returns

ALL SAFETY EQUIPMENT IS FINAL SALE

For safety reasons, all rope climbing gear is considered final sale. This means that no refunds or exchanges will be possible for these items. This category includes:

Harnesses
Carabiners and quickdraws
Belay devices
Ropes
Helmets
Any other safety equipment related to rope climbing

Skin care products and clearance items are also considered final sale.

We understand this may be inconvenient, but your safety is our top priority. Thank you for your understanding and cooperation. If you have any questions or concerns, feel free to contact us—we’re here to help.

IN-STORE RETURNS & EXCHANGES

Climbing shoes and apparel can be returned or exchanged in person within 14 days of the original purchase at the following Uplify* locations:
Allez Up, Joe Rockheads, Rock Oasis, Seven Bays, Up the Bloc.

Items must be returned in new condition, in their original packaging, with all tags intact and attached. If necessary, an inspection will be carried out by a supervisor to confirm the item is in new condition.

*Please note that Boulder House gyms in Victoria are not currently able to accept returns.

ONLINE ORDER RETURNS BY MAIL

If you want to return an item you ordered or change your mind, it is possible (except for safety equipment and final sale items). Here’s how it works:
Contact us first at retail@allezup.com to initiate the return. If your request is approved, we will provide a return authorization. Pack the item in its original packaging with all tags intact, then send it back using the provided label. Once we receive and inspect the returned item, we will process your refund or send a replacement.

Returns by mail are possible, but please note that shipping costs are your responsibility, unless the return is due to an order error or a defective item. In those cases, the costs will be covered by us.

CAN I CANCEL MY ORDER?

If you wish to cancel your order, contact us as soon as possible by emailing retail@allezup.com with “ORDER CANCELLATION” in the subject line. We will do our best to process your request. However, if the package has already been shipped, we can accept the return and issue a refund. Please note that return shipping costs will be your responsibility. Refunds will only be processed once the returned package has been received.

NOT SURE ABOUT YOUR SIZE? WHAT’S A GOOD WAY TO FIND THE RIGHT FIT?

We have official sizing guides from each brand online. It’s a good starting point to get an idea of your size. However, every brand has its own fit, and everyone’s body is different. We recommend trying the gear in person before purchasing, especially for safety equipment which is non-refundable. Visit one of our stores where the gear is available to ensure a perfect fit.

I THINK MY ITEM IS DEFECTIVE. IS IT UNDER WARRANTY?

If you have an issue with a defective item, contact us at retail@allezup.com and provide as many details as possible about the defect, including photos of the item and the product tags (for example, shoes or harnesses).

Be sure to include your order or invoice number in the email. Our team will handle each request on a case-by-case basis with the manufacturer to confirm the defect and the return/exchange request. It is important to note that warranties are handled by the manufacturers, and some may require customers to submit warranty requests directly to them. If that is the case, don’t worry—we will support you through the process.

If a return is approved under warranty for a defective item, we will provide a prepaid Canada Post shipping label. You will then need to properly pack the product and drop it off at a Canada Post location.

An item accepted by the manufacturer as being under warranty will either be refunded or exchanged, depending on manufacturer guidelines and product availability.

Please note that a defect does not include:

Misuse or abuse of the item
Damage not caused by manufacturing defects
Normal wear and tear
Deliberate damage caused by the customer
Damage caused by modification of the product by the customer

We’re here to help and make sure you’re fully satisfied with your purchase. Feel free to contact us if you have any questions or concerns.

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