Refund policy

Due to the nature of safety gear, we cannot accept returns for safety equipment (this includes carabiners, cord, harnesses, helmets, ropes, etc) if you change your mind or if they do not fit. Should the item you purchased have a defect (subject to assessment) we will offer you a replacement, repair or exchange on this item where:

-the product has faulty workmanship or materials

-is not fit for its purpose

-is significantly different from the sample or description

RETURNS CONDITIONS

If you change your mind, you can return any non-safety related gear, provided all the following conditions are met:

PURCHASE DATE

Items must have been purchased within the last 30 days, with proof of purchase available.

ITEM CONDITION

Items must be unused, unwashed, and undamaged.

PACKAGING

Items must be returned in their original, intact packaging i.e. climbing shoes with shoe box.

CLEARANCE ITEMS

We do not accept returns or exchanges on clearance stock (unless the product has faulty workmanship or materials, is not fit for purpose, is different from the sample or description). Clearance items are clearly tagged.

RETURNING A PURCHASE

Eligible purchases that meet the returns conditions can either be returned via post or returned in person in store. We monitor return rate frequency for fraud and abuse. In the event of elevated return frequency, we are entitled to close or block access to your Account or deny you from making future orders. For exchanging sizes we will not refund any delivery costs that you have paid at purchase to have the product shipped to you nor the cost of any packaging you provide to send the items back to us.  If the return, in our reasonable opinion, is not in compliance with the Returns Conditions as listed above, we will contact you to ship the product back to you and you will be liable for the shipping costs both to and from us.

BY POST

We are happy to exchange non safety items such as shoes if the size  you chose is incorrect. All items must be returned in their original, intact packaging e.g. climbing shoes with their original intact shoe box.You will need to post them back to us (at your cost – registered post) and you will also need to cover the cost of the return postage to you. The easiest way to do this is to include a prepaid satchel with your shoes.

Please send to Unit 3 / 30 Bishop Street, Kelvin Grove 4059

Take care to package your return, and then post your item at the Post Office. Noting that if your shoebox is taped or has postal stickers attached, we cannot accept your return. Once we receive your return, if you are not seeking an exchange, a refund will be issued to your original payment method, along with an email confirmation. A refund once instigated can take from 5-10 business days to be received into your account.

IN STORE

Alternatively, you can return your purchase in store, where you have the choice of a refund, or an exchange, pending stock availability.