Returns Policy
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.
*for safety reasons we cannot accept returns of safety equipment
Urban Abseiler offers a 30 day exchange policy within Australia for all goods that are unused and in a saleable condition.
This means:
- 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 info@urbanabseiler.com.au 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.
Refunds
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
Returns
Please contact the shop by telephone or e-mail before returning any goods. Faulty goods will be repaired, replaced or refunded depending on the circumstance. When returning goods please enclose your name, address, telephone number and if possible, date of purchase and order number.
You have 30 days from the date you receive the order to cancel if you wish. If you wish to do so you should contact the shop by telephone or e-mail within 30 days of receipt and arrange return at your own expense. Once the goods are received in good re–sellable condition the refund will be processed, where possible, within 24 hours.
Please note if you are cancelling for any reason other than a warranty return, we do not refund the cost of postage. If your order was shipped with free postage, we will deduct the cost of the postage from the refund amount.
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 info@urbanabseiler.com.au. 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.
Shipping
Where do we deliver?
We will deliver to most addresses within Australia. Our freight pricing structure is for Australia only. We require a street address for delivery and cannot deliver to a PO Box. Some remote locations cannot be serviced, however Urban Abseiler couriers may be able to deliver to a local depot where you can collect your products.
Estimated delivery times
Deliveries are generally made between 8.30am to 5.00pm Monday to Friday by a contracted carrier.
Estimated delivery times: (not including order processing times)
- 3-7 working days for delivery to a capital city in any State;
- 5-10 working days for delivery to most large regional towns; and
- 7-14 working days for delivery to other remote locations.
Please note that these delivery times are estimates only, and actual delivery times may vary depending on stock availability. Urban Abseiler is not responsible for any late delivery or failure to deliver due to circumstances beyond our reasonable control. Depending on the order, products may be delivered individually, part shipped and/or by different couriers.
Order processing times
Orders are shipped by a next working day courier service (Fastway or Couriers Please) Orders received before 2.30pm Monday – Friday will be process for shipping on the same day. Orders received after 3pm be shipped the next working day. We do not ship on Saturday or Sunday.
Most items visible on this website are IN STOCK and available for delivery within 1 or 2 days.
If your order is urgent contact us on 03 8589 3944 and we will work with you offer express postage.
Please allow an extra day's shipping for public holidays.
Delivery Problems
If your delivery has not arrived within the estimated delivery time, please contact our shop 03 8589 3944
