Refund and Returns Policy - Rise Climbing Albury

Overview

At Rise Climbing, we aim to ensure all our customers are completely satisfied with their experience—both on and off the wall. Below you’ll find our policy for returns, refunds, and exchanges for retail purchases made at our facility or online.

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. You may choose either a full refund or an exchange for another product of equal value.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at admin@riseclimbing.com.au.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

If a product is found to be faulty due to a manufacturing defect, we’ll happily replace or refund it.

Assessment: Items will be assessed before approval. This may take up to 5 business days.

Warranty claims for branded products may be subject to the manufacturer’s process and timelines.

If you need to exchange it for the same item, send us an email at admin@riseclimbing.com.au and send your item to 3/39 Bennu Circuit, Thurgoona NSW 2640.

Gifts

Non-refundable and cannot be redeemed for cash.

Lost or stolen cards cannot be replaced—treat them like cash.

Climbing Passes, Classes & Memberships

Casual Passes / Day Entries: Non-refundable once used. If unused, we may refund or transfer within 14 days of purchase.

Classes & Events: Cancellations made more than 24 hours prior to the session can be refunded or credited. Late cancellations may not be eligible.

Memberships: Please refer to our Membership Terms & Conditions for full details. Requests for refunds due to injury, relocation, or special circumstances will be considered on a case-by-case basis.

Shipping returns

To return your product, you should mail your product to: 3/39 Bennu Circuit, Thurgoona NSW 2640.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.