If you have any questions you can email us at [email protected] or call us on (02) 9972 0061
Refund and Returns Policy?Refund and Returns Policy
We will give you a Refund if you contact us to notify us you want a Refund within 7 days of receipt of goods. All goods must be in as new condition and have the receipt and item tags still intact. Please choose carefully as we do not normally give Refunds if you simply change your mind or make a wrong decision.
Note - All returned change of mind purchases or incorrect size purchases will incur a Postage cost debited from the purchaser depending on the cost of postage and handling.
Note - No refunds or returns on any special ordered items, NO EXCEPTION.
Many of our products come with a guarantee or warranty from the manufacturer. Our Returns Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Your rights under the Australian Consumer law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Full details of your consumer rights may be found at www.consumerlaw.gov.au.
Where a failure does not amount to a major failure, we are entitled to choose between providing you with a repair, replacement or other suitable remedy.
All products returned under warranty or repair issues will need to be assessed to determine the nature of the issue and how we can help you, be it a refund, repair or exchange.
In some situations a simple assessment in store will determine the nature of the assessment. For example, if the product was misdescribed or incorrectly labelled/listed. In other situations, especially ones relating to warranty, the product may need to be assessed by the manufacturer or their agent. When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
In this situation the manufacturer will assess the product and determine whether:
- There is a minor fault: Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable time frame.
- There is a major fault : If the assessment is that the product has experienced a major fault you may choose a refund, replacement, repair or store credit.
- The product has been damaged through abnormal use: Unfortunately we cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether this is identified by ourselves, the manufacturer or their agent.
Climbing Returns Policy
Please note that for your safety, due to the critical nature of this equipment, we are unable to exchange or issue a refund for any new and unused climbing equipment once it has left our premises. Please bear this in mind before you make your purchase.
How do I add to the shopping cart?
From the product list select the product you require by clicking either it's thumbnail image or the "Add to Cart" / "See buying options" button. You will be taken to the selected products main description page.
To then add that product to your cart click the red "Add to cart" button to the right of the main product image. A pop up box will appear informing you that the item has been added to your cart and will give you the option to either continue shopping or checkout.
If a product has a colour, size or style choice a drop down box to the right of the main image will appear prior to the "Add to cart" button. Once you have selected your prefered option the "Add to cart" button will then appear.
How do I know my item has been added to the shopping cart?
You can check the contents of your cart at any time by clicking the highlighted "in your cart" section at the top right of the page. A drop down box will appear giving a summary of your cart contents. To get a more detailed overview of your shopping cart click on the red "Checkout" button at the bottom of the drop down box to be taken to your cart.
How do I get to the checkout?
Once you have selected all the items you want to purchase click on the highlighted "in your cart" section at the top right of the page. A drop down box will appear showing a summary of the contents of you cart. Click on the red "Checkout" button at the bottom of this drop down list. You will be taken to your shopping cart. To checkout click on the red "Checkout now" buttons located at the top and bottom right hand side of the shopping cart page. This will take you to the secure checkout area for completion of the purchase.
How do I edit my items?
Click on the highlighted "in your cart" section at the top right of the page. A drop down box will appear with a summary of your cart. Here you can delete items from your cart by clicking the "x" located to the right of each product. For more editting options click the "Checkout" button at the bottom of this drop down box to be taken to your cart. Here you can edit quantities or delete products by entering new quantities in the "Qty" box or deleting using the red dustbin button, both of which are located to the right of each product in the cart. Once you have made the changes you require click the "Update my changes" button
How do I check the shipping cost on my items?
First add the items to your cart you wish to find shipping costs for, then click on the highlighted "in your cart" section at the top right of the page. A drop down box will appear showing a summary of the contents of you cart. Click on the red "Checkout" button at the bottom of this drop down list. You will be taken to your shopping cart.
The shipping calculator is located at the bottom left of the shopping cart page. Select the country and postcode to where you wish the item(s) to be shipped and click the "Calculate Shipping" button. A range of shipping options with associated costs will appear on the right of the page, opposite the shipping calculator. You can then select your desired shipping method and decide whether to proceed and complete the purchase.
How do I know my order has been received?
Once an order is received to the site owners administration, you will receive an order confirmation email to the address you entered during the sites secure checkout.
How do I track my order? Has it been shipped?
You can check the status of your order by clicking into the "Order Tracking" section via the link on the top menu navigation bar.
My order never arrived
Please contact the site owner via the "contact us" page if your order has not been received within the time originally stated in the checkout or what you deem to be reasonable.
An item is missing from my shipment.
Please contact the site owner via the "contact us" page if your order is incomplete or incorrect.
When will my backorder arrive?
Your item will be received within the time frame recommended on the product page of the item when it was purchased. If the item is later than expected, please contact the site owner via the "contact us" page.
How do I create an account?
In the side column of the online store you will see a members box. In this box you can click on the link to go to the secure log in or account creation page. Once you have created the account, you can use this for future purchases where the items you place in your basket will be remembered even if you leave this online store and come back later.
If you are a member with a discount for all purchases, you will need to log in first to ensure the discount is applied to your purchase.
I forgot my password.
On the edit page of your account, found via the "Members" box, there is a link called "Forgotten your password? Click here." This is where you can have your password emailed directly emailed to you.
Do you ship to my country?
To find out if we ship to your country, first fill your shopping basket and locate the shopping cart basket on the side column of this site. Within this shopping basket there is a link called "calculate shipping". Once you click on this link there is a drop down list of countries to choose from, if your country is listed then our online store will ship to you.
What are my payment choices?
Payment options will be listed on the third page of the secure checkout. At the base of the page there will be a drop down list to choose your preferred method.
When will my order ship and what are my shipping charges?
First add the items to your cart you wish to find shipping costs for, then locate the shopping basket in one of the side columns of the online store. In this box you will see a link to "calculate shipping". From this page you can enter your country and postcode to calculate the shipping cost on the items in your cart. Each of these shipping options will have a recommended time frame for delivery displayed. You can then decide whether to proceed and complete the purchase.
Please be aware that during the Christmas holiday period you may experience some delivery delays. To ensure that you receive your gear before Christmas Day please purchase as early as possible.
All prices shopping cart are guaranteed to be fair and accurate in our industry market, they will not alter from the time of your purchase to the time you are charged.
We will not sell, share, or rent this information to others. This site collects information from our users at several different points on our website.
This shopping cart has 128bit Secure Socket Layer protection, the highest level protection for internet sales. The checkout securely encrypts all payment information when a small padlock appears in the bottom right hand corner of your internet browser.
I have a question on my charges.
Please contact the site owner via the "contact us" page if you have any questions regarding your order.
I need a copy of my receipt/invoice
If your invoice receipt has not been received, please contact the site owner via the "contact us" page to have one sent directly to you.
When will my credit card be charged?
Your credit card is charged immediately on purchase, if your card can not be charged, the goods you ordered will not be sent.
How do I find my product?
There are three ways to find the item you are looking for. 1) Browse through the stores categories. 2) Use the search tool to find the item through keywords. 3) Browse by brand.