How to return unwanted items
You can return unwanted items directly to us, as long as you return them to us within 30 days of purchase. It’s really important that the item is in a perfect resalable condition (including all the packaging and tags). You can either send them back (we recommend using a trackable service and obtaining proof of postage), or if the Products need collecting because they are too large or heavy for posting, by calling Customer Services on 07 903 792 667. We will happily issue a full refund for the product cost, or an exchange within 30 days of purchase. However, please note that we will not refund the initial shipping costs, and you will also be liable for the return shipping expenses.
However, there are a few items that sadly cannot be returned, due to health & safety reasons – please see ‘Items that Can Only be Returned if They are Faulty’ section below. This includes items that have been used, soiled, or damaged through misuse, including external factors, such as weather, chemical components, general wear and tear and accidents. Misused products include items used for a purpose different to that intended, as well as items not looked after.
How to return faulty items
We are sorry to hear that you have a problem with your purchase. If the product you bought from us has a fault, please contact us directly at [email protected] or call us on 07 903 792 667. For items that are faulty within 30 days of purchase we will offer a full refund, repair or exchange. Within 6 months of purchase, we will endeavour to replace the product or offer a credit note for its value. Please speak to a member of our team and we will come up with a solution that is right for you.
Items that can only be returned if they are faulty
Please bear in mind when making a purchase that we are unable to accept any returns of the items listed below unless they are faulty. This won’t affect your statutory rights.
– Climbing holds / grips
– Climbing safety equipment