Refund policy

 

RETURN & REFUND POLICY

Last updated: 28/02/2026

This policy applies to customers located within the European Union.

1. Right of Withdrawal (EU Customers)

In accordance with Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 days from the day you receive the goods, without giving any reason.

To exercise your right of withdrawal, you must notify us by email with a clear statement of your decision to withdraw:

Email: shop@arrampica.it

Business Name: arrampica!

Address: Piazza Repubblica, 22, 38074 Dro (TN)

VAT Number: 02822220220

You may use a simple written declaration stating that you wish to withdraw from the purchase.

2. Conditions for Return

To be eligible for a return, items must:

  • Be unused
  • Be in their original packaging
  • Include all labels, documentation and accessories
  • Show no signs of wear, damage, or use beyond what is necessary to inspect the product

We reserve the right to reduce or refuse a refund if the product has been used beyond what is necessary to determine its nature, characteristics, and functioning.

3. Climbing Safety Equipment (PPE)

Climbing safety equipment and Personal Protective Equipment (PPE) regulated under EU Regulation 2016/425 — including but not limited to harnesses, helmets, ropes, carabiners, belay devices, cams, and via ferrata sets — must be returned:

  • Unused
  • Not subjected to load
  • In original condition and packaging

For safety reasons, any equipment showing signs of use, loading, or compromise cannot be refunded.

4. Sealed and Hygiene-Sensitive Products

In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:

  • Sealed goods that have been opened after delivery
  • Chalk products once opened
  • Skin care products once opened
  • Such items cannot be returned once unsealed for hygiene and safety reasons.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless the item is defective or incorrect.

We recommend using a tracked shipping service. We are not responsible for items lost during return shipment.

6. Refunds

Refunds will be processed within 14 days of:

  • Receiving the returned goods, or
  • Receiving proof that the goods have been shipped back
  • Refunds will be issued using the original payment method.

If you selected a shipping option more expensive than our standard delivery option, only the standard shipping cost will be refunded.

7. Defective or Incorrect Items

If you receive a defective or incorrect product, please contact us within 48 hours of delivery and provide photographic evidence.

In accordance with Directive 2019/771/EU, consumers benefit from a 2-year legal guarantee of conformity for defective goods.