At Edelrid Shop, we stand behind our gear with the same commitment to excellence that goes into crafting our climbing protection systems. We understand that getting the right fit and performance from your equipment is as crucial on the mountain as it is on our website. If your purchase doesn’t meet your expectations, our straightforward returns and exchanges process ensures you’re back to your adventures quickly.

Returns Policy Overview

We accept returns and exchanges for items in new, unused condition with original tags and packaging within 15 days of delivery. Your satisfaction is our priority, and we’ve designed this process to be as smooth as possible for our global community of adventurers.

Please Note: For safety reasons, we cannot accept returns or exchanges on certain products that may be compromised once used or removed from packaging. This includes:
  • Climbing hardware and protection devices (Alpine & Ice, Ascenders, Belay Devices & Descenders, Big Wall & Aid equipment)
  • Avalanche safety equipment (Avalanche & Snow Safety gear)
  • Baselayers and intimate apparel
  • Brushes and training equipment
  • Opened campsite kitchen items and food-related products
These restrictions are in place to ensure the absolute safety and integrity of critical adventure gear.

Return & Exchange Process

Step 1: Initiate Your Request

Contact our support team at [email protected] within 15 days of receiving your order. Include the following information in your email:

Return/Exchange Request Template:

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

Body:
Hello Edelrid Shop Team,

I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Product Name: [Product Name]
Reason for Return/Exchange: [Please provide details]
Preferred Solution: [Refund/Exchange for Specific Product]

I confirm that the item is in new, unused condition with all original tags and packaging.

Thank you,
[Your Full Name]

Step 2: Receive Authorization

Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions for returning your item. Please do not ship items without this authorization.

Step 3: Ship Your Return

Package the item securely in its original packaging, include the RMA number clearly on the package, and ship to:

Edelrid Shop Returns
89 Muscat Street
BARBALIN, AU 6479

Please note that return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

Step 4: Processing

Once we receive and inspect your returned item (typically within 5 business days of receipt), we will process your refund or exchange.

Refund Information

Refunds will be issued to the original payment method used for purchase:

Payment Method Processing Time
Credit/Debit Cards (Visa, MasterCard, JCB) 5-10 business days after processing
PayPal 3-5 business days after processing

Please note that shipping charges are non-refundable for returns that are not due to our error.

Exchanges

For exchanges, we will ship your replacement item once we receive and process your return. Standard shipping rates apply for the new shipment unless the exchange is due to our error.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected]. We will arrange for a replacement or refund and cover all associated shipping costs.

Need Assistance?
Our customer support team is here to help with any questions about returns or exchanges.
Email: [email protected]
Response Time: Within 2 business days

At Edelrid Shop, we’re committed to ensuring your complete satisfaction with our premium adventure gear. We approach customer service with the same precision and care we apply to designing equipment that protects climbers and adventurers worldwide.