Biltwell Gringo Greystone

Return and Refund Policy

If you have an issue with an order and would like a refund or exchange, we’re here to help!

Returns and Exchanges

• You can return any item within 365 days of receipt.
• We’ll provide a full refund or exchange your goods for an alternative item.
• All returned items must be in unused condition with original tags attached, visor stickers in place for helmets, and undamaged packaging.

Free Returns for UK Mainland Customers

• We offer free returns for customers in the UK mainland when your original order was over the value of £25.00. Simply include a note explaining the reason for return—adding this to a copy of your invoice is easiest.
• To arrange your return, visit our returns page here.

Overseas Returns

• For returns outside the UK, ensure all items are clearly marked as returns with the appropriate paperwork.
• It is your responsibility to pay for the return shipping of your goods.
• We cannot cover import duties on returned goods, so if items are returned without proper marking, any fees incurred will be deducted from your refund.
• If you refuse delivery due to import fees, we’ll process a refund once we receive the item, minus any applicable postage, customs, and associated fees.
• We do not refund the original shipping cost on international deliveries.

In-Store Purchases

For returns on in-store purchases, please refer to our store policy, available at the till.

Non-Returnable Items

For hygiene reasons, base layers and underwear are non-returnable. If there’s a fault, the item(s) will be sent to the manufacturer for assessment.

Special orders, or bespoke items can also not be returned or cancelled once an order is placed.

Pre-Orders can be cancelled or returned but the 10% deposit is none returnable as once you have placed your order, we then commit to and buy the stock. This amount is sufficient to cover our actual losses that directly result from your cancellation

We aim to make returns as straightforward as possible—thank you for your cooperation!