Refund policy

RETURN & REFUND POLICY

Last updated: April 30th, 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 for any reason. Whether the product didn't meet your expectations, you changed your mind, or it arrived damaged or incorrect — you're covered.

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 or incorrect items)

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

3. RETURN SHIPPING COSTS Returns are free.

We provide a prepaid return shipping label at no cost to you, regardless of the reason for return.

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. NON-RETURNABLE ITEMS

For hygiene and safety reasons, the following 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. Unopened chalk in its original sealed packaging is fully returnable within the 30-day window.
  • Items that have been heavily used or show significant wear
  • Items returned more than 30 days after delivery

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 7) and is fully eligible for a refund or replacement.

7. DAMAGED OR INCORRECT ITEMS

If your item arrives damaged or you received the wrong product, 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.

8. 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.

9. CONTACT US

Questions about our return policy? We're here to help.