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The Climbing Frame Factory

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Returns & Exchanges

How do I return an item?

Are you not pleased with your product, or did you receive a wrong product? Please, follow these instructions if you would like to return an item. You will need the email address you gave with the order and order number.

  1. Please, use the return form, choose the item you would like to return and follow the instructions
  2. After we have received your completed returns form, we will contact you to confirm your return method
  3. Wrap the item carefully and attach a copy of the invoice
  4. After we have received the returned item, we will refund the amount paid

In the case of forwarding goods, we shall bear the costs of returning the goods as follows: After we receive your cancellation, the forwarding agency will pick up the goods from you by appointment and at our expense. In any other case, you bear the direct costs of returning the goods.

What should I do if an item is damaged?

Did your item arrive damaged? We are very sorry for that. We do pack every order carefully. Unfortunately we can not always prevent shipping damage. Please follow the instructions below so that we can find a suitable solution.

  1. Please, always unwrap the items to check for any possible transport damage
  2. In case of damage, please let the carrier note this on the consignment receipt and send us a picture of that
  3. Always accept the goods. (Please do not refuse or return)
  4. Use the return form and choose the item you would like to return and follow the instructions
  5. After we have received the form we will contact you, to find a suitable solution. If applicable, we will send you a replacement product quickly and free of charge


To cancel your order, it is not mandatory to complete a return form. However, by using the form we are able to carry out the return of the goods more quickly.