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Changed your mind? Not quite what you were looking for? No problem; we are happy to accept returns of goods for refund or exchange (stock permitting). Goods should be returned within 123 days of receipt. All returned items must be unused and in their original packaging: we cannot accept goods back that we cannot sell as new, and they must be accompanied by the original delivery note. If we find on return of the goods that they are in any way used or damaged, we reserve the right to recover the cost of these damages from the customer up to the price that was paid for the goods. In all cases we will only process a refund once we receive the goods. Please ensure that you make adequate provision for the safe return of the goods; all return postage costs are the customer's responsibility unless otherwise stated. For the safety of all our customers we are unable to exchange new or unused climbing equipment for refund or exchange unless it is unfit for purpose, not as described, not of satisfactory quality, or returned in accordance with your legal right to cancel as detailed above. Climbing ropes and climbing hardware are personal protection devices, one day you may have to call on that shiny new nut to save your bacon. No one wants to receive these items from an unknown source; you as a buyer need to have absolute confidence that your products have not been tampered with right? Even though we have the nicest customers in the world, once these products have left our sight we are no longer able to vouch for their authenticity or history. Please bear this in mind before you make your purchase, this is for your safety and the safety of the people you climb with. If you believe your goods to be faulty; incorrectly described; not fit for purpose or if the wrong item has been despatched please contact us within 30-days and prior to returning the item. We can then arrange for the goods to be returned to us at our expense and an exchange or full refund of the original price paid. When returning an item, always ask for a Proof of Posting. We are not liable for any returns that are lost or delayed in the post back to us. At our absolute discretion, we may issue an exchange or refund for an item that has gone missing if the customer can provide proof of posting/signed for delivery. Please note, we can only refund the card used in the original sale. It is entirely up to the customer's card issuing bank to decide how much time it takes to effect a credit. Our account is debited the very next day when the credit gets settled but it may take up to 3 - 4 working days for the funds to get credited to the cardholder's account depending on the card issuing bank. We do not sell to the trade, however we know there are several companies and individuals who are buying our goods and offering them for re-sale at a higher price. Whilst we cannot stop people doing this your Alpkit warranty is only valid for the original customer with a proof of purchase. Alpkit products brought through a second party, e.g. eBay, outdoor centres etc may not be covered. Please be aware that any products sold in our second-life area 'yardy', are not subject to our usual warranty.
If you are not happy, change your mind or want to swap your unused product for any reason, you can return it within 123 days of placing the order and we will exchange or refund it no question. Simply return it to us, free of charge, with all the original packaging. Please note: We cannot accept returns for custom made items owing to the nature of manufacturing to bespoke specifications. Please allow up to 7 days from receipt of a return for us to process it and issue your refund or exchange. We're working hard to process all returns as quickly as possible, however the necessary safe working environment that we've had to implement is causing occasional delays. Our awesome Alpkit returns and CS team are all balancing keeping themselves and their families safe with continuing to work hard for us. Thank you for your patience. You will receive an email confirming when your return has been processed.
e're unashamedly obsessive in our design process, working hard to design high quality, long lasting, environmentally preferable products - designed by enthusiasts for enthusiasts. We only select reliable factories for manufacturing, and make visiting them a priority. But we're all human and stuff will occasionally slip through the cracks, so all our products are warrantied against defects in materials and workmanship - just in case. Basically, we just want to make sure we always look after you the best we can. If one of our products does not meet your expectations upon delivery, or if during its lifetime does not live up to the demands placed upon it, please return it to us for repair, replacement or refund. If the problem is our fault then we will do this to your satisfaction. If it’s your fault then we will help out the best we can. 3 year Alpine Bond: Covers Alpkit, Love Mud and some Sonder brand products 5 year Alpine Bond: Covers our Sonder alloy, steel and carbon frames 10 year Alpine Bond: Covers our Sonder Titanium frames 25 year Alpine Bond: Covers all our UK Made luggage, bags and bouldering mat covers
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