Refund Policy and Cancellation
Our refund policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately, we cannot 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 (unless the product is faulty).
Order Cancellation Policy
Once you have placed your order, you have 2 hours to cancel from the time of placement. This is because our order fulfilment service only gives us 2 hours to cancel the order and we undertake to process your orders as quickly as possible to facilitate fast delivery.
After this time, you can assume that we have incurred fees to fulfill your order (even if you have not received tracking information by the time you lodge your cancellation request). With large items such as the climbing dome, these costs can be as much as $65 which we will need to pass on to you.
Please contact us immediately if you do change your mind. If you do not get an answer on the phone, please leave a message explaining your request. We undertake to do everything we can to prevent your order shipping if you make the request in time.
Using any other method than that described above will not guarantee the cancellation of your order within the 2 hour period and may result in your order being processed and shipping.
After the 2 hour window, we cannot stop the order from being shipped and you will need to go through our return process. Please see further information on this page.
Once we can confirm the cancellation of your order, you will be issued a full refund (less any fees incurred by us if applicable – if you cancel soon enough there will be no fees.) Depending on your bank/credit card provider, this may take 5 or more business days to show on your statement.
Additional non-returnable items:
Any clothing items as these are printed to order.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 60 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
You will also receive a system-generated email showing your refund. Please check your spam/junk folder if you do not receive this email once we have confirmed your refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will issue you with further instructions on how to proceed.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping and Shipping Costs
To return your product, please contact us at firstname.lastname@example.org for instructions on how to proceed.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.