Refund policy
Order Modifications and Cancellations
If you need to modify or cancel your order with Climbowl, please contact us immediately at cs@climbowl.co.uk. Be sure to provide your order number and specify the changes you wish to make. We will confirm once the modification has been completed.
Please note that once an order has been fulfilled, it cannot be modified or canceled. A management, processing, and transaction fee of 20% of the total order value will be applied for cancellations. To check the status of your order, please contact our Customer Support team.
Exchanges for Defective or Damaged Products
If you receive a defective or damaged item, please contact us immediately at cs@climbowl.co.uk with the order number, and a video or photo of the faulty product. We will provide a full refund and send a replacement to your address free of charge within 1 - 5 business days.
Incorrect or Damaged Items
For incorrect or damaged items, please contact our Customer Support team with your order number, a video or photo of the issue, complete delivery address, and contact telephone number. We are committed to ensuring the satisfaction of all our customers.
Returns & Refunds
You have 30 calendar days to return an item from the date you received it.
To be eligible for a return:
- Your item must be unused and in the same condition that you received it.
- Your item must be in the original packaging.
- Your item needs to have the receipt or proof of purchase.
Please email us at cs@climbowl.co.uk with the subject "Return Climbowl Items" and provide your receipt or proof of purchase, and a picture of the item in its original packaging.
Return Shipping
You are responsible for paying the shipping costs for returning your item. We recommend using an insured and traceable shipping method.
Refund Requirements
- Item(s) must be unopened and in their original condition.
- Item(s) must be returned with all original packaging and accessories.
- Returns must be postmarked on or before the 30th day following the receipt date.
Shipping and handling costs are not eligible for refunds. Refunds will be issued to the original form of payment, including gift cards.
We strongly encourage you to contact us before returning any product to ensure eligibility for a return or exchange. If a product is returned without consultation and fails to meet all requirements, a refund will not be issued.
Non-Refundable Items
Please note that we do not offer refunds or exchanges on products purchased during sales or special promotions, including but not limited to Buy 1 Get 1 Free sales, discount codes greater than 10%, or Free Shipping promotions.
Late or Missing Refunds
If you haven’t received a refund yet:
- Check your bank account again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Contact your bank; there is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at cs@climbowl.co.uk.
For further inquiries, please don't hesitate to reach out to our support team at cs@climbowl.co.uk.