Shipping and Returns
We understand that the product that you have purchased may not suit or fit. In order for us to best assist you please read the following information carefully before returning a product.
Urban Abseiler offers a 30 day exchange policy within Australia for all goods that are unused and in a saleable condition.
- The product and packaging is undamaged, unworn, unmarked and where applicable with tags still attached.
- If you believe your product is faulty please refer to Faulty items section below.
If a product comes back and meets the standards above, we will offer you a one time exchange for a different size or a product of the same value. If a product comes back that has been clearly worn, used or is damaged, your return may be rejected and the goods shipped back to you.
For all returns, please contact us at firstname.lastname@example.org outlining what product you would like to return, reason and your order number. We will do our best to look after you from here.
Please Note: Processing your return can take up to 8 working days from the arrival of your package to our warehouse.
We do not offer refunds for a change of mind or if you have ordered the wrong product. Please refer to this guideline by the ACCC. Refunds
Faulty Item Policy
In the unlikely event that any of your goods are faulty, please send us a photo, a description of the fault, and your order number to email@example.com. From here we will be able to assess if it is a genuine fault and will assist you the best we can from there.
Please read the care instructions of our products carefully and also consider if your product is faulty or just well loved.
We can ship to most addresses in Australia. You can expect your order to be delivered within 4-5 working days.