Refund Policy
Clear and straightforward information about cancellations, returns, refunds and what to expect after a refund has been approved.
At EOV HIKING, we want you to feel confident when ordering footwear from our online shop. This policy explains how to request a return or refund, how returned items are assessed and how long refunds usually take to reach your account.
1. Your Right to Cancel
You have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason. You then have a further 14 days from the date you notify us of your cancellation to send the goods back.
To exercise this right, contact us within the initial 14-day period and clearly state that you wish to cancel your order. Please include your order number so we can identify your purchase.
Some products or circumstances may be subject to legal exceptions. Any applicable exception will be considered in accordance with the relevant consumer protection rules.
2. Return Conditions
For a smooth return, please take reasonable care of the footwear and its packaging while deciding whether to keep your purchase.
- Try boots indoors on a clean, dry surface to check the fit and comfort.
- Return the footwear in a condition that allows us to inspect it, with the original packaging and included accessories where reasonably possible.
- Include your order number or other order details so the parcel can be matched to your purchase.
- Please avoid wearing footwear outdoors if you are still deciding whether to keep it.
You may handle and inspect an item as you would reasonably be able to in a shop. If an item has been handled beyond what is necessary to establish its nature, characteristics and fit, any legally permitted reduction in the refund may depend on the resulting loss in value.
These conditions do not limit your statutory rights if goods are faulty, damaged or not as described.
3. How to Request a Return
Please contact us before sending a return so we can provide the relevant instructions.
- Provide your order number and the item you wish to return.
- Tell us whether you are cancelling your purchase, returning an unwanted item or reporting a problem with the goods.
- Wait for our reply with the next steps before arranging the return, where practical.
- Pack the item securely and use a suitable delivery service.
Please keep your proof of postage and any tracking details until the return has been completed.
4. Return Delivery Costs
For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we have agreed to cover it or applicable law requires otherwise. If we are responsible for an error, or the goods are faulty, damaged or not as described, please contact us so we can explain the appropriate return arrangements.
Original delivery charges will be refunded where required by law. For a valid cancellation under the applicable distance-selling rules, this generally includes the cost of our least expensive standard delivery option. Any additional amount paid for a more expensive delivery option may not be refundable.
5. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as reasonably possible with your order number and a description of the issue. Photographs can help us understand the problem, where appropriate.
We will review the information and explain the available next steps. Depending on the circumstances and your legal rights, this may include a refund, replacement or another suitable remedy.
Your statutory rights under UK consumer law remain unaffected by this policy.
6. Refund Processing Time
Once a return or cancellation has been approved, we will arrange the refund using the original payment method, unless another method has been agreed with you and is permitted by law.
For cancellations covered by the statutory 14-day distance-selling rules, refunds will be made without undue delay and no later than 14 days after we are informed of your decision to cancel. We may withhold the refund until we have received the goods back or you have provided evidence that they have been sent back, whichever happens first, where the law permits.
The 5–10 working day arrival estimate is a typical timeframe, not a guarantee. Weekends, bank holidays and the processing times of your financial provider may affect when the credit appears.
If the refund has not appeared after 10 working days from our refund confirmation, please check with your bank or payment provider first. If you still need help, contact us with your order number and refund confirmation details.
7. How Refunds Are Paid
Refunds are normally returned to the original payment method used for the order. This helps ensure the funds are returned to the correct account.
If your original payment method is no longer available, contact us before requesting an alternative. We will explain what options may be possible and may need to verify relevant order details.
The time taken for a refund to appear after it has been issued is controlled partly by your bank, card issuer or payment provider.
8. Exchanges
If you need a different size or style, contact us with your order number and the item you would prefer. An exchange will depend on stock availability and the arrangements we can offer at the time.
If an exchange is not available, you may be able to return the original item in accordance with this policy and place a new order.
9. Orders That Have Not Yet Been Dispatched
If you would like to cancel an order before it has been dispatched, contact us as soon as possible with your order number. If the order can be stopped before dispatch, we will confirm the cancellation and arrange any applicable refund.
If the order has already been dispatched, you may need to follow the normal cancellation and return process.
10. Refunds for Delivery Problems
If your parcel has not arrived within the expected delivery period, or tracking information appears to have stopped updating, please contact us so we can review the order and delivery status.
We will look into the issue and explain the available options based on the circumstances and applicable consumer rights. A refund or other remedy will be handled in accordance with the relevant legal requirements.
11. Contact Us
If you have a question about a return, cancellation or refund, please use the contact details shown on our website. Include your order number and a brief explanation of your request so we can assist you more efficiently.
We aim to respond to customer enquiries within 2 working days. More complex cases may take longer if we need to review delivery information or obtain further details.