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:

• Exchanges must be made within 7 days from the date you received the order.

• Original receipt must be presented for exchange.

• Products must be in their original, new condition — free from marks, scratches, or odours, with no visible signs of wear or use.

• All original packaging, tags, and labels must be intact and undamaged.

• Items can only be exchanged for products of equal or higher value.

Items Excluded from Exchange

Certain products cannot be exchanged due to safety, hygiene, or policy reasons:

• Load-Bearing Safety Equipment (e.g., carabiners, belay devices, harnesses, ropes, slings):
  These items are critical for your safety while climbing. Once used or even handled, they may suffer invisible damage or wear that compromises their integrity and reliability. For your safety and to comply with industry standards, we do not accept exchanges or returns on these products.

• Products Sold at Marked-Down Prices Due to Defects:
  Items sold with known defects or imperfections are clearly marked and sold “as-is.” Because these products are discounted due to their condition, they are not eligible for exchange.

• Clearance or Sale Items:
  Clearance and sale items are heavily discounted and typically final sale. We cannot accept exchanges or returns on these products unless there is a manufacturing defect that was not apparent at the time of purchase.

• Hygiene-Sensitive Products (if applicable):
  For hygiene reasons, some items cannot be exchanged once sold. This protects the health and safety of all customers.

Refund & Cancellation

We accept cancellations and refunds in the following situations:

• Placed a wrong or duplicate order

• Discount code was not reflected at checkout

• Wrong or incomplete delivery address

All cancellations and refund requests must be made on the same day of the order. Otherwise, no refund will be given.

If you opted for delivery and shipping has been arranged, unfortunately, we can no longer cancel and refund your order. However, you can request to make an exchange for another item. Please refer to our exchange policy for more information.

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