Refund policy

RETURNS & REFUND POLICY


THE-ESCAPADES LTD
Last updated: 14 May 2026

We hope you’re happy with your purchase. However, if you need to return an item, this policy explains your options.

This policy operates alongside your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your Right to Cancel (Online Orders)

If you are a consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods, for any reason.

To exercise this right:

  • You must notify us within 14 days of delivery
  • You then have a further 14 days to return the goods

2. Condition of Returns (VERY IMPORTANT)

To be eligible for a refund:

  • Items must be unused and in original, resellable condition
  • All packaging, tags, and seals must be intact

You may inspect the item as you would in a shop. However:

  • Any use beyond what is necessary to assess the item may reduce your refund or result in refusal

We reserve the right to:

  • Apply deductions for diminished value
  • Refuse returns that are not in a resellable condition

3. Climbing Shoes (Condition of Return)

Climbing shoes must be tried on indoors only and solely to assess fit.

To be eligible for a return:

  • Shoes must be unworn and unused beyond trying on indoors
  • Shoes must not have been used in a climbing gym, outdoors, or on any abrasive surface
  • Soles must remain clean and unmarked
  • Original packaging must be intact

We strongly recommend trying shoes on a clean indoor surface (e.g. carpet).

Any use of climbing shoes for climbing (including indoor gyms) will be treated as use beyond inspection and may result in refusal of refund.

This is because climbing shoes are performance equipment and cannot be resold once used.

4. Safety-Critical Equipment (IMPORTANT)

Some items we sell are safety-critical, including:

  • Climbing ropes
  • Harnesses
  • Carabiners
  • Load-bearing climbing equipment

For safety reasons:

  • These items cannot be returned once opened, used, or handled beyond basic inspection, unless faulty
  • We cannot guarantee their integrity once they leave our control
  • Reselling such items could pose serious risk of injury or death

If a safety-critical item is returned:

  • We may refuse the return if its safety cannot be verified

This does not affect your rights if the item is faulty or not as described.

5. Extended Returns (Our 30-Day Policy)

In addition to your statutory rights, we offer a 30-day return window.

To qualify:

  • The item must meet all conditions in Sections 2–4
  • The item must not fall under any exclusions

This extended returns policy is provided in addition to your statutory rights.

6. How to Start a Return

To request a return:

Please include:

  • Your name
  • Order number
  • Item(s) you wish to return

7. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or covered under warranty
  • We strongly recommend using a tracked and insured service
  • We are not responsible for items lost in transit during return

8. Refunds

If your return is approved:

  • You will receive a refund via your original payment method
  • Refunds are processed within 14 days of:
    • Receiving the returned item, or
    • Receiving proof of return

What is refunded:

  • The price paid for the item(s)
  • Any discounts applied will be reflected
  • Original standard shipping costs where required under applicable consumer law

What is not refunded:

  • Any upgraded or premium delivery services selected
  • Return shipping costs unless legally required

9. Deductions & Refused Returns

We may:

  • Reduce your refund if the item shows signs of use
  • Refuse returns where:
    • Items are damaged
    • Items are used beyond inspection
    • Safety cannot be guaranteed (see Section 4)

If a return is refused:

  • We will explain why
  • You may request the item be returned to you (shipping costs may apply)

10. Exchanges

We do not offer direct exchanges.

Instead:

  • Return your item for a refund
  • Place a new order for the desired item

If you contact us, we may assist with reserving stock where possible.

11. Faulty or Incorrect Items

If your item is:

  • Faulty
  • Damaged
  • Not as described

You are entitled to a remedy under the Consumer Rights Act 2015.

Please contact us as soon as possible and we will:

  • Offer a replacement, repair, or refund
  • Cover reasonable return costs

12. Inspection of Returns

All returned items are inspected upon receipt.

We reserve the right to:

  • Refuse unsafe items
  • Apply partial refunds
  • Reject items not suitable for resale

13. Statutory Rights

This Returns Policy does not affect your legal rights.

Depending on your situation, you may have additional rights relating to:

  • Faulty goods
  • Misdescribed items
  • Late delivery

14. Contact Us

Email: orders@theescapades.co
General enquiries: info@theescapades.co