The Climbers Shop and Joe Brown Shops Returns Policy

Online Returns Information:

• In the event that your purchase is not suitable, for whatever reason, you have the right to return it to us.
• Goods should be returned in new condition, unused and with their original undamaged packaging.
• We aim to process all returns within 72 hours. This may take slightly longer at busy times of the year. We will e-mail you once your return has been processed.
• Any items returned will be refunded unless faulty or shipped in error.
• If you wish to exchange an item for any reason, please place a new order for the items that you want.
• Please note that it is your responsibility to pay for the return postage costs, no postage costs are refundable.
• Goods may be returned for a refund within 30 days of receipt.
• You do not need to contact us to notify us of your return unless the item is faulty or is outside of our 30-day policy.
• Goods must be packaged securely to ensure they are not damaged in transit. The responsibility and liability of the goods remain with you until we are in receipt of the goods.
• For health and safety reasons face masks cannot be returned for an exchange or refund.
• Climbing & PPE Safety Equipment can only be returned on very strict conditions. Everything must be exactly as it was received, with packaging and labelling intact. If there is any sign or possibility that the goods have been used or contaminated then we regret that we are unable to accept a return on the grounds of consumer safety.
• In the unlikely event that your purchase develops a fault, for whatever reason, then please contact us first either by telephone or email for further instructions. In the majority of cases, any faulty goods will have to be returned to us and then forwarded on to their respective suppliers for inspection. Please be aware that this process may take several weeks in some cases. Any postage costs paid will be refunded by THE CLIMBERS SHOP if a product is deemed as faulty and still under a manufacturer's warranty.
• If you purchased in-store please contact the relevant shop directly.

• Download our returns form from the link at the top of this page and once complete, enclose it with your return.
• Ensure you include all tags with your return.
• If possible, please include a copy of your receipt so we can process your return/exchange quicker.
• Goods must be packaged securely to ensure they are not damaged in transit. The responsibility and liability of the goods remain with you until we are in receipt of the goods.
• Please send your return(s) to: Returns, Hooked on Granite Ltd, Capel Curig, Betws-y-Coed, LL24 0EN