Refund policy
Unwanted Items
We understand that customers sometimes change their minds about their purchases. For that reason we offer a full refund within 30 days of delivery as long as the item remains unopened, with tags in place and in the original packaging.
In line with your statutory rights for online purchases, any unwanted item can be returned to us within 14 days of delivery provided it remains in an unused condition. During this period, the item can be opened and inspected however must be returned unused in the original packaging, in “like new” (with tags) condition in order to qualify for a full refund.
Please note that shipping costs will not be refunded for unwanted items.
We recommend that you return your items using a tracked service and get proof of postage as we cannot be responsible for returns that do not reach us.
Faulty or Damaged Items
In the event you receive a faulty or damaged item you can return it back to us for a refund, repair or replacement.
We will cover the shipping costs and cost to return the item to us. Please email us at info@satchclimbing.com and we will provide you with a returns label. Instructions on how to get this back to us is included below in our How To Return An Item section.
Incorrect Items
If you receive the incorrect item you can return it back to us for either a refund or replacement.
We will cover the shipping costs and cost to return the item to us. Please email us at info@satchclimbing.com and we will provide you with a returns label. Instructions on how to get this back to us is included below in our How To Return An Item section.
How to return an item
If the item(s) to be returned is/are either faulty or damaged, or incorrect, please get in touch via email at info@satchclimbing.com so we can send you a returns postage label.
- Please include a note with your order number outlining your desired outcome. If the item is faulty please be as descriptive of the fault as possible.
- Package the item(s) as securely as possible using the original packaging where possible. Please ensure the product is well protected to avoid any damage in transit.
Return Address:
Tollyrose Country House
15 Hilltown Road
Newcastle
BT330PX
- Sending the items to us:
- Unwanted Items
We recommend that you return your items using a tracked service and get proof of postage as we cannot be responsible for returns that do not reach us.
- Faulty or Damaged and Incorrect Items
Apply the label provided and take to the location outlined within the returns label instructions.
- Unwanted Items
- Please allow 5 days from us receiving the item to process the return.