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 1/237 Montague Rd, West End QLD 4101
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.
SHIPPING
Delivery within Australia is $10.00* Orders over $99 are shipped freight free within Australia**
* A surcharge may apply for certain rural areas, which will be calculated automatically by our shipping provider prior to order payment.
** Some heavy/bulky items may have an extra postage cost applied - in which case, it is stated clearly in the description of the product. We will contact you first to approve any additional charge.
DELIVERY TERMS AND CONDITIONS
Pease read carefully these standard terms for reliable mail-order services.
Orders may be sent with the one of the following service providers:
1) Australia Post
2) Couriers Please
3) Aramex
4) Other Courier Operators
If no-one is at home when your parcel arrives, you should receive a card advising how to obtain your parcel. If you do not follow the instructions on how to obtain your parcel and it is sent back to us, you will be required to pay an additional shipping charge to have it sent back to you.
If no-one will be at home during the day, you could consider having the order shipped to a work address or a Parcel Collect location with your LPO.
Instructions to leave- you can also leave special instructions (in the comments box during checkout) for the order to be left in a safe location should you not be at home. Please note, however, that by doing so you take responsibility should the order go missing after it is delivered.
DELIVERY TIMES
We aim to ship your order within 2 or 3 working days (excluding special orders) from Brisbane. If an ordered item is out of stock, your order may be delayed for several days until we have all items to send at once (we will advise you of any delay).
Should you require urgent delivery for a certain date, or have special delivery requirements, please contact us via email (online@pinnaclesports.com.au) or via phone (07 3368 3335) so that we can avoid any disappointment. While we cannot guarantee delivery by a certain date, we will do our best to assist you.
Our estimated delivery times from when an order is placed are: For metropolitan Melbourne, Sydney, Brisbane, Adelaide and Canberra, you should receive your goods within 5 - 8 working days once shipped For all of WA, Tasmania and regional areas of all other States, your order will take 7 - 13 working days to arrive once shipped.
INTERNATIONAL ORDERS
We ship selected items internationally. A flat postage fee for non bulky items of AUD $60 is applicable.
