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Returns

All returns require some information so we can process your return smoothly and as quickly as possible. For this our printable returns form can be printed and filled in. This incorporates our address details (as a label) which you can stick to the outside of the returned package.

PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)

If you do not have access to a printer, please make sure that all relevant information on the form is replicated and is clearly written on a note or letter.

Whether you are cancelling your order, have changed your mind or have a faulty item, you can find more specific information below.

Returns

You may return any order within 28 days of you receiving the order.

We will only process a refund on any items returned. You will have to place a new order online if you want a different item.

What items cannot be Returned

  • Underwear

A Note on Climbing Safety Equipment

You can return Climbing Safety Equipment to us (unlike some of our competitors), however we are very strict on condition. Everything must be as it was received, with all labels, tags and packaging still on the product. Ropes must not be unpacked or uncoiled. If we feel that the product has been used or is not as supplied we will refuse the cancellation on safety grounds.

Returning the Goods

Please take reasonable care of the goods, as we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of poor handling of the goods by you.

Examples of common issues that can be avoided: contact with chalk dust, animal hair or carpet fluff. Damaged product packaging, ripped bags, tape or return shipping labels directly attached to product packaging (e.g. shoe boxes).

Instructions on Returning

Please use our returns form where possible.

PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)

Make sure that your return is suitably packaged and either in a box or wrapped in plastic and that our address is clearly visible on the outside of the package. Do not stick labels directly on product packaging and please avoid putting sticky tape on shoe boxes.

It is up to you to pay the postage to return any items to us. We recommend that you use a signed for service as we cannot accept any responsibility for parcels which go missing on their way back to us.

Refund

We will refund the card which was used to place the order, and endeavour to process your refund for the returned items within 2 days of us receiving the goods.

 

 

Faulty Items (International Orders)

If you are outside the UK and have a faulty item please email us and attach photos of the fault where possible. A member of our customer service team will reply and provide further instructions.

 

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