Refund policy

30-day guarantee

You have 30 days from delivery to let us know something is not right.

Because Climbing Claus ships from our overseas fulfilment partner, we usually do not ask you to post anything back - return postage would cost more than the item. In most cases we simply refund or replace you on the strength of a photo.

If he arrives damaged, faulty or wrong

Email support@myclimbingclaus.com within 30 days of delivery with your order number and a photo or short video showing the problem. We will send a free replacement or refund you in full. No return needed.

One thing that is not a fault: the small bead near the top of the cord is his stop point. He is meant to reach it, turn around, and climb back down.

Change of mind

Email support@myclimbingclaus.com within 15 days of delivery. We will approve a return and give you the return address - return postage is at your own cost, and the original shipping charge is non-refundable. Given the cost of international return postage, most customers prefer to keep the item and take a partial refund instead. Just ask.

Cancellations

Email support@myclimbingclaus.com as soon as you can. We can cancel and refund in full any time before dispatch, usually within the first 1-3 business days. Once your order has shipped, the 30-day guarantee above applies instead.

Order never arrived

If tracking has not updated for 15 business days, or your parcel has not arrived within 30 business days of dispatch, email support@myclimbingclaus.com and we will replace it or refund you in full.

Non-returnable

Free gift items received as part of a promotion, and digital items.

Refunds

Approved refunds go back to your original payment method within 5-10 business days. If more than 15 business days have passed since we approved your refund, email support@myclimbingclaus.com.

EU 14-day cooling-off period

If you are in the EU, you may cancel or return your order within 14 days of delivery for any reason, under the conditions above.