Changed your mind

Returns & Exchanges

Thirty days to decide, with one important exception for life-safety equipment. Nothing here limits your rights under the Australian Consumer Law.

The short version

Send back any unused item in resaleable condition within 30 days of delivery for a refund or exchange. Life-safety equipment that has been used, loaded or taken out of its packaging cannot be returned, because we cannot verify what has happened to it.

What we can accept

  • Unused, unwashed items with all tags and packaging intact
  • Tried on indoors — a harness fitted over clothing in your living room is fine
  • Within 30 days of the delivery date

What we cannot accept

  • Any load-bearing item that has been used outdoors — harnesses, ropes, slings, protection and hardware. Once it has been climbed on we have no way to know its history, and we will not resell it to someone else
  • Items that have been washed, altered, repaired or re-proofed
  • Anything returned without a return authorisation
  • Gift cards and clearance items marked final sale

This is not us being difficult. A harness that has taken a factor-two fall looks identical to one that has never left the shop. The only responsible thing a retailer can do with returned life-safety gear of unknown history is destroy it — so we would rather help you get the size right the first time. Read the size guide or just ask us.

How to start a return

  1. Email [hello@summitau.store] with your order number and what you want to send back
  2. We reply with a return authorisation number and the return address
  3. Post it back, keeping your tracking number — the parcel is your responsibility until it reaches us
  4. We inspect it and process the outcome within [X] business days of arrival

Who pays the postage

Change-of-mind returns: you pay the return postage. Exchanges: you pay to send it back, we pay to send the replacement. Faulty or incorrectly supplied items: we pay both ways, and we will reimburse reasonable return postage on receipt.

Refunds

Refunds go back to the original payment method. Your bank usually takes a further [3–10] business days to show it. Original shipping is not refunded on change-of-mind returns.

Faulty goods and the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Normal wear from use is not a fault. See Warranty for the difference and how we assess it.

Last updated [date] · Questions? Contact us