The Journey Not The Destination

Returns Policy for Goods Purchased Online

(For goods purchased instore, see the section at the bottom of the page)

The Climbers Shop and Joe Browns want you to be completely satisfied with the items that you have purchased, but occasionally we realise you might wish to return an item to us. If you change your mind about an online purchase, you can return any unused items* within a period of 14 days from the date on which the items were delivered for a refund. All items should be returned in the same condition that they arrived, with all labels and packaging intact and undamaged.

We aim to process all online returns within 5 working days, and we will email a confirmation once your return has been processed.

How do I return an item purchased online?

• Print the Returns Form available at the top of this page and complete all sections before enclosing it with your return.
• If you do not have access to a printer, we will accept a handwritten version if all relevant information is included.
• Failure to include a returns form will delay the processing of your return.
• Securely package the item being returned in suitable protective packaging as the responsibility and liability for the item remain with you until we have received it. For this reason, we recommend you return any items using a postal service that is tracked and insured.
• Our return address is: Returns, Hooked On Granite Limited, Capel Curig, Betws-Y-Coed, LL24 0EN
• Please note that you are responsible for the cost of return postage.
• For any item that is found to be faulty, not of satisfactory quality, or does not meet the description given, please see below in the Returning Faulty Items
• Our three shops can receive returned orders purchased online. These items must be accompanied by a completed returns form and will be passed on to the website team for processing.

*Our returns policy applies to all purchases from our online website, excluding the following items which cannot be returned unless found to be faulty:

• Bespoke and customised goods (e.g. Cord / Rope cut to length)
• Goods which will deteriorate or expire rapidly
• Magazines
• Items which are received sealed for health protection and hygiene reasons.
• Sealed audio, video and software products once unsealed

How do I exchange an item?

• Please do not send items back for direct exchange. If you require a different size or model, return the unwanted item via the normal returns procedure above and place a new order via the website.

Returning Personal Protective Equipment (PPE)

• Our returns policy applies to all PPE climbing equipment that we sell, such as helmets, harnesses, climbing hardware and ropes.
• It is especially important that these items are returned to us unused and in their original packaging with all associated tags, labels and instructions.
• Climbing ropes will only be accepted if they are still factory-coiled and in the original packaging.
• If we believe the condition of any item of PPE might have deteriorated whilst in your possession, we have the right to refuse the return.

Returning Faulty Items Purchased Online