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 last 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, additionally, a 25% handling and restocking fee will be deducted from your refund
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 for your situation.
If purchasing for pool fence compliance we recommend you, please check with your local pool inspector that Climb Stop is suitable for your situation before making a purchase.
If purchasing for dog safety/dog jumping your fence, we advise that Climb Stop is designed to help deter dogs from jumping fences and has been effective in many cases. However, it does not guarantee to stop every dog. Its effectiveness can vary depending on your dog’s size, determination, and jumping ability, as well as the height of your fence and the spacing of horizontal rails or pawholds. Please assess your dog’s behavior and your fence structure to determine if Climb Stop is suitable for your situation before purchasing.
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 the date you received the product.
(d) Send a photo of damaged product as you received it with time and date by email within 7 days
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 the unused 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, 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.
(e) We will pay any full or partial refunds back into your chosen 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