Last updated 23 August 2026.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), which applies in Victoria through the Australian Consumer Law and Fair Trading Act 2012 (Vic).
You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
A failure is major when, for example, the goods:
- are unsafe;
- are significantly different from the description or sample shown to you;
- would not have been bought by a reasonable person aware of the problem; or
- cannot easily or quickly be fixed.
Where the failure is minor, we may choose to repair the item, replace it, or refund you.
These rights apply to business customers too. Consumer guarantees under the ACL cover goods costing up to $100,000, whether they are bought for a home wall or for a commercial climbing gym. Nothing in this policy limits those rights.
Change of mind
We are not required by law to give a refund for change of mind, but we would rather you were happy with what you bought. We will accept a change-of-mind return where all of the following apply:
- you contact us within 14 days of receiving the goods;
- the holds are unused, unmounted and undrilled, in their original packaging and in resalable condition;
- you have proof of purchase (your order number or tax invoice).
For change-of-mind returns, return freight is at your cost and we recommend a tracked service. A restocking fee of up to 15% may apply to bulk or wholesale orders, confirmed in writing before you send anything back. Refunds are issued to the original payment method once the goods arrive and are inspected.
We cannot accept change-of-mind returns on holds that have been mounted, drilled, modified, resurfaced or used on a wall; on custom, made-to-order or specially indented items brought in from our overseas manufacturers on your behalf; or on clearance and sample items sold as seconds where the fault was disclosed at the time of sale.
Faulty, damaged or incorrect goods
Please inspect your order on arrival. If something is faulty, damaged in transit, or not what you ordered, contact us within 7 days of delivery at info@projectclimbing.com.au with your order number and photographs of the item and its packaging. We will arrange return freight at our cost, or ask you to dispose of the item if return is impractical, and we will repair, replace or refund the item in line with the Australian Consumer Law.
Manufacturing faults that appear later — cracking, delamination, or a hold failing under normal climbing use — are covered by the consumer guarantees for a reasonable period given the price and nature of the product. Tell us as soon as you notice a problem.
Safety
Climbing holds are safety-critical. Please do not return, resell or continue to use a hold you believe is defective. Take it off the wall, set it aside, and contact us. Holds that have been modified, over-torqued, drilled out, or fitted with incorrect bolts are not covered, as the failure is caused by the alteration rather than the product.
Wholesale and gym orders
Trade and wholesale orders are supplied on the same consumer guarantees. Because these orders are large, please check the shipment against the packing list within 7 days and tell us about shortages or transit damage in that window, so we can claim against the freight carrier.
Delivery
We ship throughout Australia and to New Zealand. Delivery timeframes and costs are shown at checkout. Risk in the goods passes to you on delivery.
How to start a return
Email info@projectclimbing.com.au with your order number or tax invoice, what you are returning and why, and photographs if the item is faulty or damaged. We will reply with a return address and instructions. Please don’t send anything back before you hear from us.
Project Climbing Pty Ltd ATF The Climbing Project Trust
Unit 16/49 McArthurs Rd, Altona North VIC 3025
info@projectclimbing.com.au