At Edelrids Sport Outdoor Store, we stand behind the quality of our adventure gear. We want you to be completely satisfied with your climbing equipment, arborist tools, and outdoor accessories. If you’re not happy with your purchase, our straightforward returns and exchanges process will make things right.

Returns & Exchanges Eligibility

We accept returns and exchanges within 15 days of receiving your item(s). To be eligible for a return or exchange:

  • Item(s) must be unused, in original condition, and with all tags attached
  • Item(s) must be in the original packaging
  • Proof of purchase is required

⚠️ Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged:

  • Baselayers (for hygiene reasons)
  • Belay Devices & Descenders (safety-critical equipment)
  • Avalanche & Snow Safety equipment (safety-critical)
  • Arborist Harnesses (safety-critical equipment)
  • Ascenders (safety-critical equipment)
  • Brushes (hygiene reasons)
  • Any item that shows signs of use or wear
  • Products without original packaging or tags

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Authorization: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package Your Item: Securely package the item(s) in the original packaging, including all tags and documentation.
  4. Ship Your Return: Send the package to our address (provided with your RMA instructions). We recommend using a tracked shipping service.
  5. Processing: Once we receive and inspect your return, we will process your refund or exchange within 5 business days.

Return/Exchange Request Template

Copy and paste this template into an email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Edelrids Customer Service Team, I would like to request a [return/exchange] for my recent purchase. Order Number: [Your Order Number] Product Name(s): [Product Name(s)] Reason for Return/Exchange: [Please provide details] I confirm that the item(s) are unused, in original condition, and include all original packaging and tags. Please provide instructions for returning the item(s) and any additional information you may require. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Information

Once we receive and inspect your returned item(s):

  • Refund Timeframe: Refunds will be processed within 5 business days of receiving your return
  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable
  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error

Depending on your payment provider, it may take additional time for the refund to appear in your account (typically 5-10 business days).

Exchange Information

If you’re requesting an exchange:

  • We will ship the replacement item once we receive and process your return
  • If the exchange item is of higher value, you will need to pay the difference
  • If the exchange item is of lower value, we will refund the difference
  • Standard shipping rates apply for exchanged items

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected]. We will arrange for a replacement or refund and provide a prepaid shipping label for returning the damaged item.

Need Help?

Our customer service team is here to assist you with any questions about returns or exchanges:

Email: [email protected]

Address: 72 Norton Street, WARRAWEE, AU 2074

We typically respond to all inquiries within 2 business days.