Our Adventure-Ready Returns Promise

At Balaclava Shop, we understand that outdoor adventures require reliable gear that fits perfectly. Just as we meticulously test every piece of camping equipment and ski clothing we sell, we’ve designed our returns process to be as straightforward and adventurer-friendly as possible. If your gear doesn’t meet your expectations, we’re here to help make it right.

Returns Timeframe

We accept returns within 15 days from the date you receive your items. This gives you plenty of time to test your gear and ensure it’s ready for your next adventure.

Condition Requirements

To be eligible for return or exchange, items must be:

  • In original condition with tags attached
  • Unused and unwashed
  • In original packaging
  • Accompanied by the original receipt or order confirmation

⚠️ Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • First Aid & Supports (opened or used items)
  • Care & Repair products (once opened)
  • Cleaning products and solutions
  • Any items that have been used, worn, or damaged after delivery
  • Personal hygiene-related camping accessories

Step-by-Step Returns Process

1 Initiate Your Return

Contact our customer service team within 15 days of receiving your order using the template below. Send your completed request to [email protected].

2 Wait for Authorization

We’ll respond within 1-2 business days with your Return Authorization Number and shipping instructions.

3 Package Your Items

Securely package the items in their original packaging, including all tags and documentation.

4 Ship Your Return

Send your package to our returns centre at:

Balaclava Shop Returns
89 Leeds Rd
Wakefield, GB WF5H 5TG

We recommend using a trackable shipping service and keeping your proof of postage.

Refund Information

Processing Time

Once we receive and inspect your return (typically 3-5 business days after arrival):

  • Refunds: Processed within 5-7 business days
  • Exchanges: Shipped within 2-3 business days of approval

Refund Method

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
  • PayPal: 3-5 business days to reflect in your account

Original shipping fees are non-refundable, unless the return is due to our error.

Exchange Policy

Prefer a different size, colour, or product? We’re happy to help with exchanges!

  • Exchanges are subject to product availability
  • We’ll cover the shipping costs for your replacement item
  • If the exchange item costs less, we’ll refund the difference
  • If it costs more, we’ll invoice you for the balance

Returns & Exchanges Request Template

Copy and paste this template into your email to [email protected]:

Subject: Returns Request - Order #[Your Order Number]

Dear Balaclava Shop Team,

I would like to request a return/exchange for my recent order.

Order Number: [Your Order Number]
Order Date: [Order Date]
Items to Return/Exchange:
- [Product Name, Size, Colour]
- [Reason for return/exchange]

Preferred Resolution:
[ ] Refund
[ ] Exchange for: [Product Name, Size, Colour if exchanging]

I confirm that the items are in original condition with tags attached and unused.

Full Name: [Your Full Name]
Email: [Your Email Address]
Shipping Address: [Your Address]

Thank you for your assistance.

Best regards,
[Your Name]

Need Help With Your Return?

Our adventure-ready customer service team is here to assist you:

Email: [email protected]
Address: Balaclava Shop, 89 Leeds Rd, Wakefield, GB WF5H 5TG
Response Time: Typically within 1-2 business days

Balaclava Shop – Equipping Adventurers Since Day One. We’re committed to ensuring you have the right gear for every adventure, and we stand behind every product we sell.

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