We offer exchanges, credit or refunds on items returned within 30 days*, at your request, where the returned item meets the following criteria:
- NOT safety equipment (this includes all ropes, harnesses, carabiners, helmets etc.)
- NOT a clearance item
- Returned within 30 days from the date of purchase
- Condition is as new; unused, no signs of wear, tears or damage
- Item is in original, undamaged packaging with all tags & packaging material
- Item's original packaging is not marked or used as the outer layer of packaging for transport. Please ensure you do not stick labels to the outside of the original packaging (e.g. shoe boxes MUST be placed inside another box or satchel for shipping) **
- Includes your invoice & reason for return, or your shoe return slip (see below)
**Box Replacement Fee: If the shoe box is used as the final outer layer for shipping a box replacement fee of $5.00 will be charged.
Free Shoe Returns >
No Returns on Safety Equipment >
No Returns on Clearance >
Warranty & Resolution Centre >
We offer one free return in case you don’t get the size right the first-time around.
How to redeem your free shoe return:
To qualify for a free shoe return, your shoes must meet the criteria above or we may decline the return (See Returns Policy).
Every online shoe purchase will come with a return slip, similar to the one below:
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Follow the instructions on the returns slip and fill out the required details to claim your free shoe return.
Due to the critical nature of safety equipment in this store, we cannot accept returns on safety gear in order to ensure our customers are buying gear that is new and in a safe condition.
What counts as safety equipment?
- Harnesses
- Helmets
- Carabiners
- Ropes
- Slings
- Protection
How do I know the item is safety equipment?
All safety items have this label on the product page:
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Why can’t I return my climbing harness?
Our customer safety always comes first. Once a harness leaves our store, if it gets sent back to us, we can’t be certain that nothing has happened to it.
We’re not ogres and we really don’t like to deny returns, and yes, we realise you probably just tried it on and it still has the tags. However, please understand harnesses play a critical role in safety and preserving your life when you climb.
We cannot accept returns or exchanges on harnesses (or other safety gear as above) to ensure the gear that you are buying is brand new and in a safe condition, direct from manufacturers & suppliers.
Please ensure if you are purchasing a clearance item that you have sized correctly as we will not accept returns on these items.
Clearance products are labelled as follows:
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All items we stock are backed by manufacturer warranties.
If an item you’ve purchased is defective immediately or has developed a fault, please lodge a dispute in the ‘Resolution Centre’ on our website.
Lodging a dispute is the quickest way to help us assess whether the issue is covered by Manufacturers Warranty, and its eligibility for repair or replacement.
HOW TO USE THE RESOLUTION CENTRE
Lodging a dispute is the quickest way to return shoes or make a formal warranty request. Simply follow the steps below:
1. Login and access your account in the top right corner.
2. Select ‘Resolution Centre’.
3. Click ‘Open A New Dispute’.
4. Choose ‘Item Dispute’.
5. Choose 'Your Return' & select the Order ID of your item.
6. Follow the prompts to finish lodging your return.
We'll respond once we've verified your return and to provide shipping instructions as required.
