Climb Stop

This Refund Policy applies to all purchases from us, unless stated otherwise.

CUSTOMER SATISFACTION IS OUR PRIORITY

Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

At Climb Stop, customer satisfaction is our priority.
Our refund and returns policy lasts 30 days.
If 30 days have passed since your purchase, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging
If you are returning a product you are required to pay the full shipping fee to ship product back to us plus you will be charged a $30 fee for handling and restocking  which will be taken off your refund amount.
(excluding return of damaged or faulty product where no fees will apply)

CHANGE OF MIND OR  UNSUITABLE

We do not provide refunds for change-of-mind purchases or if Climb Stop is deemed unsuitable for your specific situation. As stated on our website, we strongly recommend confirming the product’s suitability with your local pool inspector before making a purchase.

In certain circumstances, we may offer a partial refund, less a $30 handling and restocking fee. To qualify, the product must be returned to us at your expense and in good condition. Once the return is received and inspected, your refund will be processed.

PRODUCTS DAMAGED DURING DELIVERY

In the event that a product which you ordered is damaged during delivery:
(a) Please contact us as soon as possible.
(b) Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.
(c) We will organise to replace it with an equivalent product, or to provide a refund, provided that you contact us within 7 days from thedate you received the product:
(d) Send a photo of damaged product as you received it with time and date by email within 7 days

OTHER RETURNS

In addition, we may offer returns in the following circumstances:
(a) If the product is faulty in anyway once fitted to your fence ( this only applies if the correct installation process was followed as described on instruction leaflet and How to video online)
(b) In order to be eligible for a return under these circumstances, you must:
Immediately stop using the product email us with details and a photo of problem or fault and return to us in the original packing or suitable protective packaging ( we will provide a return paid label )
(c) Any claims for a return under this policy must be made within the following time from the date you received the product: 3 months

EXCEPTIONS

Notwithstanding the other provisions of this Policy, we may refuse to provide a replacement or refund for a product you purchased if:
(a) You misused the product in a way which caused the problem.
(b) You did not follow the correct installation process which then caused the fault or defect in the product, Climb Stop must be installed as per instruction leaflet supplied and How to video online.
(c) Any other exceptions apply under the Australian Consumer Law.

SHIPPING COSTS FOR RETURNS

(a) If you wish to return a product due to a change of mind or if it is deemed unsuitable, you are responsible for arranging and covering the cost of the return shipping. Please contact us via email to obtain the return address and further instructions                                                                                                   (b) If the product arrives damaged or is faulty, we will provide a prepaid return label. Please follow the provided return instructions to complete the process.

RESPONSE TIME

We aim to process any requests for replacements or refunds within 30 days of having received them.

HOW TO RETURN PRODUCTS

(a) You may contact us to discuss returns via email or phone.
(b) If return approved a return shipping address will be emailed to you.
(c) Please return in original packaging where possible or suitable protective packaging
(d) You are required to pay full shipping fees to return product to us (unless returning damaged or faulty product)
(e) We will pay any full or partial refunds back into your choosen bank account
(f) You must provide proof of purchase in order to be eligible for a refund or replacement.
(g) Once product is received and approved for refund you will be contacted via email or phone to obtain your bank account details for refund.

CONTACT US

If you wish to speak to us about this Policy or about any refund or replacements
you may contact us at:
Email: info@climbstop.com.au