Refund policy
RETURN & REFUND POLICY
CrushClub Climbing — YRM B.V. Last updated: 26 August 2026
This Refund Policy forms part of our Terms of Service and applies to all orders placed through crushclubclimbing.com. Terms written with a capital letter and not defined here have the meaning given to them in our Terms of Service.
We build our training tools and games by hand from reclaimed wood in Breda, the Netherlands. Every piece is unique, and we want you to be happy with it. If something isn't right, the sections below explain exactly what to do.
SECTION 1 — YOUR RIGHT OF WITHDRAWAL (14 DAYS)
If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods. Where an order is delivered in several shipments, the period runs from the day you receive the last item.
To exercise this right, you must inform us of your decision by an unambiguous statement before the period expires. Email us at crushclubnl@gmail.com with your order number and the items concerned. You may use the model withdrawal form set out in Section 10, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient that you send your communication before the 14-day period has expired.
After notifying us, you must send the goods back without undue delay and in any event within 14 days of the day on which you communicated your withdrawal.
SECTION 2 — CONDITION OF RETURNED GOODS
To be accepted, returned items must be:
- unused, unmounted and undamaged;
- complete, including all fixings, hardware, inserts and accessories supplied;
- returned in their original packaging where reasonably possible.
You may handle and inspect the goods as you would in a physical shop — check the finish, the shape, the grip texture. You may not mount, drill, resin, chalk or otherwise put the product into service. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, and we may deduct that amount from your refund.
Please note that our products are made from reclaimed wood. Natural variations in grain, colour, knots and tone are inherent to the material and are not defects.
SECTION 3 — RETURN SHIPPING COSTS
Unless the item is faulty, incorrect or damaged in transit (see Section 6), you bear the direct cost of returning the goods. We recommend using a tracked service: the return remains your responsibility until it reaches us, and we cannot refund items we never receive.
Return address:
CrushClub Climbing — YRM B.V. Nieuwe Bredase Baan, 4825 BP Breda, The Netherlands
Please contact us before shipping anything back so we can confirm the return and, where relevant, the exact address and reference to write on the parcel.
SECTION 4 — REFUNDS
We will reimburse all payments received from you, including the cost of standard delivery, without undue delay and in any event within 14 days of the day on which we are informed of your decision to withdraw. Where you chose a delivery method more expensive than our cheapest standard option, we reimburse the standard rate only.
We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them, whichever is earliest.
Refunds are issued using the same means of payment you used for the initial transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement. Depending on your bank or card issuer, it may take a further 5 to 10 business days for the funds to appear on your statement.
SECTION 5 — EXCHANGES
The fastest way to exchange an item — for example a different apparel size — is to withdraw from the original purchase under Section 1 and place a new order. Contact us first and we will do our best to reserve the item you want while the return is in transit.
SECTION 6 — DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Inspect your order on arrival. If an item arrives damaged, defective, or if you received the wrong product, contact us at crushclubnl@gmail.com within a reasonable period of discovering the issue, with your order number and photographs of the item and its packaging.
In these cases we cover the return shipping and will, at your choice and where proportionate, repair the item, send a replacement, or refund you in full.
This is in addition to your statutory rights. Under EU law you benefit from a legal guarantee of conformity of two years from delivery. Nothing in this policy limits or excludes those rights.
The guarantee does not cover normal wear, damage caused by improper mounting, use outside the product's intended purpose, exposure to moisture or extreme conditions, modification of the product, or damage caused by accident or neglect.
Safety notice: our training tools are climbing equipment. Always follow the mounting instructions supplied and verify that your support structure and fixings are adequate. If you have any doubt about the integrity of a product, stop using it and contact us before continuing.
SECTION 7 — MADE-TO-ORDER AND PERSONALISED ITEMS
Some products in our catalogue are marked made to order and are produced for you after your order is confirmed. These items remain covered by the right of withdrawal described in Section 1.
However, in accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to goods made to your own specifications or clearly personalised — for example custom dimensions, bespoke wood selection, or engraving of a name, logo or artwork at your request. This exclusion will be stated to you in writing before the order is confirmed. Your statutory rights in the event of a defect (Section 6) apply in full to these items as well.
SECTION 8 — ITEMS THAT CANNOT BE RETURNED
- Gift cards.
- Goods made to your specifications or clearly personalised (Section 7).
- Items returned outside the periods set out in this policy, or in a condition that does not meet Section 2.
Discounted and sale items are returnable on the same terms as full-price items.
SECTION 9 — ORDERS OUTSIDE THE EUROPEAN UNION AND B2B ORDERS
Outside the EU. We accept returns from customers outside the European Union on the terms set out above. You are responsible for return shipping costs and for any customs duties, import taxes or handling fees. Please mark return parcels clearly as "returned goods" — parcels refused or held at customs at our expense cannot be refunded. Duties and import charges paid on the original delivery are not refundable by us; you may be able to reclaim them from your local customs authority.
Wholesale and B2B orders. The right of withdrawal set out in Section 1 is a consumer right and does not apply to purchases made by businesses, resellers or distributors. Returns, credits and warranty claims on wholesale orders are handled under the terms agreed with your account manager. Contact us directly to open a claim.
SECTION 10 — MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to withdraw from the contract.
To: CrushClub Climbing — YRM B.V., Nieuwe Bredase Baan, 4825 BP Breda, The Netherlands — crushclubnl@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on: ______________________ Order number: ______________________ Name of consumer(s): ______________________ Address of consumer(s): ______________________ Signature of consumer(s) (only if this form is notified on paper): ______________________ Date: ______________________
SECTION 11 — CONTACT
Questions about this Refund Policy, or about a return in progress, should be sent to:
CrushClub Climbing — YRM B.V. Nieuwe Bredase Baan, 4825 BP Breda, The Netherlands crushclubnl@gmail.com
We aim to answer every message within two business days.
SECTION 12 — CHANGES TO THIS POLICY
We reserve the right to update this Refund Policy at any time. The version in force at the moment you place your order is the version that applies to that order. The most current version is always available on this page.