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Return Request


 

Please note:
  • Returns generally take 10 business days to process after the package has been received.
  • During holidays, processing of returns/credits/exchanges may take up to 15 business days.
  • Returns and Shipping Policies

    All Klatra Climbers are included in our 30 day free trial offer. If you are not satisfied with your Klatra Climber, you can request a return and refund within 30 days of delivery.

    Klatra’s guarantee does not cover ordinary wear and tear or damage caused by improper use or accidents subject to the terms of our limited warranty. 

    Due to the size and weight of our Climbers, we do not offer a refund for any additional shipping or delivery charges that you may have paid to receive your Klatra Climber.

    For continental US returns, return labels will be emailed upon approval of return requests. The cost of return shipping will be will be deducted from the overall refund.

    If your Climber is returned in damaged condition, with missing parts, or otherwise has signs of abuse, Klatra reserves the right to refuse a refund or to charge an additional restocking fee, at Klatra's sole discretion.

    Exchanges

    We offer free returns within the U.S. for any problems that may come up when you first receive your item(s), such as an incorrect shipment or product defects (rare, but we’re not perfect). We DO NOT offer exchanges for Klatra Climbers that have been damaged due to improper use or modification.

    To exchange your climber or any other product, please send an email to support@klatra.com with your order number and the item(s) you need to exchange.

    INTERNATIONAL FEES / CUSTOMS CHARGES

    Free shipping only applies to domestic orders. International (outside the USA) customers must pay applicable shipping, duty and customs charges. We are unable to supply estimated duties and taxes as this information varies by country. These fees will be an additional amount that will be collected upon delivery of your order. Please note, by placing an online order, you agree to being responsible for all taxes, duties, and customs charges. If your order is refused, you will still be responsible for charges incurred in shipping. Please contact your local government for specific details regarding sales tax, duty, and customs charges.