At Petzl Shop, we stand behind the quality of every product we sell. We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we’re here to help with a straightforward returns and exchanges process.

Returns & Exchanges Timeframe

We accept returns and exchanges for most items within 15 days of the date you receive your order.

Please Note: For safety and hygiene reasons, we cannot accept returns or exchanges on the following items:
  • Bolts & Anchors (including any climbing protection that shows signs of use or wear)
  • Bouldering Mats that have been unrolled and used
  • Opened or used camp kitchen items
  • Any item that is not in its original condition, is damaged, or missing parts for reasons not due to our error

Return & Exchange Process

  1. Contact Us: Within 15 days of receiving your order, email us at [email protected] with your order number and details about the product you would like to return or exchange.
  2. Wait for Instructions: Our customer service team will respond within 1-2 business days with a return authorization number and instructions on where to send the item.
  3. Ship the Item: Package the item securely in its original packaging, include all tags and accessories, and ship it to the address provided. We recommend using a trackable shipping service.
  4. Processing: Once we receive and inspect the returned item, we will process your refund or exchange within 3-5 business days.

Refund Timing and Method

Refunds will be issued to the original payment method used at the time of purchase. Please allow:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days for the refund to appear on your statement, depending on your bank’s processing time.
  • PayPal: 3-5 business days for the refund to be processed back to your PayPal account.

Please note: Shipping costs are non-refundable. For exchanges, we will cover the cost of shipping the new item to you.

Return & Exchange Request Template

To expedite your request, please use the following template when emailing us:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:

Hello Petzl Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Product Name: [Product Name]

Reason for Return/Exchange: [Please provide details]

Preferred Solution: [Refund / Exchange for (specific product) / Store Credit]

I have read and understood the Returns & Exchanges policy.

Thank you,

[Your Full Name] [Your Phone Number]

Questions?

If you have any questions about our returns and exchanges process, please contact our friendly customer service team at [email protected].

We’re committed to ensuring your experience with Petzl Shop is as rewarding as your next adventure.

Petzl Shop – Equipping Your Passion