How do I return a product?
In accordance with the law of 14 July 1991, you have the right to return online orders within 14 calendar days of receipt. You can do this in two different ways:
- You can bring it to one of our stores. You can return the product for free in the store at the checkout. You'll be refunded immediately.
- Another possibility is to return the product to the headquarters of A.S. Adventure via post. In this case the return costs are your responsibility; they will not be refunded.
Place the complete return note and your receipt in the return package. The return note was included in the delivery box. Don't forget to fill in your account number (IBAN number and BIC code).
The return address:
Please note: these return conditions and the address above are only valid for products that are purchased in the webshop. We only take back products that are still in their original state and have not been used. A.S. Adventure can refuse a return if the products were used or damaged by the customer.
These return conditions do not apply to personalised products - i.e. made-to-measure items and items that require registration. Therefore bicycles, mounted skis and registered GPS (sat nav) devices cannot be returned. Gift vouchers, Bongo vouchers and Viva boxes cannot be returned. For your own safety, we cannot accept returned climbing equipment.
Can I return sale items?
You can return sale items that were purchased online. The return can be made both in our stores and by return shipment within 14 days of receipt. Sale items that were purchased in the store can be returned or exchanged up to 3 days after the purchase was made.
How do I exchange a product?
To exchange a product you must clearly indicate on the return note which item, size and colour you want. If this exchange isn't possible, we will contact you and arrange a refund. You can also exchange a product directly by going to one of our stores.
Will my return shipping costs be refunded?
As a rule, return shipping costs are not refunded. A.S. Adventure will only refund return shipping costs if you did not receive the item you ordered or the item was damaged upon arrival. The shipping costs for returns will be refunded at standard postal rates.
Please note: A.S. Adventure can refuse a return if the products were damaged by the customer.
Do I have to return my package within a certain deadline?
As a consumer, you have the right to inform us that you renounce the purchase, without paying a penalty and without mentioning a motive, within 14 workdays as of the day that follows the delivery of the product or within 14 days of concluding a service level agreement. This deadline is extended to 30 days after receipt for Explore More members.
How do I know if my return shipment actually arrived?
As soon as your return package has been processed at A.S.Adventure, you will receive a confirmation e-mail. Your return will be processed within one week of receipt. If you requested a refund, this will be processed as quickly as possible. If you requested to exchange the product, you will receive a message from us a quickly as possible.
I received a return confirmation e-mail yet I still haven't received a refund 10 days later. What should I do?
If you paid for your order with a credit card (Visa or MasterCard) or with Maestro then the refund is processed automatically. You will find the amount on your next bank statement or you can contact your bank to confirm this.
For Bancontact and A.S. Adventure gift vouchers we have to transfer the money manually. If you have not received the moneys 10 days after the return confirmation e-mail, you can contact us on firstname.lastname@example.org. We will investigate why you have not received the refund yet.
When will I receive my refund after returning an item?
As soon as your package is processed by A.S. Adventure, you will receive a confirmation e-mail. After receiving this confirmation e-mail, your refund will be processed automatically or manually. Bank transfers are completed within one week after the return is processed. Always write your IBAN account number and BIC code clearly and legibly on the return note.
If you haven't received your refund after one week, please contact the A.S. Adventure support team and mention your IBAN account number and BIC code. Send an e-mail to email@example.com.
Are there products that cannot be returned?
You can return any product purchased via the webshop except personalised products. These are made-to-measure products and products that require registration. Therefore bicycles, mounted skis and registered GPS (sat nav) devices cannot be returned. Gift vouchers, Bongo vouchers and Viva boxes cannot be returned. For your own safety, we cannot accept returned climbing equipment.