Returns and Exchanges

Our number one priority is to make you happy with the perfect item that fits your needs. Please find all necessary information on how to return or exchange an item below.

Online sales

In case of non-delivery

The ways of postal deliveries can be mysterious and unfortunately, sometimes shipped items do not arrive. That’s a bummer, both for you and for us. Please inform us as soon as possible, but in any case, within 30 days upon purchase if this happens. We will then first ask the shipping company to try to find the item and have it yet delivered. This might take some days, so we kindly ask you to be patient. In case finding and delivering the original shipment proves to be impossible, we will then reimburse you or ship the item again (provided it is still in stock), whatever you prefer.

Notifications of non-delivery later than 30 days after purchase can unfortunately not be refunded in any way.

In case of incorrect shipments or damaged/faulty goods

Oops, we made a mistake! Despite our best efforts, we remain human beings, so sometimes something goes wrong. Perhaps you received an incorrect order. Or perhaps you did receive what you were looking forward to, but the shipment turned out to be faulty or damaged. Naturally we want to make it right with you and offer you the possibility to return or exchange the item.

Within how many days do I have to contact you/return the item?

That depends on the item:

  • items with a limited shelf life (e.g. food) are eligible for a return or exchange within 14 days of original receipt of the item;
  • items marked as Final Sale, are eligible for a return or exchange within 14 days of original receipt of the item;
  • all other items are eligible for return or exchange within 30 days of original receipt of the item.

After 30 days, we can unfortunately no longer accept any returns or exchanges.

How do I return/exchange the item?

For damaged or incorrectly sent goods, please contact us and provide a photo of the items concerned first. We will then provide you with a free return shipping label.

Please print and add the Return & Exchange form and original packing slip to the box you send back, so we know which order to refund to whom :-) This packing slip was included in the box in which the item was shipped. In case you have an account with us, you can also find the packing slip on your account page. Alternatively, you can print the confirmation email you received and add that to the box. We are fine with any method you choose.

You can return the items together with the return form to the following address:

9c Climbing
Milaanstraat 115
6135LH Sittard
The Netherlands

Alternatively, you can return the item in person upon your visit to IVY climbing, the climbing gym in Sittard, the Netherlands. Whatever is more convenient for you!

Are there any costs involved?

No, in case of an incorrect shipment or damaged/faulty goods, returning the item is free. However, please make sure to contact our support team first, in order to be provided with a free return shipping label.

The initial shipping costs (for us sending the goods to you) will be refunded if the entire order is returned; if you decide to keep one or more items of the original order, these shipping costs will of course not be refunded. If, by returning an item, the value of the goodies you keep falls below the threshold for free shipping, we unfortunately have to deduct the shipping costs from the amount to be reimbursed.

Please note that any additional duties and taxes for non-EU delivery will not be refunded.

How will I be reimbursed?

We will reimburse you within 5 working days upon receipt of the returned item(s). This will be done through the payment method you selected upon purchasing the item.

Unfortunately, in case you choose to return online purchased items in person in IVY Climbing, we cannot pay you back in cash immediately. Instead we have to process the reimbursement online. You will be reimbursed within 5 working days.

What if I want to swap it for another item?

That is something we want to accommodate as much as possible. If you want to exchange the original item for a different product, please contact us and we will assist you.

However, please note that it is not possible to exchange online purchased items for items in our shopping corner at IVY climbing, the climbing gym in Sittard, the Netherlands.

In any other case

Unfortunately, sometimes dreams do not come true and your purchase turned out to be a disappointment. Or maybe you changed your mind. Or perhaps the size/fit/colour was wrong. It can all happen. All we care for is happy customers, so generally you will be able to return the item and be reimbursed or exchange the item for another that will make you happy.

Within how many days do I have to contact you/return the item?

That depends on the item:

  • items with a limited shelf life (e.g. food) cannot be returned or exchanged;
  • items marked as Final Sale, are eligible for a return or exchange within 14 days of original receipt of the item;
  • all other items are eligible for return or exchange within 30 days of original receipt of the item.

After 30 days, we can unfortunately no longer accept any returns or exchanges.

How do I return/exchange the item?

Simply return the product to us in its original condition (unused, unwashed, unaltered, free of pet hair, without chalk marks, you get the idea), with its original label and packaging included, within 30 days (within 14 days in case of Final Sale items) and you’ll be reimbursed, no questions asked.

Please print and add the Return & Exchange form and original packing slip to the box you send back, so we know which order to refund to whom 😊 This packing slip was included in the box in which the item was shipped. In case you have an account with us, you can also find the packing slip on your account page. Alternatively, you can print the confirmation email you received and add that to the box. We are fine with any method you choose.

You can return the items together with the return form to the following address:

9c Climbing
Milaanstraat 115
6135LH Sittard
The Netherlands

Alternatively, you can return the item in person upon your visit to IVY climbing, the climbing gym in Sittard, the Netherlands. Whatever is more convenient for you!

Are there any costs involved?

For general returns (excluding incorrect shipments or faulty/damaged goods), you will be responsible for the cost of shipping the items back to us. This way we try to encourage you to consider your purchase carefully, to minimize transport and therefore CO2 emissions. This helps us to save the planet, which in the end we all benefit from. Additionally, it helps to minimize the unnecessary return of safety products, which unfortunately can no longer be sold again upon return. Minimizing waste saves the planet as well.

The initial shipping costs (for us sending the goods to you) will be refunded if the entire order is returned; if you decide to keep one or more items of the original order, these shipping costs will of course not be refunded. If, by returning an item, the value of the goodies you keep falls below the threshold for free shipping, we unfortunately have to deduct the shipping costs from the amount to be reimbursed.

Please note that any additional duties and taxes for non-EU delivery will not be refunded.

How will I be reimbursed?

We will reimburse you within 5 working days upon receipt of the returned item(s). This will be done through the payment method you selected upon purchasing the item.

Unfortunately, in case you choose to return online purchased items in person in IVY Climbing, we cannot pay you back in cash immediately. Instead we have to process the reimbursement online. You will be reimbursed within 5 working days.

What if I want to swap it for another item?

That is something we want to accommodate as much as possible. If you want to exchange the original item for a different product, please contact us and we will assist you.

However, please note that it is not possible to exchange online purchased items for items in our shopping corner at IVY climbing, the climbing gym in Sittard, the Netherlands.

Shop sales

In case you bought something in our brick-and-mortar shop, the shopping corner at IVY climbing, return or exchange is possible within 30 days, no questions asked. We do want to see the original receipt though. However, we can imagine that this receipt was the first thing you threw in the bin upon arrival home with your new purchase. In that case, please provide proof of payment (a screen shot or print out of you bank statement). Will work a charm, we promise.

Unfortunately, items with a limited shelf life (e.g. food) and items marked as Final Sale cannot be returned or exchanged. Obviously, items bought with the IVY-membership discount do not count as sale items.

Reimbursement? You will receive that cash at the counter upon return of the item. Exchange is no problem either. In case of a price difference with the original item you either pay a bit extra, or we return the difference to you on the spot.

Questions?

We always love to help, so in case you still have questions after reading everything mentioned above, please don’t hesitate to contact us.

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