We aim to ensure a 100% satisfactory shopping experience. However, we do not provide any refunds. If you are not entirely pleased with your purchase, we offer exchanges under the following conditions.

To be eligible for an exchange, items must be returned within 7 working days of purchase/collection and must be in perfect selling condition, including:

• Original manufacturer packaging
• All original tags and labels attached
• Original receipt, email or proof of purchase

Items that are not in sellable condition due to being worn, used, or damaged will not be accepted for exchange or return.

Safety Equipment

Load-bearing safety equipment, including but not limited to carabiners, belay devices, harnesses, ropes, and slings, are strictly non-exchangeable and non-returnable.

This is due to safety and quality assurance reasons. Once these items leave our store, we cannot verify whether they have been:

• Used or subjected to load/impact
• Exposed to wear, abrasion, or damage
• Compromised in a way that may not be visually detectable

For climbing safety, even minor use or stress can affect performance and safety integrity. As such, all sales of safety equipment are final to ensure the highest safety standards for all customers.

Clearance Items

Items sold under the “Sale” category are not eligible for returns or exchanges, unless the product has a previously undisclosed defect.

Products sold at a reduced price due to known defects are also strictly non-returnable and non-exchangeable.

Return Shipping

Customers are responsible for return shipping costs. Please ensure you obtain tracking information, as you are responsible for the parcel until it is received by us.

We will cover the shipping costs for sending the exchanged item(s) back to you.

Refund Policy

We do not offer refunds for change of mind, incorrect sizing, or general dissatisfaction for items that are otherwise in acceptable condition.

Refunds are only applicable under the following circumstances:

• The product is defective upon arrival
• The product was damaged prior to delivery

All refund requests must be submitted within 7 working days of receiving the item and are subject to assessment and approval.

If you have selected delivery and shipping has already been arranged, we are unable to process cancellations or refunds.

Cancellations & Same-Day Refund Requests

We accept cancellations and refunds on the same day of the order in the following situations:

• Wrong or duplicate order was placed
• Discount code was not applied at checkout
• Incorrect or incomplete delivery address was provided

Requests made after the same day of purchase will not be eligible for cancellation or refund.

If you have selected delivery and shipping has already been arranged, we are unable to process cancellations or refunds.

For any further inquiries, please contact us at hello@crankfactory.com.