return items to our warehouse
Tough Mudder Merchandise, Event, Unit 11, The Edge, Humber Road, London, NW2 6EW
If there are any discrepancies with your order, you must notify us as soon as possible. If you have been shipped the incorrect goods then please accept our apologies. Please contact our customer service team and we will arrange a collection of these goods. Any replacements will be sent at no extra cost.
For refunds, please note that the refund will not show in your bank account until at least 3-5 working days after the refund had been made by Tough Mudder Shop. If it is not there after this time, please check with your bank before contacting Tough Mudder Shop.