The Climbers Shop and Joe Browns Returns Policy

Returns Policy for Goods Purchased Online

(For goods purchased instore, see the section at the bottom of the page)

The Climbers Shop and Joe Browns want you to be completely satisfied with the items that you have purchased, but occasionally we realise you might wish to return an item to us. If you change your mind about an online purchase, you can return any unused items* within a period of 14 days from the date on which the items were delivered for a refund. All items should be returned in the same condition that they arrived, with all labels and packaging intact and undamaged.

We aim to process all online returns within 5 working days, and we will email a confirmation once your return has been processed.

How do I return an item purchased online?

• Print the Returns Form available at the top of this page and complete all sections before enclosing it with your return.
• If you do not have access to a printer, we will accept a handwritten version if all relevant information is included.
• Failure to include a returns form will delay the processing of your return.
• Securely package the item being returned in suitable protective packaging as the responsibility and liability for the item remain with you until we have received it. For this reason, we recommend you return any items using a postal service that is tracked and insured.
• Our return address is: Returns, Hooked On Granite Limited, Capel Curig, Betws-Y-Coed, LL24 0EN
• Please note that you are responsible for the cost of return postage.
• For any item that is found to be faulty, not of satisfactory quality, or does not meet the description given, please see below in the Returning Faulty Items
• Our three shops can receive returned orders purchased online. These items must be accompanied by a completed returns form and will be passed on to the website team for processing.

*Our returns policy applies to all purchases from our online website, excluding the following items which cannot be returned unless found to be faulty:

• Bespoke and customised goods (e.g. Cord / Rope cut to length)
• Goods which will deteriorate or expire rapidly
• Magazines
• Items which are received sealed for health protection and hygiene reasons.
• Sealed audio, video and software products once unsealed

How do I exchange an item?

• Please do not send items back for direct exchange. If you require a different size or model, return the unwanted item via the normal returns procedure above and place a new order via the website.

Returning Personal Protective Equipment (PPE)

• Our returns policy applies to all PPE climbing equipment that we sell, such as helmets, harnesses, climbing hardware and ropes.
• It is especially important that these items are returned to us unused and in their original packaging with all associated tags, labels and instructions.
• Climbing ropes will only be accepted if they are still factory-coiled and in the original packaging.
• If we believe the condition of any item of PPE might have deteriorated whilst in your possession, we have the right to refuse the return.

Returning Faulty Items Purchased Online

• If any item purchased from The Climbers Shop & Joe Browns online store develops a fault contact us by email at [email protected]
• Include a description of the fault, date of purchase and ideally a few photographs showing the problem.
• We will then assess the issue and act accordingly and will advise on the next step.
• Please do not return faulty items back to us without email contact. We will not accept liability for postage costs of items sent back without prior contact.
• Any faulty items must be returned in a clean and dry condition, otherwise we will be unable to process them. This especially applies to footwear; we will not process any footwear that is returned to us that has not been cleaned and dried prior to return.

Return of Goods Purchased Instore.

How do I return an item purchased instore?

• Items purchased face to face in one of our three stores cannot be returned through the online process.
• Ideally, return the item in a new and unused condition with tags attached to the shop it was purchased from within 14 days along with your receipts and details of the original method of payment.
• If you are unable to return the item in person, please contact the store you purchased it from, and they can advise on a suitable means of return.
• See Contact information below.

Returning Faulty Items Purchased Instore

• If any item purchased from one of our 3 stores develops a fault contact the relevant store via email (see contact information below).
• Include a description of the fault, date of purchase and ideally a few photographs showing the problem.
• Please do not return faulty items back to us without email contact, we will not accept liability for postage costs of items sent back without prior contact.
• Any faulty items must be returned in a clean and dry condition, otherwise we will be unable to process them. This especially applies to footwear; we will not process any footwear that is returned to us that has not been cleaned and dried prior to return.

Store Contact Information: