Return & Refund Policy

Last updated: 20 September 2026

At FlexClimb, we want you to be completely satisfied with your purchase. If you change your mind or there is a problem with your order, we are here to help.

This Return & Refund Policy explains when and how you can return products and request a refund.

1. Returns

You may request a return within 14 days of receiving your order if you have changed your mind about your purchase.

To be eligible for a return, the item should be:

• Unused and in its original condition

• In its original packaging where reasonably possible

• Complete with any accessories, manuals, tags or other items supplied with the product

• Returned in a condition that allows us to resell it

You may inspect an item in the same way you would reasonably be able to inspect it in a shop. However, we may reduce a refund where the value of the item has been reduced because it has been handled beyond what is reasonably necessary to inspect it.

2. How to Request a Return

To request a return, please contact us at:

Please include:

• Your order number

• Your name

• The product(s) you wish to return

• The reason for the return, if applicable

We will provide you with instructions for returning your item.

Please do not send products back to the address on the original package unless we have instructed you to do so.

3. Change-of-Mind Returns

For purchases made online, you generally have a legal right to cancel your order within 14 days of receiving the goods, without having to give a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to send the goods back.

We will refund eligible cancelled orders within 14 days of receiving the returned goods, or earlier where legally required.

Where applicable, we will refund the cost of the standard delivery option originally paid. If you selected a more expensive delivery service, we are not required to refund the additional amount above the standard delivery cost.

4. Return Postage

For a change-of-mind return, you are responsible for the cost of returning the product unless we have agreed otherwise or applicable law requires us to cover the cost.

If the item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where the return is our responsibility, we will provide appropriate return instructions and, where applicable, cover reasonable return costs.

5. Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, faulty or different from what you ordered, please contact us as soon as possible at:

Please provide your order number and, where useful, photographs showing the problem.

Depending on the circumstances and your legal rights, we may offer a repair, replacement, refund or another appropriate remedy.

Nothing in this policy affects your statutory consumer rights. Products supplied to consumers must meet applicable legal requirements, including being as described, of satisfactory quality and fit for purpose.

6. Products That Cannot Be Returned

Certain products may be excluded from cancellation or return where permitted by law.

Examples can include:

• Products made specifically to your specifications or personalised for you

• Sealed products that are not suitable for return for health or hygiene reasons once unsealed

• Products that are liable to deteriorate or expire quickly

• Sealed audio, video or software products where the seal has been broken

• Digital content where you have agreed to its immediate supply and acknowledged that you may lose your cancellation right

If an exclusion applies, we will make the relevant information clear before you purchase where required.

7. Refunds

Once your return has been received and inspected where necessary, we will process your refund.

Approved refunds will normally be made to the original payment method used for the purchase.

Depending on your payment provider or bank, it may take additional time for the refund to appear in your account.

We will not charge an administration or processing fee for exercising a statutory cancellation right.

8. Sale Items

Sale and promotional items may be returned in accordance with the same legal rights as full-price items.

A discount or sale price does not remove your statutory consumer rights.

9. Exchanges

We may offer exchanges at our discretion where appropriate.

If you require a different product, size or variation, please contact us. In some circumstances, the quickest option may be to return the original item for a refund and place a new order.

10. International Returns

If we accept orders from outside the UK, international customers may be responsible for return shipping costs for change-of-mind returns unless otherwise stated or required by applicable local law.

Any customs duties, taxes or import charges that are not refundable under applicable law remain the responsibility of the customer.

Your mandatory consumer rights in your country of residence are not affected by this policy.

11. Our Legal Obligations

This policy is intended to explain our returns process clearly and does not limit or exclude any consumer rights that cannot legally be excluded or restricted.

If any provision of this policy conflicts with mandatory applicable consumer law, the mandatory legal requirement will apply.

We aim to keep our terms fair, clear and transparent. UK guidance states that consumer contract terms and notices should be fair and transparent and that businesses should not use terms that unfairly restrict consumers' statutory rights.

12. Contact Us

For questions about returns, refunds or your order, please contact:

FlexClimb

Policy effective date: 20 September 2026