Refund policy
Returns and Refund Policy
Last updated: January 2, 2025
Thank you for shopping with mini beasts climbing. We want you to be completely happy with your purchase. If you are not satisfied, we’re here to help. Please read our Returns and Refund Policy below to understand how we handle returns and refunds.
1. Returns Policy
1.1 Eligibility for Returns
We accept returns for a full refund provided that the product:
- Is unused and in original condition (including packaging).
- Has not been installed or used in any way.
- Is returned within 30 days of the delivery date
1.2 Non-returnable Items
The following items cannot be returned for a refund:
- Custom or personalized items (if applicable).
- Gift cards (if applicable).
- Climbing holds that have been installed, used, or damaged in any way.
- Sale or discounted items (unless required by law).
1.3 How to Return
To start a return, please contact our customer service team at contact@minibeastsclimbing.com with your order number and details of the product you wish to return. Our team will provide you with further instructions on how to return the item to us.
1.4 Return Shipping Costs
You are responsible for the return shipping costs unless the item is defective, or we made an error in processing your order. If you are returning an item from outside the UK, please ensure you use a reliable shipping service and obtain tracking information, as we cannot guarantee receipt of your return without it.
For international returns, you will also be responsible for any customs duties, taxes, or import fees that may be incurred when returning products. These charges are not covered by mini beasts climbing and are the responsibility of the customer.
2. Refund Policy
2.1 Full Refunds
Once your return is received and inspected (usually within 5-7 business days of arrival), we will notify you of the approval or rejection of your refund. If your return is approved, a full refund will be issued to the original method of payment. Please note that it may take a few additional days for the refund to be processed by your payment provider or bank, depending on your location.
2.2 Partial Refunds
In certain cases, such as when an item is returned in a condition that is not fully resalable (e.g., damaged packaging), we may issue a partial refund, or in some cases, a store credit may be issued at our discretion.
2.3 Late or Missing Refunds
If you haven’t received your refund within 14 business days of approval, please first check with your bank or credit card company, as there may be delays in processing. If you still have not received your refund, please contact us at contact@minibeastsclimbing.com.
3. Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange an item, we suggest returning the original item for a refund and placing a new order for the desired product.
4. International Returns and Refunds
We offer returns within 30 days from the date of receiving your item. Refunds will be processed according to the following:
- The 30-day period begins from the day you receive your product.
- We will reimburse the cost of the product, but you will be responsible for return shipping costs as well as any customs duties, taxes, or import fees.
- Refunds will be issued to the original method of payment once we receive and inspect the item.
Please be aware, you must ensure the returned items are in resalable condition (i.e., undamaged and unused).
5. Damaged or Defective Products
If you receive a product that is damaged, defective, or if we sent you the wrong item, please contact us immediately at contact@minibeastsclimbing.com. We will arrange for a free return and full refund or offer a replacement at no additional cost to you. We may require you to send a photo of the damaged or defective item.
6. How to Contact Us
For any questions regarding our Returns and Refunds Policy, or if you wish to initiate a return or refund, please contact us:
- By email: contact@minibeastsclimbing.com