We hope that you are delighted with your order. If for any reason you are not entirely satisfied, you may return any item in it’s original condition for a full refund within 14 days of receipt of delivery provided that the goods are in a new and unused condition, with the original labels still intact.
You will need to notify us within 7 working days after the day on which you received the products that you intend to return the item.
Please note the following Conditions:
- Within the order packaging you will find a dispatch note with details of your order and details of our returns process.
- Please note that this policy does not apply to items that have been specially ordered on behalf of the customer.
- Our store is unable to refund orders placed via our website but items can be exchanged in store.
- Please note that if you require goods to be sent out in exchange, we do make a further carriage charge.
- Any refund will be made in the tender type originally transacted.
- For your protection, we recommend you use a recorded delivery service with adequate insurance to cover the value of the item, as we regret we cannot be held
- responsible for items that are lost or damaged in transit.
- All postage charges will be the responsibility of the customer unless the item is faulty or there is an error in the delivery.
- If the item is faulty or has been damaged in transit, please notify us within 48 hours of receipt and we will arrange for the return and issue a replacement if there is
- stock available, if not a refund will be processed.
Our stock is very specialised and these days is forward order up to six months in advance, so replacement of items or changes in sizes can be difficult to obtain from the manufacturer. In this instance we reserve the right to refund an item or offer a similar replacement and cannot be held accountable for lack of size, colour available from the manufacturer.
- We understand that we are prone to human error sometimes so if we accidentally send you the wrong item or quantity then let us know within 14 days of receiving
- the item and we will replace it for the correct item and refund any postage cost you may have incurred for returning the item to us.
- If an item has been used we will be unable to refund or exchange unless the item is found by the manufacturer to have a fault owing to defective workmanship
- or materials.
We regret that for Health & Safety reasons we are unable to accept returns of climbing hardware or underwear. Sale items may be returned for an exchange during the sale period only, credit notes and refunds cannot be issued for sale items.
Please be aware that in order to comply with Health & Safety regulations any faulty items should be returned for assessment free from mud and dirt. We regret that we are unable to process items that do not meet with this criteria. The Manufacturer's and Suppliers will not accept them back and will delay the assessment process.
To arrange a refund or exchange please complete our returns form and return it along with the item/s including proof of purchase by post to the address above.
This must be agreed with a member of the sales team prior to returning the Item.
This does not affect your statutory rights as a consumer.
Returns Form Download
Follow this link to download our PDF Returns Form
