We want you and your little climbers to love your Climbsy order. If something isn't right, you can return or exchange it within 30 days of receiving your order.
Returns and exchanges
You have 30 days from the day you receive your order to request a return or an exchange. To be eligible, an item must be:
- unused, not assembled, not mounted and not installed;
- in the same condition you received it, with no marks, scratches or other damage;
- complete, with all parts and hardware, such as the sliding rail system, fixings and climbing holds;
- in its original packaging, and the packaging must not be damaged.
Non-returnable items
Personalised items are made to your specifications, for example with a custom name, engraving, colour combination or size. They cannot be returned or exchanged unless they arrive damaged, defective or incorrect. Whether an item is personalised is stated on the product page.
How to start a return
Contact us at hello@theclimbsy.com before sending anything back. Include your order number and tell us which items you would like to return or exchange. We will reply with the return address and instructions. Items sent back without contacting us first cannot be accepted.
Return shipping
The buyer pays return shipping costs, unless the item arrived damaged, defective or incorrect. Climbsy panels are large and heavy, so we recommend using a tracked shipping service and packing the items securely in their original packaging. We are not responsible for items lost or damaged on the way back to us.
Exchanges
If you would like a different size, panel or hold colour, contact us and we will arrange an exchange. Once we have received and checked the returned item, we will send the replacement. You pay any difference in price and the shipping costs for both directions.
Damaged, defective or incorrect items
Please check your order as soon as it arrives. If anything is damaged, defective or not what you ordered, contact us within 30 days of delivery and include photos. We will repair it, replace it or refund you, and you will not pay any shipping costs for this.
Refunds
Once we have received and inspected your return, we will email you to confirm whether the refund has been approved. Approved refunds are made to your original payment method within 14 days. Your bank or payment provider may need a few extra days to process it. If a returned item does not meet the conditions above, we may refuse the return or reduce the refund.
Right of withdrawal (EU and UK consumers)
If you are a consumer in the European Union or the United Kingdom, you have a legal right to cancel your purchase within 14 days of receiving your goods without giving any reason. Personalised items are excluded from this right. If you cancel within this right, we will refund the price of the goods and the cost of standard delivery. We may withhold the refund until we have received the goods back or you have shown proof that you sent them. You are responsible for any loss in value caused by handling the goods beyond what is needed to establish their nature, characteristics and functioning, for example by assembling or mounting them. In that case, we may reduce the refund by that amount.
Your statutory rights
This policy does not affect your statutory rights under applicable consumer protection law, including your rights if goods are faulty or not as described.
Questions?
Contact us at hello@theclimbsy.com and we will be happy to help.