Refund policy

RETURN & REFUND POLICY
Last updated: September 8th, 2026

Thank you for shopping with Avila Climbing Co. We want you to be fully satisfied with your purchase. If something isn't right, here's how we'll make it right.

1. 30-DAY RETURN WINDOW

We accept returns within 30 days of delivery. Whether the product didn't meet your expectations, you changed your mind, or it arrived damaged or incorrect — you're covered (with a few exceptions for apparel and opened chalk, detailed below).

To be eligible for a return, items must be:
- In their original or lightly used condition
- Returned within 30 days of the delivery date
- Accompanied by your order number

2. HOW TO START A RETURN

To initiate a return, email us at Avilacoandco@gmail.com with:
- Your order number
- The reason for the return
- A photo of the item (only required for damaged, incorrect, or defective items)

We'll respond within 1–2 business days with next steps and a prepaid return label.

3. RETURN SHIPPING COSTS

Chalk returns are free. We provide a prepaid return shipping label at no cost to you for eligible chalk returns.

Apparel return shipping is covered by us only when the item is defective, damaged, or sent in error. See Section 7 for full apparel details.

4. REFUNDS

Once we receive and inspect your return, we'll issue a full refund to your original payment method within 5–7 business days. You'll receive an email confirmation when your refund is processed. Depending on your bank, it may take an additional 3–5 business days for the funds to appear in your account.

5. EXCHANGES

If you'd like to exchange an item for a different size or product, the fastest way is to return the original item for a refund and place a new order.

6. CHALK PRODUCTS

For hygiene and safety reasons, the following chalk items cannot be returned:
- Chalk products that have been opened or used. Due to the nature of climbing chalk, once the seal is broken or the packaging is opened, we cannot accept the item for return.
- Items that have been heavily used or show significant wear
- Items returned more than 30 days after delivery

Unopened chalk in its original sealed packaging is fully returnable within the 30-day window.

Damaged or defective chalk: If your chalk arrives with damaged packaging, a broken seal, or quality issues out of the box, this falls under our damaged item policy (Section 8) and is fully eligible for a refund or replacement.

7. APPAREL PRODUCTS

Our apparel is printed and shipped on demand by our production partner, which means every shirt is made specifically for your order. Because of this, we handle apparel returns differently than chalk:

ELIGIBLE FOR REFUND OR REPLACEMENT:
- Items that arrive damaged or defective
- Print errors or quality issues
- Wrong size or color received (different from what was ordered)

NOT ELIGIBLE FOR REFUND OR EXCHANGE:
- Buyer's remorse or change of mind
- Sizing issues that match the size chart on the product page
- Wear-and-tear or damage from use

For eligible apparel returns or replacements, email Avilacoandco@gmail.com within 7 days of receiving your order. Include your order number, photos of the issue, and a brief description. We'll review and respond within 48 hours. If approved, we'll send a replacement or issue a full refund at no cost to you.

Please review the size guide on each apparel product page before ordering. Each style fits differently, and we provide detailed measurements to help you choose the right size the first time.

8. DAMAGED OR INCORRECT ITEMS

If your item arrives damaged or you received the wrong product (chalk or apparel), please contact us within 30 days of delivery with a photo of the item. We'll send a replacement or issue a full refund — your choice — at no cost to you.

9. International orders (Australia and Canada)

Our apparel is printed for you after you order, so a returned item can't
go back on a shelf. That shapes what we're able to offer on orders
shipped outside the US.

If something's wrong with your order — a misprint, a flaw in the
garment, the wrong item or size sent, or damage in transit — email us at
support@avilaclimbingco.com within 7 days of delivery with your order
number and a photo. We'll reprint it or refund you in full, and you
won't need to ship anything back to us.

If it fits differently than you hoped, we're not able to accept returns
or exchanges for sizing or change of mind on orders outside the US.
Return postage from Australia or Canada typically costs more than the
garment itself, and we'd rather tell you that up front than take your
money for a return you'd regret. Every product page lists the actual
garment measurements in both inches and centimetres — please check them
before ordering. If you're between sizes or unsure, email us
first and we'll help you choose.

Cancellations: we can cancel an order any time before it goes to print,
usually within 24 hours of it being placed. After that it's already
being made.

10. POLICY UPDATES

This policy is subject to change at any time without prior notice. Any updates will be posted to this page and will apply to all orders placed after the "Last updated" date. We encourage you to review this policy periodically.

11. CONTACT US

Questions about our return policy? We're here to help.
- Email: Avilacoandco@gmail.com