SHIPPING
We aim to dispatch orders within 14 days. Should we be unable to achieve this, we will inform you by email within 5 days of order. We use standard carriers for our deliveries. If you have any special requirements please include those in the notes for carrier during your check out process.
Costs for shipping are based on weight and will change depending on the total weight of your final order. The total shipping cost will be shown once you reach the checkout, prior to committing to the order and making your payment.
SHIPMENTS NOT RECEIVED / RECEIVED DAMAGED
In the unlikely event that you do not receive your shipment, or if your shipment arrives damaged in any way, please contact Sad Alien Climbing immediately with your order number, pictures of the damaged product and / or packages, and any other relevant details. We will investigate and deal with the issue as soon as we can.You can contact us by email brian@sadalienclimbing.com or use our contact us form.
RETURNS
Bought something but it didn’t fit where you wanted to mount it, wasn’t what you expected or simply changed your mind?
Don’t worry! Send it back for any reason, within 30 days of receiving, and we'll exchange or refund your order (excluding shipping costs). Please make sure that you enclose a returns note with the return giving your contact details and order number (which you can find on your order confirmation email).
We do need to give you some more detailed information regarding returning items as follows:
It’s really good if you can email us to advise that you are returning an item so that we can email you a returns note and we will also know to expect it. Our email address is brian@sadalienclimbing.com.
To return or exchange an item, you must send the product back to us to arrive within 30 calendar days of the date it was received by you. All returned items must be in a suitable condition for them to be resold as new. The product must show no signs of use, and if you do not have the original packing you need to use appropriate additional packaging to ensure the item is not damaged during return transport. If the product is not returned in a suitable condition, we reserve the right to refuse the return.
You are responsible for arranging and paying for the shipping cost of all returns and exchanges unless restricted by mandatory consumer law (e.g. if you have received an incorrect product not as you ordered).
If the return is accepted, we will refund the cost of the original purchase, less the shipping cost, to you within 14 calendar days of the date we receive it back. The refund needs to take place to the original payment card used for the purchase. As we don’t retain these details, we will need to contact you to arrange the refund so please make sure you give us some up to date contact details when you return the item.
WARRANTY POLICY
All Sad Alien Climbing Products come with a 12 month warranty. In the unlikely event that you have a problem with the products we have supplied within 12 months of the delivery date, there are two simple steps to returning your products under warranty with Sad Alien Climbing:
Before making any return contact us with the following information:
- Order or invoice number
- Your contact details – email and phone number are ideal
- A couple of digital images in which you can see the damage or fault
- A short description of the fault or problem
We’ll then get in touch with you and discuss the next steps including arrangements for the replacement and return of the faulty item.