If you are not entirely satisfied with your order, you may be entitled to a refund of the purchase price of the Product provided that:

  • the Product is returned to us using a trackable method, at your expense, and received by us within 30 days after an order has been delivered to you;
  • the Product must be sent back to us in original, as new condition in undamaged packaging with tags still attached;
  • you return the Product to us (at your own cost) with the original proof of purchase;
  • is not a clearance or sale item; and
  • it is not an excluded item.

We cannot provide a refund if the above terms are not met including if you:

  • do not have proof of purchase from this website; and
  • the Product/s have been used, worn or tested, the goods have been damaged after you received them or you have not returned the Product with all its original packaging with tags, stickers and labels still attached.

Please note that if your Product is eligible for a refund (see above), then you will receive a refund of the purchase price of the Product returned.  We will not refund the shipping/delivery fee that you paid or the fees you incurred in returning the Product back to us (i.e. postage costs). 

Refunds will be made to the original method of payment.  If you paid for your transaction via PayPal, the refund will be handled by PayPal.  Please allow up to 14 days for your return to be processed and refund arranged.  


To enable us to process your refund, complete your return by following the steps on our Returns Portal. If you are unable to access the Returns Portal, please contact us.


The following items cannot be returned to us if you change your mind, the sizing is incorrect or if you feel that the product does not meet your expectations.

  • Safety Equipment including:
    • all personal protective equipment
    • harnesses
    • rope
    • all load bearing equipment and accessories
    • helmets
    • slings
    • carabiners
    • belay devices
    • hardware for life support such as ascenders, fall arrestors and descenders
  • Clearance Items

However, if a product fails to meet a Consumer Guarantee (refer to our Warranty Policy) then this exclusion will not apply to a Product that fails to meet one or more Consumer Guarantees.

We recognise that the option to return items for a change of mind is important to our customers.  To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, we may refuse to accept items returned for change of mind reasons if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.


We do not accept an exchange of products.  If you purchased your Product through our website and wish to exchange it for a different product, you will need to return your purchase and complete the return process. 

If you were sent the incorrect product and wish to exchange the product you received, please contact our Customer Service Team and we will arrange for your item to be collected free of charge.  We will then send you the Product you ordered.