Exchange & Refund Policy

Exchange & Refund Policy

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

Please note that some items are not eligible for exchange:

  • Products sold at marked-down prices due to existing defects.
  • Items listed under clearance or sales (unless the product has a defect that was not known at the time of purchase).
  • Load-bearing safety equipment (e.g., carabiners, belay devices, harnesses, ropes, and slings).

Exchange Procedure

Follow these steps to exchange a product:

  1. Contact us at within 7 days of receiving the product.
  2. If you prefer, you can physically drop off the product at our showroom in Climb Central Kallang Sports Hub.
  3. We will process the exchange and send you a confirmation email within a day.
    1. Your credit card company may take 2-5 business days to process the refund.
  4. Important Note: If you're shipping the product back, please remember to get tracking information for your package, include the invoice or a note with the order number, and do not use the product's box (i.e. shoe box) as the shipping box, it will be damaged in the mail. It's best that you send it back inside the Crank Factory box or get a separate box to ship the shoes in
  5. Address the package to: 53 Ubi Ave 1, #03-17, Singapore 408934.

Return Shipping

Please note:

  • Customers must cover the costs associated with return shipping.
  • We will cover the costs to ship the exchanged product(s) to you.
  • Items that do not meet our exchange standards will be mailed back to the customer without replacement.


Refund & Cancellation 

Below are instances when we accept cancellations and refunds

  • 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