If you have just placed your order and realised there is a mistake, you can cancel your online order for a full refund straight away providing the order has not yet been despatched. If the item has been dispatched, but not yet received we can mark it returned to sender and upon the receipt of the goods from the carrier we will issue your refund. If you have received the goods please see the returns and cancellation policy above. 

To cancel your order please call shop@theclibingdepot.com or fill out the contact form. Please do make sure that you include the order number.

There are restrictions on the return of PPE and Safety goods if they are bought in-store. This is for safety and hygiene reasons, Facemasks, Helmets, Harnesses, Metalwork and woven products for climbing including slings, ropes, quickdraws, carabiners and trad climbing protection are unable to be returned once they have left the building.

We do not accept returns or give refunds on any Sale or Clearance Items purchased in-store. Credit or exchange will be given in this instance providing they meet the criteria for being new and with all the original packaging.

All items purchased online can be returned within 28 days of receipt for a refund provided that they are (in our opinion) complete with their packaging and in new condition. This is in accordance with the distance selling laws.

You have the right to cancel your online order within 28 days of receipt and return it to us unused. You can do this at any Depot site or by returning the parcel to us at the big Depot Manchester site. Please be aware the refund will only be processed upon us receiving the goods. For those sending products back, we do recommend using a tracked parcel service.

We aim to refund you within 10 days of receiving the returned item. We will refund the cost of the goods plus our standard postage fee when postage was paid in the original order.

When returning via post, please include either the original packing note or a note with the original order number so we can correctly and quickly identify your return and process it for you. If your carrier requires an email address please use shop@theclimbingdepot.com.

Please send this to: 

Depot Climbing Returns, Big Depot Manchester, Unit A5-A6 Southmoor Industrial Estate, Southmoor Road, MANCHESTER, M23 9XD

Faulty goods can be replaced at any time. However, the final decision on whether the item will be replaced rests with the manufacturer and it is worth noting that this can take a significant amount of time, especially if the item needs to be shipped overseas. Pop in the store to speak to a staff member or contact us first by emailing shop@theclimbingdepot.com. If contacting us by email please include photographs and proof of purchase and our shop team will get back to you as soon as possible. 

On all returned items the customer must ensure that the items are clean. We will not send dirty items back to the manufacturer. If we are unable to send it to the manufacturer you will be required to cover the cost of the item being returned to you.