Expédition & retours

Returns & Exchanges

We understand that outdoor gear needs to fit perfectly and perform flawlessly. If your purchase doesn’t meet your expectations, our straightforward return policy ensures a hassle-free process.

Return Policy Overview

• Return Window: 15 days from receipt of delivery
• Return Conditions: Items must be unused, in original packaging with all tags and accessories
• Non-Returnable Items: See list below

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Climbing shoes (Chaussons escalade)
• Personal hygiene products from our Hygiène – Santé category
• Any items showing signs of wear or having been used in real conditions

Return Process

1. Contact Us: Email [email protected] within 15 days of receiving your order with:
   • Your order number
   • Product name
   • Reason for return
2. Receive Authorization: We’ll provide a return authorization number and instructions
3. Pack Carefully: Return the item in its original packaging with all accessories
4. Ship to:
   Air Plein Escalade Magasin – Retours
   19 Rue Hoche
   Rennes, FR 20032

Refund Process

• Inspection: Returns are inspected within 5 business days of receipt
• Approval Notification: You’ll receive an email once approved
• Refund Methods & Timing:
  • Credit/Debit Cards: 5-10 business days after approval
  • PayPal: 3-5 business days after approval
• Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error or a defective product

Exchanges

To exchange an item:

1. Follow the standard return process
2. Clearly state in your email that you want an exchange and specify the replacement item
3. We’ll ship the new item after receiving and inspecting your return
4. Price differences will be adjusted accordingly

Defective Products

If you receive a damaged or defective item:

• Contact us immediately at [email protected]
• Include photos of the issue
• We’ll arrange for a replacement or full refund, including shipping costs