Help

Rider Service: 00800 287 866 13

FAST & EASY RETURNS

If for any reason you are not completely satisfied with your purchase, for whatever reason, you may return your unused product(s) to us within 30 days.

Returns are free if your original order had a value over € 40 or equivalent in your currency* or the product(s) is defective or you received the wrong item (See section 1 for information).  Simply use the included UPS return label.

You pay for the return costs if your original order value was below € 40 or equivalent in your local currency* (See section 2 below for information).

Exchanges? Unfortunately we do not offer exchanges.  If you need another item please place another order for the correct item and use the applicable returns process below to send your items back to us for refund. 


1. FREE RETURNS | ORDER VALUE ABOVE € 40   

If your original order value was over € 40 or currency equivalent you are eligible for free returns and can use the UPS label provided with your order. Please follow steps 1-4 below.

If your order did not come with an included UPS label please send an email to returns@burtonhelp.com.  We will then arrange for a UPS label and instructions on how to organise collection or drop-off to be sent to you.

1. Complete the returns form included with your order and include it in the package. Click here to print a new form. (You will need Adobe Acrobat reader to view the form)

2. Package the return shipment securely. Use the original packaging where possible.

3. Affix your UPS return label to the outside of the package. Please remove or cover all old labels and barcodes. You are welcome to return your order to us using any method you wish. You do not have to use the UPS label or contact us.  However we will not refund you for any shipping costs that result.

4. Contact UPS to arrange collection or drop off the package at a UPS store or access point of your choice. See the UPS section below (Section 4) or the reverse side of your return form for more details.

5. Sit back and relax. You can expect a full refund to your original payment method within 7 to 14 days of our receiving your return. It may take up to 30 days to be visible on your credit card/payment/bank statement, but is usually much quicker.


2. YOU PAY THE RETURN COSTS | ORDER VALUE BELOW € 40                  

If your original order value was under € 40 or currency equivalent we are sorry but you are not eligible for free returns and must return the item(s) to us at your own cost. Please follow steps 1-4 below.

1. Complete the returns form included with your order and include it in the package. Click here to print a new form. (You will need Adobe Acrobat reader to view the form)

2. Package the return shipment securely. Using original packaging where possible.

3. Send the package to us at the address below. We recommend using a tracked service. 

Loxxess (Burton returns)        

Steinauer Weg 7                        

91589 Aurach                  

GERMANY

4. Please do not use the UPS label provided with your order.  If you do so you will be charged for using the service, the amount will be deducted from any return you make.  For detail on the current charges please see the bottom of this page*.

5. Sit back and relax. You can expect a full refund (minus € 20* if you used the included UPS label) to your original payment method within 7 to 14 days of our receiving your return. It may take up to 30 days to be visible on your credit card/payment/bank statement, but is usually much quicker.


HELP! I LOST MY RETURN FORM & UPS LABEL

Click here to print a new form (You will need Adobe Acrobat reader to view the form).

If your order did not come with an included UPS label please send an email to returns@burtonhelp.com.  We will then arrange for a UPS label and instructions on how to organise collection or drop-off to be sent to you.  If you do not have a printer we can also arrange for UPS to collect the return from you and bring the label with them.  Please note that we cannot give provide a time window for collection made this way.

If you have any more questions or concerns we are always happy to help you out. Just give us a call at 00800 287 866 13 or send us an email to returns@burtonhelp.com.


UPS CONTACT DETAILS

The latest contact details for UPS are below.  You can use these to organise collection or find your closest UPS store or access point for drop-off's.  Please make sure you already have a UPS label before contacting UPS or attempting to return your order.  UPS will not accept any package without a return label.

DROP OFF: Click here to find your local UPS store or access point where you can drop off your return.

COLLECTION: Click here to find the contact number for UPS in your country. If you have a return label you can contact UPS to arrange collection.


VOUCHER/PROMOTIONAL CODES & FREE GIFT PROMOTIONS

Voucher codes.   These are divided between all products within an order percentage-wise. That means if you have ordered two T-Shirts worth € 25 each, and you have used a voucher worth € 10, Each T-shirts’ price will be reduced by half of the vouchers’ value (meaning each T-shirt is now worth € 20). Therefore, you will only be refunded the actual price paid (in this case € 20 per T-shirt).

Promotional codes.  If you return an order/item that was reduced in price by a discount code you will only be refunded for the amount you paid. For example, if you purchase a € 100 jacket, but then use a discount code that gives you 10% off – which results in a total of V 90 spend, when you return this item we will only refund you € 90.  

Free gift promotions.  If when you placed your order you qualified for a free gift, such as ‘Free binding tool with any binding’ you must return the gift with the item you ordered.  If you hold onto the gift we will contact you to request that you return it (at your cost) or we can reduce the refund applicable by the full retail price of the gift item. 

For example, you buy a set of bindings for € 200, this qualifies you for the gift promo and you also receive a tool worth € 20 at no cost.  If you return the bindings but not the tool we will offer you the chance to return the tool (at your cost) or we will refund you € 180 (€ 200 - € 20).

If the promotion states that a free gift is applied after a certain value, for example € 100, then you must return the gift if the items you return reduce the value of your order below this amount. 

For example, we may offer a free item with all orders over € 100.  If you purchase 3 t-shirts with a value of € 40 each, a total order value of € 120. If you later decide to return one of these t-shirts you must also return the gift as your order value is now only € 80.

If you ordered 4 t-shirts at the same price, a total value of € 160, then returning one t-shirt would still make you eligible for the offer as your order value is now € 120 and you would not be required to return the gift. If you keep the gift we will contact you to request that you return it (at your cost) or we can reduce the refund applicable by the full retail price** of the gift item and you may keep the item. 

If you have any questions please contact us.


* Current charge for using the included/provided UPS label when the value of your original order was below € 40 or currency equivalent = € 20 (this will be deducted from any refund we make). 

For example, if you place an order worth € 30 and return this order using the Included UPS label we will refund you € 10. 

* Exchange rates calculated using the exchange rate at time of refund/charge.  We use www.xe.com for all rate calculations.

**This value can be seen on the appropriate item page on Burton.com.