Refund & Exchange Policy

 

At ThrillingRocks.com, we are committed to ensuring our customers love our rock climbing inspired merchandise. However, we understand that sometimes a product may not be what you expected. That’s why we offer a straightforward refund and exchange policy for our valued customers.

Returns

If you are not entirely satisfied with your purchase, you are welcome to return it within 30 days of the delivery date. All returns must be in the original, unused condition, with all tags and packaging intact. Please note that return shipping costs are the responsibility of the customer, except in cases where the item is defective or the wrong item was sent.

Exchanges

We are happy to offer exchanges for the same item in a different size or color, subject to availability. If you would like to exchange an item, please initiate the process within 30 days of delivery. We cover the shipping costs for the first exchange on any order; subsequent exchanges will require customers to cover shipping costs.

Defective or Incorrect Items

If you receive a defective item or an item that is not what you ordered, please contact us immediately. We will arrange for a return and process a full refund or exchange, and cover all associated shipping costs.

How to Initiate a Return or Exchange

  1. Contact our Customer Service team at service@thrillingrocks.com with your order number, the item(s) you wish to return or exchange, and the reason for the return or exchange.
  2. We will provide you with a return shipping label and instructions on how to send back your item(s).
  3. Once we receive and inspect your returned item(s), we will process your refund, exchange, or store credit as requested. Refunds will be credited to the original method of payment within 7-10 business days.

Exceptions

Please note that certain items may not be eligible for return or exchange, such as custom-made products or items sold as part of a clearance sale. These exceptions will be clearly noted on the product page.

Your Satisfaction is Our Priority

We aim to make the return and exchange process as smooth as possible. If you have any questions or concerns, please do not hesitate to contact us. Our team is here to ensure that your experience with ThrillingRocks.com is nothing short of excellent.

Thank you for choosing ThrillingRocks.com for your rock climbing gear and apparel. We look forward to continuing to support your climbing adventures!