Returns and Exchanges Policy
Please note that for the safety of all our customers, we are unable to exchange or issue a refund for any new or unused climbing equipment we sell once the goods have left our premises. This is because nearly all of our goods are classed as safety items and are covered under legislation as PPE (Personal Protective Equipment). Please bear this in mind before you make your purchase (this does not affect your statutory rights). If you have any concerns about this then please contact us.
For any equipment that is not classed as safety items you are free to return the goods unused for a period of twenty eight days after delivery. Circumstances will dictate whether a full refund or an exchange is appropriate. Goods that have been used cannot be returned unless a warranty claim will be entered into. All goods have a minimum one year manufacturer's warranty. Warranty claims for faulty goods will be dealt with through us but the manufacturer will make an assessment and decide on the proper course of action.
Please be aware that we cannot be held responsible and provide refunds/exchanges on stock affected by circumstances beyond our control. This includes damage and neglect after goods are received, goods being stored in climatic conditions such as extremes of temperature that can affect some items.
Distance Selling Regulations
You have a right to cancel your order and obtain a refund under the distance selling regulations provided this is done within seven working days following the day after the date of delivery and the item is unused item. Providing the goods are received back in an unused condition and in their original packaging with all accessories, you will receive a refund within thirty days of your notice to cancel.
How to Return Goods
In the first instance please contact us providing details of your order, yourself, the items that are unsatisfactory and the issue.
We will reply to you providing details of where to return the item and a return code.
You will need to package the item securely and include your order number, your name and address and the return code. The goods being returned should be in their original condition and packaging in which they arrived. A copy of the invoice/packing slip should also be included.
Once received items will be checked and refunds on goods and postage arranged where suitable.
We recommend that all items returned to us be sent recorded delivery with insurance paid as a minimum. Your local Post Office will be able to advise.