Refund policy
RETURN & REFUND POLICY
Last updated: June 8, 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. 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.
10. CONTACT US
Questions about our return policy? We're here to help.
- Email: Avilacoandco@gmail.com