Returns and Refunds
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.
If you purchased in store please contact the relevent shop directly.
To return unwanted goods purchased through the website please download our returns form and then post your item(s) to us along with the completed form to:
Returns, Hooked on Granite Ltd, Capel Curig, Betws-Y-Coed, Conwy. LL24 0EN
For any unwanted goods (including size or colour choices) you will be responsible for any return postage costs. The time limit for returns is normally 30 days from receipt.
Please note that climbing & PPE Safety Equipment can only be returned on very strict condition. 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 case of incorrect ordering and undisclosed reasons for return, the customer will be expected to pay the return postage costs.
All refunds will be given as quickly as possible, and usually take the form of a refund transaction onto the card used for the original purchase. At the very latest we will refund your money within 30 days from the day we receive your return. In most cases refunds are processed on the day same day as the returns good arrive. However, there is often 2-4 working days for the refund to be processed by the bank or credit card company.
When returning goods to us, we suggest that you use registered post or a guaranteed delivery service for your own peace of mind.
For European and International orders the charge will vary depending on the current cost of delivery to that country. For an accurate price, please contact us before returning your item.
Sorry, we cannot accept returns of food, CD's, DVDs or computer software where any seals have been broken.
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.
PLEASE NOTE! : Whilst we are happy to try and resolve any issues relating to faulty products sent back to us, we must insist that under Health & Safety guidelines that all such returns are in a clean and hygienic state (including the soles of any footwear returned). Items that are received in a dirty or unhygienic condition will not be dealt with and will be simply returned to the sender. Any additional postage costs arising out of such returns will have to be met by the customer.
All returns must be accompanied by a completed returns form -- available here
Download and Print Off a Returns Form [PDF Document / 28kb]