Refund policy

Refund policy

We have a 30-day return policy. This means you have 30 days after receiving your item to request a return and/or refund.

To be eligible for a return, your item must be in the same condition that you received it: unused, with tags where applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please submit your request through your customer account:
https://account.maxclimbing.com

You can also contact us for return questions at Pieterjan@maxclimbing.com.

If your return is accepted, the item must be sent back to us within 14 days after your return request has been approved. Items sent back to us without first requesting a return will not be accepted.

Return shipping costs are the responsibility of the customer, unless the item is defective, damaged, or incorrect.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, including:

  • custom or personalized products
  • products made to your specifications
  • gift cards
  • used or damaged products that are no longer in their original condition
  • sealed hygiene-sensitive products if the seal has been broken

Sale items can only be returned if this is legally required or if they are defective, damaged, or incorrect.

Please contact us if you have questions about a specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return.

If approved, you’ll be refunded on your original payment method within 14 days after we receive your return request. We may wait with the refund until we have received the returned item or until you provide proof that you have sent it back.

For accepted returns under the right of withdrawal, we will refund the product price and the standard outbound shipping cost. Extra shipping costs, such as express shipping or premium delivery options, are not refunded.

Please remember it can take some time for your bank or credit card company to process and post the refund.