Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

*Climbing gear and final sale product: Due to the dangerous nature of climbing there is no return for climbing gear. It’s for the safety of every user. Most stores refuse a return for climbing gear and the few that accept the return destroy the product. We can’t afford to destroy gear or take any chance to resale it to another user. The buyer is responsible to buy the right size and the right colour. What is a climbing product? This is any product with a certification or rating or load strength. Examples: harnesses, slings, ropes, helmets, camming devices, nuts, carabiners, quickdraws, belay devices, pulleys, bolts, aid gear, etc.
We do not accept return on discounted products at 30% off or higher from the regular price. These products are considered final sale.
If for some reason you receive a faulty or damaged item, please contact us immediately.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

If you’ve done all of this and you still have not received your refund yet, please contact us at krutocz@proton.me.

Only regular priced items may be refunded. Sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at krutocz@proton.me for questions related to refunds and returns.