Refund policy

Standard Returns 

UK customers can return non-faulty items within 28 days of receipt for a refund or replacement (this begins the day after you receive the goods), provided that they are (in our opinion) complete with their original packaging and unused new condition. To do this in-store you must have proof of purchase, your order confirmation, delivery note, E-receipt or itemised till receipt will be required. If you do not have this please contact shop@rockoverclimbing.com to get another copy of your receipt emailed to you. To do this online please see below.

All items must be clearly unused and with their original tags and packaging. Footwear must be free from chalk contamination and show no signs that they have been used. We will not refund any special order items that we do not usually stock. Skincare and chalk must be unopened and the seals still intact. Unless there is a fault we do not accept the return of Books or DVDs to prevent copying of information. 

There are restrictions on the return of PPE and Safety goods if they are bought in-store. This is for safety and hygiene reasons, Facemasks, Helmets, Softgoods, Harnesses and Metalwork for climbing including slings, ropes, quickdraws, carabiners and trad climbing protection are unable to be returned once they have left the building. However, these can be returned online in accordance with the distance selling laws.

Canceling or Returning your Online Order

You have the right to cancel your online order within 14 days of receipt and return it to us unused.  You will be required to cover the cost of returning the item. 

We aim to refund you within 14 days of receiving the returned item. We will refund the cost of goods plus our standard postage fee when postage was paid in the original order.

If you wish to return an item please follow the guidance on the slip provided with your parcel. Please fill out the online form and send it back to us. This form will let us know whether you wish to exchange or refund the items. Please be aware that in the case of an exchange the items will only be sent once the original is safely received by us, we also cannot guarantee the size or colour change you require is available at the time of exchange. If it is not available we will issue a full refund for the item as if it has been returned to us. 

Faulty Goods

Faulty goods can be replaced at any time. However, the final decision on whether the item will be replaced rests with the manufacturer and it is worth noting that this can take a significant amount of time, especially if the item needs to be shipped overseas. Pop in the store to speak to a staff member or contact us first by emailing office@rockoverclimbing.com. If contacting us by email please include photographs and proof of purchase and our shop team will get back to you as soon as possible. 

On all returned items the customer must ensure that the items are clean. We will not send dirty items back to the manufacturer. If we are unable to send it to the manufacturer you will be required to cover the cost of the item being returned to you. 

Sale & Clearance Items

We do not accept returns or give refunds on any Sale or Clearance Items purchased in-store. Credit or exchange will be given in this instance.

Sale items purchased online can be returned within 28 days of receipt for a refund or replacement provided that they are (in our opinion) complete with their packaging and in new condition.