You have the right to cancel your online order and notify us you are returning your parcel within 14 days of receipt, and then 14 days return it to us. In total, this is 28 days to return. If you have any issues with this timeline, please do contact us.

You can return any online orders at any Depot site. To return in-store, you must have an itemised proof of purchase. For example your online order confirmation or E-receipt, we will not accept a transaction on a bank statement. You can also return via post by sending the items back 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. This is provided that they are (in our opinion) complete with their original packaging and are unused. If they are not deemed to be in an appropriate condition, the customer will be required to pay return postage for the item to be returned to them.

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

Returned Items must be:

1. In their original condition & packaging with tags attached

2. Free of any defined odour (Washing detergent, food smells, cigarette/vape, perfume, deodorant etc.)

3. Free of any marks or stains (food stains, makeup, deodorant and fake tan)

4. Faulty items can be returned at any time. This does not affect your statutory rights. For more information please see below.

You can order from our website to collect directly from your local Depot site. If you want to collect from Big Manchester, just select this as a shipping option. As this is where we pack for the website, you dont have to pay any shipping costs, just watch out for the email saying it is ready to pick up. 

If you want to collect it from any other site, we will need to send it out to the wall. Please just put the address of your local wall when you check out. The team will then hold onto it for you until your next session, when you can come and collect it. 

Once you have had a notification from DPD to say it has arrived or that it's ready for pick-up from Shopify, just show one of our staff your order confirmation and they will be able to get it for you.

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, provided the order has not yet been dispatched. If the item has been dispatched, but not yet received, we can mark it returned to sender and upon 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 email shop@theclimbingdepot.com or fill out the contact form. Please do make sure that you include the order number.

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.