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Refund policy


Route One's Returns & Refund Policy for Online Sales

The following Return and Refund Policy applies to our Online Sales within Europe and does not effect your statutory rights under the Consumer Contract Regulations 2013 

If you have a question which is not covered by this policy, please contact our Customer Care Team, who will be happy to help you. either directly on 0800 840 1010 or using live chat or email.

1. How many days do I have to return my item?

    We want you to be completely happy with your purchase, so we offer a 28 day returns period from placing your order.

    Any Launch products will need to be returned within 14 days of receiving the goods.

    As per the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you are entitled to a 14-day cancellation period, starting the day after the day on which the goods come into your physical possession. We offer 28 days to return any unwanted items, but after the cancellation period has ceased, the postage costs will not be refunded to you.

    2. Where should I send the goods?

      You should return the goods to us at the address below and at your own risk and expense. We must receive the goods within 28 days of placing your order with us. Please complete the returns form included within your original package and ensure you include your order number and the reason for return. If you mislay your returns form you can download a copy here

      Please enclose your returns form within the package and ship it to:

      Route One Returns,
      The Buffer Depot,
      Badminton Road,
      South Gloucestershire
      UK
      GL9 1HE

      3. Who pays for the return shipping costs?

        You are responsible for the return shipping costs unless the item returned is faulty or incorrect in which case, we will also credit your account with the return shipping costs.

        Please note that the goods remain your responsibility until they are received at our warehouse, so please ensure they are packaged appropriately to avoid damage during transit and that you use a tracked or recorded delivery service, which insures the goods should they be lost in transit.

        4. When will I receive my refund?

          You will receive an email confirmation as soon as the return has completed processing in our warehouse (usually 1 - 2 days from receipt).

          We will always credit your original card used to place the order, within 14 days of receiving the returned goods at our warehouse and we will ordinarily refund the full purchase price of the goods. 

          Please be aware that it can take a few days for the funds to be available in your bank account for you to use. This is down to your Bank and is outside our control.

          5. Are there any exceptions which cannot be returned for a refund?

            You do not have the legal right to cancel any goods that have been personalised to your requirements. This includes Custom Skateboard Set Ups, where you specify the deck, trucks, wheels, components, grip tap and ask us to assemble them for you. Unassembled components can be returned of course.

            You also cannot return magazines, DVDs, hygiene products such as swimming trunks, face masks, socks, or underwear if they have been opened.

            6. Condition of the goods returned

              The goods must be returned unused and in good condition with their original packaging and labels.

              Please return footwear inside the original shoebox and packaged suitably for transit, making sure that no postage labels, returns forms or tape are attached directly to the shoe box.

              7. Can I return an item for an exchange instead of a refund?

                We are currently only able to offer exchanges in a different SIZE of the same item.

                Please indicate on your returns form that you are requesting an exchange and the new size you require. As soon as our returns team have processed this, you will receive a notification of your new order via email.

                8. Promotions and Free Gifts

                  If you choose to return part of your order and the return item was part of Bundle Deal or Free Gift promotion, please ensure all items from the promotion are returned together or the cost of the promotional item will be deducted from the credit we apply to your card.

                  Free gifts or BOGOF items must be returned with their parent product to receive a full refund, otherwise the parent products will be refunded minus the gift's value. Free gifts are not refundable on their own.

                  If you place an order using a Spend and Save code, and then return an item from your order that brings the cost of your order under the original minimum spend triggering the code, then the terms of the code have no longer been met, which will mean that the amount you're refunded for the returned item is reduced by the discount given.

                  3 for 2 Promotional Terms - If you request a refund for part of the order placed under a 3 For 2 offer, the order no longer meets the requirements of the promotion. In this instance, the value of the free item will be deducted from the total refund value. If the free product is returned, no refund will be applied.

                  9. Faulty items

                    We want you to be completely satisfied with your items and to sort out any issues with faulty items straightaway and in accordance with the terms of the Consumer Rights Act 2015.

                    As soon as you discover a fault, please contact our Customer Care Team on 0800 840 1010 or email orders@routeone.co.uk with the following information before returning your item:

                    Your Order Number
                    The faulty item's Name and Number
                    A description and if possible image of the fault

                    All faulty goods will be assessed by an expert and if found faulty a credit will be applied to the original payment card. Or we can arrange a replacement if you would prefer.

                    Unfortunately, we will not be able to issue a refund or replacement if damage has been caused by misuse.

                    10. International Returns?

                      You have 28 days from the date you receive your order to return it for a refund.

                      It can take up to 12 calendar days for your order to reach the warehouse and be processed.

                      You will be notified as soon as the refund has taken place.

                      11. Cancellation of the Contract in its entirety

                        If you wish to cancel the contract in its entirety you must do so by notifying us in writing by email or requesting our Contract Cancellation form, within 14 days of the day after you receive your goods as set out in the Consumer Contracts Regulations 2013 (ICAC Regs).

                        You have a legal right to cancel the Contract, subject to certain exceptions set out in section 5 above, without giving a reason.

                        You will need to send the whole order in its entirety to:

                        Route One Returns,
                        The Buffer Depot,
                        Badminton Road,
                        South Gloucestershire
                        UK
                        GL9 1HE

                        You are responsible for the goods until they are received by us and for the return shipping costs.

                        Upon receipt and assuming the goods returned are in a saleable condition we will credit your original card, used to place the order, within 14 days of receiving the returned goods at our warehouse. Where an order is cancelled and returned in full, we will refund the full purchase price of the goods, together with our standard shipping charge.

                        If you have chosen to pay extra for a premium delivery service (i.e Next Day or Saturday) you will be refunded for the cost of standard shipping only.

                        Please be aware that it can take a few days for the funds to be available in your bank account for you to use. This is down to your Bank and is outside our control.

                        If these goods are not fit for resale, we reserve the right to make a reasonable deduction from the refund.

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