Returns & Cancellations

We want the equipment you choose to be right for your time outside. Contact ascentrecovery@outlook.com with your order number or another proof of purchase for a cancellation, return or product problem.

Changing your mind

For an online order, tell us that you wish to cancel within 14 days after you receive the goods. Where one order is delivered in separate parts, the period starts when the final part arrives. You then have 14 days to send the goods back. You do not need to give a reason, and you can cancel before delivery.

You may inspect goods as you would in a shop. We may reduce a refund only for loss in value caused by handling beyond what is needed to establish their nature, characteristics and functioning. Original packaging is helpful for safe transport but is not a condition of your statutory cancellation rights.

Return arrangements and costs

Email us for the correct return address and instructions. Please do not send a parcel to the supplier address on its label or to the registered office without checking with us. Your cancellation is effective when you tell us; it does not depend on us approving it.

For a change-of-mind return, you pay the direct return cost where we told you this before purchase. For goods that cannot normally be returned by post, the return cost or a reasonable estimate must be given before you order. If we did not provide the required cost information, we bear that cost. We pay reasonable return costs for faulty, damaged, incorrect or misdescribed goods.

Refunds

For a cancelled order, we refund the goods and the cost of our least expensive standard outbound delivery option. Any extra paid for an upgraded delivery service is not refundable. We use the original payment method unless you agree otherwise, with no refund fee. We refund within 14 days after receiving the goods back or receiving evidence that you sent them, whichever is earlier. Where no goods have been supplied, we refund within 14 days of your cancellation.

Faulty, damaged or incorrect goods

Your goods must be of satisfactory quality, fit for their stated purpose and as described. You normally have a short-term right to reject faulty goods within 30 days of delivery. After that, repair, replacement, price reduction or a final right to reject may apply under the Consumer Rights Act 2015. Contact Ascent directly: your rights are against us as the retailer and are not replaced by a manufacturer’s warranty.

Stop using an item if you believe it is unsafe. Photos can help us understand a problem, but they are not a blanket condition for exercising your rights. Nothing in this policy restricts your statutory rights.

Optional cancellation form

To: OXBEAK LTD trading as Ascent, Unit 7–8 Silverlink Business Park, Wallsend, NE28 9NX, United Kingdom; ascentrecovery@outlook.com.

I give notice that I cancel my contract for the following goods: [goods]. Ordered on/received on: [date]. Order number: [if known]. Customer name: [name]. Customer address: [address]. Date: [date]. Signature: [only if sent on paper].