Refund policy

Returns & Refunds

You have 14 days from the day your order arrives to return it for a full refund. You do not need to give a reason.

Condition of returned items

To be accepted, items must be returned unworn, unwashed and undamaged, with all original tags still attached and in their original packaging. Items that have been worn, washed, altered, scented, or that arrive without their tags or packaging, cannot be accepted and will be sent back to you.

You are welcome to try the item on to check the fit, as you would in a shop. You are liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

How to start a return

Email cruxclimbingstudio@gmail.com within 14 days of delivery, quoting your order number. We will confirm the return address and the next steps. Items sent back without prior approval cannot be accepted. Once you have told us you are returning an item, it must be sent back within 14 days.

Return shipping

The cost of returning an item is paid by the customer, unless the item is faulty, damaged or not what you ordered. We recommend a tracked service, as the item remains your responsibility until it reaches us.

Refunds

Once your return arrives and has been inspected, we refund you within 14 days, in money, to the payment method used for the original order. The refund includes the standard delivery cost you paid on that order. If you chose a delivery method more expensive than our cheapest standard option, we refund the cost of the cheapest standard option.

We may withhold the refund until the goods are back with us, or until you provide proof that they have been sent, whichever comes first.

Faulty, damaged or incorrect items

Please inspect your order on arrival. If anything is defective, damaged, or not what you ordered, email cruxclimbingstudio@gmail.com with photographs and we will put it right. In these cases we also cover return shipping. Your rights in respect of defective goods run for 24 months from receipt under Sections 2099 et seq. and 2161 et seq. of the Czech Civil Code.

Exchanges

We are happy to exchange an item for a different size where stock allows, as a voluntary service. Nothing about an exchange limits your statutory right to a refund in money.

Your statutory rights

Nothing in this policy affects your statutory rights. If you are a consumer in the European Union, you have a 14-day right of withdrawal under Section 1829 of the Czech Civil Code, and that right cannot be waived or settled in store credit. Full detail is in our Terms of Service.