At Alpine Trek Sale Store, we understand that the right gear is as crucial as the right beta. Just as we meticulously curate our selection of Scarpa and La Sportiva shoes, chalk bags, and bouldering brushes, we stand behind the performance and quality of every item we ship from our Bath HQ. However, we know that sometimes a product might not be the perfect fit for your vertical journey—whether it’s a sizing issue with lace-up shoes or a preference for hook-and-loop closure.

Our returns policy is designed with the same transparency and trust that defines our community: straightforward, secure, and focused on getting you back to what matters—your next climb.

Our Returns & Exchange Policy at a Glance

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, in original packaging, with all tags attached.
  • Process: Initiate a return via email, ship the item back, and receive your refund or exchange once inspected.
  • Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty.
Important Note on Non-Returnable Items: For hygiene and safety reasons, climbing chalk and chalk bags that have been opened or used cannot be returned. Like chalk that has left the bag, these items are considered personal once used and cannot be resold. All other products, including shoes (hook-and-loop, lace-up, slip-on), brushes, and unused accessories, are eligible for return within the policy period.

The Step-by-Step Return & Exchange Process

1 Initiate Your Request
Within 15 days of delivery, email our team at [email protected] with your return or exchange request. Please use the template below to ensure we have all necessary information.
2 Await Authorization & Instructions
Our climber-focused support team will respond within 48 hours (excluding weekends) with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back to our Bath facility.
3 Package & Ship Your Return
Securely package the item in its original box and packaging. Include the RMA number clearly on the outside of the package. Ship to the address provided in your instructions. We recommend using a tracked service (like DHL, FedEx, or EMS) for your protection.
4 Inspection & Processing
Once received, our team will inspect the item to ensure it meets our return conditions. This process typically takes 3-5 business days.
5 Refund or Exchange Completion
For Refunds: Upon approval, your refund will be processed immediately. See the “Refund Timeline” section below for details.
For Exchanges: We will ship the replacement item (subject to availability) via your chosen shipping method. If the desired item is out of stock, we will issue a refund or discuss alternatives.

Return Request Email Template

To streamline the process, please copy and paste the template below into your email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Alpine Trek Sale Store Team, I would like to request a [return/exchange] for my recent order. Order Number: [Please insert] Order Date: [Please insert] Product(s) for Return/Exchange: [e.g., La Sportiva Miura Lace-Up Shoes, Size 42] Reason for Return/Exchange: [e.g., Incorrect sizing / Product defect / Change of mind] Please advise on the next steps and provide the return address and RMA number. Best regards, [Your Full Name] [Your Shipping Address] [Your Email Address] [Your Phone Number (optional, but helpful)]

Refund Timeline & Method

We process refunds with the same efficiency we apply to shipping your gear worldwide.

  • Processing Time: Once your return is approved, we initiate the refund within 24 hours.
  • Bank/Card Provider Timeline: The time for the refund to appear in your account depends on your financial institution:
    • PayPal: 1-3 business days.
    • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days.
  • Method: All refunds are issued to the original payment method used for the purchase. We cannot refund to a different card or account.
  • Currency: As all transactions are processed in British Pounds (£), the refunded amount will be in GBP. Any currency conversion differences are handled by your card provider or PayPal, based on their rates.
Please Note: Original shipping fees (Standard or Free Shipping) are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you. Any import duties or taxes incurred on the original shipment are the customer’s responsibility and are non-refundable.

Faulty or Incorrect Items

In the rare event you receive a defective item or an incorrect product, please contact us immediately. We will cover all return shipping costs and expedite a replacement or full refund, including original shipping fees. Your trust is our foundation, and we’ll resolve this with the urgency of fixing a crucial piece of protection.

Need Help? Contact Our Team

Our small, dedicated team in Bath is here to assist you with any aspect of your return or exchange.

Email: [email protected]

Postal Address for Returns (by authorization only):
Alpine Trek Sale Store
Returns Department (RMA: [Number])
37 James St W
Bath, GB BA1S 3NH
United Kingdom

We aim to respond to all inquiries within one business day.

Alpine Trek Sale Store – Your partner in vertical progression. Based in Bath, UK. Shipping performance worldwide.