Refund policy

To help you with finding the right size, Redpoint Climbing offer one free return or size exchange for domestic climbing shoes purchases. This means that we will cover the cost for you to return the item to us, whether you prefer a refund or a size exchange.

Here are our simple rules of return:

  • You have 30 days from purchase to return the item(s) back to us
  • Item(s) must be in the original packaging, which must be in their original conditions. This includes shoe boxes and any inserts
  • Item(s) must be unworn and unused with the original tags still attached

    All of our returns are hassle-free, simply initiate the return online and follow the instructions to send the item(s) back. We will credit the original purchase price back to the same credit card or PayPal account that you originally paid from, minus the delivery cost for shipping the item(s) to you.

    HOW DO I SEND MY RETURN BACK?

    Follow these 4 easy steps:

    1. Fill in the Return Form
    2. If your return is approved, a pre-paid postage label will be emailed to you
    3. Package the item(s) for postage, ensuring the original packaging (e.g. shoe box) is protected inside a satchel or box
    4. Attach the pre-paid postage label to the outer packaging and drop it off at one of Sendle’s 600 drop off locations including BP petrol stations, newsagencies and pharmacies

    CAN I EXCHANGE MY ITEM?

    Yes. Return the item to us and if it meets our simple rules of return, we will send you the new size for free, depending on stock availability. That’s it. Simple, right?

    MY ITEM IS FAULTY OR INCORRECT. WHAT SHOULD I DO?

    All our products pass multiple quality checks before they are dispatched. However, should a mistake occur, we are sorry to hear this and want to get this resolved as quickly as possible.

    As soon as you discover a fault or mistake, please email us at support@redpointclimbing.com.au. You'll need to provide:

    1. Your order number
    2. Details of the faulty item and a description of the fault or mistake
    3. Photos of the fault or mistake

      We will cover the return freight as well as any delivery fees for sending you a replacement. If you request a refund, we will credit the original purchase price back to the same credit card or PayPal account that you originally paid from.

      I’VE CHANGED MY MIND A SECOND TIME. WHAT SHOULD I DO?

      Our fair use policy caps free return or size exchange at one per customer per year. If you wish to return again after exceeding this limit, we will still accept your return at your own postage expense plus a $24.95 administration fee. If you are unsure, please contact our friendly customer service team via support@redpointclimbing.com.au.

      HOW CAN I RETURN MY ITEMS IF I’M OUTSIDE OF AUSTRALIA?

      We are happy to accept returns from outside of Australia at your own cost, as long as it meets our simple rules of return. Unfortunately we’re not able to offer an exchange on returned items for International customers - you'll automatically be issued a refund for any returned items. If you want a different size or item, you’ll need to place a new order. Before you do so, email us first at support@redpointclimbing.com.au and depending on the country, we may be able to help you out with discounted shipping.

      WHEN WILL MY RETURNS BE PROCESSED?

      It can take up to 14 working days for your return to reach us and once it has, we'll drop you an email to confirm we've received your returned parcel and the details of your refund. Once you receive this email, it can take up to 14 working days for the funds to reach your account, depending on your payment provider. If you haven’t received this email, please check your junk mail.

      HOW WILL I BE REFUNDED?

      All refunds are reverse transactions back to the same payment method you used when you placed your order. We cannot refund your order to a different card or a different payment method.

      CONTACT INFORMATION

      If you have any questions about size exchanges or returns, please check our FAQs first. You can also contact our friendly customer service team via support@redpointclimbing.com.au.

      WARRANTIES

      If your item developed manufacturing faults after they have been worn or used, please email us at support@redpointclimbing.com.au so we can determine if it is a manufacturing fault covered by our warranty. You'll need to provide:

      1. Your order number
      2. Details of the faulty item and a description of the fault or mistake
      3. Photos of the fault or mistake

        Our products come with a 12 month warranty from the original purchase date that covers defects in materials or workmanship used in or associated with the manufacture and assembly of the product. This means we will cover the shipping cost for you to return the faulty item(s) back to us, and we will also cover the shipping cost of sending you a replacement.

        The Redpoint Sports Pty Ltd Warranty does not cover:

        • Damage or wear and tear or expendable parts;
        • Damage caused by accidents, natural disasters, misuse, failure to properly maintain the product, failure to follow manufacturer's instructions for the use of the product, negligence or any alteration whatsoever in the form of content of the product; and
        • the cost of returning faulty item(s) to us, except where required by the Australian Consumer Law

        The Redpoint Sports Pty Ltd Warranty becomes null and void where:

        • Any adjustment, part replacement or repair is carried out by any person other than a service agent authorised by Redpoint Sports Pty Ltd, or the damage is caused by the use of any non-genuine accessories or parts not from the original manufacturer;
        • The item(s) are used for commercial use or otherwise not in accordance with its normal use and purpose;
        • The item(s) were replaced or parts repaired or replaced under a previous warranty claim

        This Warranty applies only to the original owner and is not transferable in the event of the product being sold or otherwise disposed of.

        It is your responsibility to ensure that all item(s) returned are properly packaged and the item(s) remain in your responsibility until it reaches Redpoint Sports Pty Ltd.

        Depending on the nature of the fault, we may repair, replace or refund the purchase price (less shipment costs) of the item(s). Except as required by law, the decision of whether to repair, replace or refund the purchase price (excluding postage / freight) will be at the sole discretion of Redpoint Sports Pty Ltd.