I am extremely disappointed with my experience at this store.I purchased Icebreaker Oasis 200 leggings and requested an exchange solely due to incorrect sizing. The item was only tried on briefly over underwear, as is standard practice for base layer clothing, and remained in original condition.The store refused the exchange, claiming that the item is classified as “underwear” and therefore non-returnable. However, there is no indication on the product packaging or website that this item is underwear, nor is there any hygiene seal or warning stating that opening the product makes it non-returnable. The website also does not clearly list this item as excluded from returns.I would have understood this position if it were a common or clearly established industry practice. However, other retailers such as Rock & Snow, as well as Icebreaker themselves, confirm that this product is treated as a base layer garment and is normally eligible for exchange when tried on appropriately. This inconsistency is what made the experience particularly surprising.Despite providing a reasoned explanation and referring to UK consumer law regarding distance purchases and hygiene exemptions, the store maintained a rigid and dismissive position and refused to resolve the issue reasonably.This is the first time I have encountered such an approach from a retailer. The lack of transparency in return policies and the unwillingness to engage constructively with a customer is very disappointing.I would strongly advise others to be cautious and to clarify return conditions in writing before purchasing.
Claim your business profile now and gain access to all features and respond to customer reviews.
Natural Man specialises in outdoor clothing and equipment, workwear, luggage, footwear and equipment with, as the name suggests, a focus on natural materials. We supply heritage style clothing and bags from the USA, knives from Scandinavia and accessories from around the world.
