Returns

Online Returns Policy

If you’re not happy with your order, we’ll do whatever we can to make it better!

We offer a ‘no quibble’ returns policy. All items can be returned for an exchange or a full refund. If you intend to return any items, print out the Returns Form and send it back with your order.

Important

All returns and exchanges must be received in new condition, without sign of wear. Please ensure that you package up returns so that they don’t get damaged in transit.

We’ll return all monies by the same method of payment originally used. We’ll credit the card we have on file for you. This may take up to 10 working days to appear as cleared funds.

Please note we suggest using Recorded/Special delivery at your local Post Office to send the goods back to us, especially if the item is high in value.

We can’t accept liability for returned products that get lost during transit.

Please allow 2-5 working days for your refund/exchange to be processed.

Unfortunately we are unable to reimburse any postage costs on items being returned to us.

To return an item an item

To return an unsuitable or faulty item you have two options, postal or drop off, which must be made within 28 days of purchase:

Postal:
Print out and fill in the Returns Form and send with your order to Stonesmith Holds (Returns), The Climbing Academy, Portman St, Glasgow, G41 1EJ.
Please ensure that you obtain a certificate of postage as your insurance against loss or damage.

In the case of a refund your credit / debit card will be credited accordingly.

We’ll send an email as confirmation when we have completed the procedure.

Drop Off:
If you live close by you can return your online order in person to Stonesmith Holds at The Glasgow Climbing Academy (Portman St, Kinning Park, G41 1EJ), but we’ll still need a completed online Returns Form.

Please note that the refund will be processed online, not at the centre.

Christmas Returns

It can be hard to get things right so we are giving 28 days from Christmas day to return your gifts on all orders made during November and December.

Our returns policy will revert to the standard 28-day period for items purchased after December 31st.

Update on our move…

Stonesmith Holds are now out of our original premises and finalising the details of the new location. As a result of this we have temporarily stopped creating holds to order and have had to halt delivery on holds. If you would like to discuss a future order then please email hello@stonesmithholds.com. Apologies for any inconvenience caused and we hope to be back to normal as soon as we possibly can.

The Stonesmith Team