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Dear Climbing Hold Lover,

Products sold on this website fall under two categories:

  • new products, made-to-order to suit your colour requirements,
  • stock, 2nd hand, and End of Line items, which we hold in our warehouse.

Please refer to the appropriate sections below to see which terms apply to your order.

 

FOREWORD​ ​ON​ ​RETURN​ ​SHIPPING:

Please do not return products directly to us. Instead, please contact us and we will: either give you the appropriate return address, depending on the goods provenance, or we will arrange for the products to be collected directly from you.

 

TORN​ ​or​ ​OPENED​ ​PACKAGING

Where product(s) received is found torn, damaged or packaging opened on arrival, please refuse delivery such product(s). You can return such product(s) in the cooling period and we will reimburse you all cost of product, its delivery as well as return.  We will take the appropriate actions to re-send the goods - once checked - directly to you.

However, you must contact us immediately.

Any broken holds and/or volumes must be notified to us immediately. User(s)/customer(s) have 30 days to make a return of the product(s). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.

 

MADE-TO-ORDER​ ​PRODUCTS​ ​-​ ​RETURNS​ ​&​ ​REFUNDS

For new products, that will have been made-to-order for you to fit your specific colour request, we trust that you will understand that we may only accept returns for non-compliant or faulty products.

In the event that you notice a manufacturing defect on the products you received, please contact us immediately at issue@seriousclimbing.com

If it is found that the products must be returned, we will issue a Return Notice, for which the validity is 1 month, after which no products will be accepted for return, however, you will be eligible for repair or replacement.

In the event of Product defectiveness, please do not use the products, and take all measures to minimize losses, liabilities and costs. This warranty does not apply if the defect is due to the wrong utilisation of a Product, or if the faulty operation results from unauthorized interference with the Product, or if malfunction results from normal wear and tear on the Product, from negligence, or from misuse. If you are returning the Products to us under this clause because they are faulty or mis-described, we will refund the price of the Products in full, together with any delivery charge and the costs of postage or collection in returning them to us.

Serious Climbing Ltd reserves the right to check and test the returned Products. The return shall be taken into account only if the defectiveness is proven. Non-compliant​ ​products​ ​and​ ​manufacturing​ ​defects All non-compliant products, with prior written authorization from Serious Climbing Ltd, may be eligible for a return. Please do not send your purchase back to us or to the manufacturer. Instead, contact us at returns@seriousclimbing.com and we will arrange for the parcels to be collected directly from yourselves.

We are under a legal duty to supply products that are in conformity with these Terms. This means that the products must be as described, fit for purpose and of satisfactory quality. If you purchase a product online which is found to be faulty within 30 days of receipt then your legal rights entitle you to request a full refund of the faulty Product.

Should a fault occur after the initial 30 days but before the expiry of 6 months of receipt of the Product, we are entitled to repair and/or replace that item. If it cannot be repaired or replaced, then you may be entitled to a refund.

PRODUCTS​ ​IN​ ​STOCK​ ​-​ ​ELLEGIBLE​ ​FOR​ ​CANCELLATION

For all other products that we hold in stock, it is your legal right to cancel an order under the Consumer Contracts Regulations 2013 within 14 days of receipt of the Products. This means that during the relevant period if you change your mind or decide for whatever reason that you do not want to receive or keep the Products, you can notify us of your decision to cancel your order and not keep the goods, and that you desire to receive a refund. Alternatively, you are entitled to request an exchange within the same period of time and the provisions below also apply to exchanges.

To cancel an order, please contact us directly by doing one of the following: Email us at returns@seriousclimbing.com. Or contact us by post: send a letter to Serious Climbing Ltd, Regus House, Falcon Drive, Cardiff, CF10 4RU.

If you are emailing us or writing to us please include your name, home address, details of your order, your phone number and email address. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us.

Please note that, for Serious Climbing to be able to offer a refund, the Products must be sent back in their original condition, and original packaging It is not always possible to exchange Products which were originally purchased as a special offer or on promotion for the same price as the original special offer or promotion price. Special offers and promotions are separate stock items to our normal items. Some items will have been selected as special offer or promotion Products due to their size or colour. Consequently,

Products at the special offer price may only be available in a limited choice of size or colour. Also, by the time you wish to exchange the Product, the special offer or promotion item may have sold out and the special offer or promotion price may no longer be available. Please also note that, in the case that the products are simply no longer wanted, but do not present a fault or mis-compliance with the description of the product, we will be unable to refund the delivery costs, nor the return costs. It is your responsibility to ensure the goods that you wish to return to us are suitable packed, and to take the right amount of insurance for transport.

We recommend using a trackable service and obtaining proof of postage, or if the Products need collecting because they are too large or heavy for posting, please email us directly at returns@seriousclimbing.com Should Serious Climbing find that the goods have been used, damaged, damaged on transport or mis-handled, please note that Serious Climbing will not be able to issue a full refund for the goods, and will reduce the refund to reflect any reduction in value, which may be as much as the initial order cost, if this has been caused by you using them or handling them in a way that means the product no longer look brand new.

Please also note that, should we issue the refund before we are able to inspect the Products and later discover you have used them or handled them in an unacceptable way, Serious Climbing will be obligated to charge you for the difference in value. 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 then process your refund within a maximum of 14 days from recieving the returned products, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will refund you by the method you used to pay for the Products.

Late​ ​or​ ​missing​ ​refund?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at refunds@seriousclimbing.com. Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@seriousclimbing.com

 

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 he will find out about your return.

Shipping Please do not return products directly to us. Instead, please contact us and we will arrange for the products to be collected directly from you. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Thank you for your understanding!

For any clarification on the subject, please give us a shout at returns@seriousclimbing.com

All the best,

Caroline