Online Returns Policy
If you’re not completely satisfied with your order, we will do our best to resolve any issues.
Please note that any returns for purchases made online will be processed and fulfilled by TCA Online Shop, not in store.
If a refund is to be issued, we will return all funds via the same method of payment originally used. This may take up to 10 working days to appear as cleared funds. If the original payment was via PayPal, we will credit the PayPal account with which the order was placed.
We strongly suggest using recorded delivery at your local Post Office to send any return/exchanges; TCA Online Shop cannot accept liability for returned products that get lost during transit.
Please allow 3-5 working days for your refund/exchange to be processed.
Returns and Exchanges
Please note that refunds will not be issued in-store.
If you wish to exchange part of your order or return it in full, please fill in a returns form and drop off your item/s at your local wall. Our expert staff will be more than willing to help you select the correct product in-store if need be. A refund for your original item/s will be issued within 3-5 working days.
If you wish to send your order back via post, please fill in a copy of our returns form and send the item/s back to the following address;
FAO Online Returns
The Climbing Academy
124 Portman Street
Incorrectly Ordered Items
If you have ordered the wrong item you can return it to TCA Climbing Shop along with a completed returns form. For all purchases made online you have 14 days from the date of delivery to cancel your order and a further 14 days to return the item to us.
Please note, for the safety of our customers, we are unable to accept returns of any Personal Protective Equipment1.
All returns and exchanges (with the exception of faulty goods) must be received in new condition, without signs of wear and in their original packaging.
Please do not tape or deface the product packaging; if the product packaging is damaged or not included in your return we will be unable to process a full refund.
Incorrectly Sent Items
If we have sent you an incorrect item, please return it to us using a returns form.
We will refund any postal charges that you incur sending incorrect items back to us, and will refund or replace the goods.
If your package appears damaged upon delivery, you should not sign for the item and it will be returned to us via the courier.
If you have signed for your delivery and later realise that it has been damaged you should return the item with a completed returns form. Please indicate clearly the damage and ensure the item is securely packaged.
TCA Shop will endeavour to replace the item like-for-like or alternatively refund the costs of the damaged goods as well as the original postage costs.
TCA Climbing Shop check all products for visible faults prior to mailing however if you have concerns that any item(s) we have supplied may be faulty please return the item(s) to us for assessment.
Any item(s) returned for assessment should be clean, dry and accompanied by a completed returns form. Full details of the fault should be listed on the returns form.
If after assessment the item(s) is found to be faulty TCA Climbing Shop will endeavour to repair or replace the goods. If a this cannot be achieved and a suitable alternative cannot be provided in agreement with the customer then a full refund will be given.
If after assessment the item(s) is not found to be faulty then the item(s) will be returned to you. TCA Climbing Shop reserve the right to charge you for postage costs incurred in dealing with goods that are found not to be faulty.
1Personal Protective Equipment includes all items in the following TCA Shop website categories: harnesses, protection, quickdraws, carabiners, ropes, belay devices and climbing helmets.