At Cragforce Climb Shop, we stand behind our gear like we stand on the rock – with complete confidence. However, we understand that sometimes equipment needs to be returned or exchanged. Our policy is designed to be as straightforward as clipping into a quickdraw.
Our Return Promise
We accept returns within 15 days of delivery for most items. Your gear must be:
- In original, unused condition
- With all tags and packaging intact
- Accompanied by proof of purchase
Safety Note: For your protection, climbing helmets, harnesses, ropes, and slings cannot be returned once opened due to safety concerns. These items must be returned in their original sealed packaging.
How to Initiate a Return
Follow these steps as carefully as you’d check your partner’s knot:
- Contact us at [email protected] within 15 days of delivery
- Provide your order number and reason for return
- Wait for our return authorization (typically within 24 hours)
- Package the item securely with all original materials
- Ship to: Cragforce Climb Shop, 47 Sunderland Rd, Durham, GB DH1J 6CR
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service – your gear is as important in transit as it is on the wall.
Refund Process
Once we receive and inspect your return:
- Timing: Refunds are processed within 5 business days
- Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping: Original shipping costs are non-refundable
Exchanges
Need a different size or color? Follow the return process above and include a note specifying your desired exchange. We’ll ship the new item once we receive your return (additional shipping charges may apply).
Return Request Template
Copy and paste this template into your email to [email protected]:
Subject: Return Request – Order #[Your Order Number]
Dear Cragforce Team,
I would like to return/exchange the following item from my order #[Your Order Number]:
Product Name: [Product Name]
Reason for Return: [Reason – Size, Color, Defect, etc.]
Preferred Resolution: [Refund or Exchange for…]
I confirm the item is in its original condition with all packaging intact.
Best regards,
[Your Full Name]
[Your Contact Information]
Damaged or Defective Items
If your gear arrives damaged or defective (which we test rigorously to prevent), contact us immediately at [email protected] with photos of the issue. We’ll arrange a free replacement or return.
International Returns
For our global climbers (excluding some remote areas), return shipping costs and any customs fees are the customer’s responsibility. Please mark the package as “Returned Goods” to avoid additional charges.
Questions? Our climbing-savvy support team is ready to assist at [email protected].
Climb safe, climb smart.
The Cragforce Team