Refund policy

Last updated: 24 July 2026

This Returns and Refund Policy applies to products purchased from Liminal Climbing (Pty) Ltd through our online store or directly through Liminal Climbing.

Change-of-Mind Returns

Standard, non-customised products may be returned within 30 days from the date of delivery, provided that:

  • The return has been authorised by Liminal Climbing;
  • The product is unused;
  • The product is in a clean and resalable condition;
  • The product has not been installed, mounted, drilled, modified or damaged;
  • All original components, fittings, instructions and packaging are included; and
  • Proof of purchase is provided.

Customers must contact Liminal Climbing before returning any product.

Products returned without prior authorisation may be refused or returned to the customer.

For voluntary change-of-mind returns, the customer is responsible for the cost and risk of returning the product.

Original shipping charges are not refundable for voluntary change-of-mind returns, except where required by applicable law.

We recommend using a trackable and adequately insured courier service. Liminal Climbing is not responsible for returned products that are lost or damaged before reaching us.

Seven-Day Cooling-Off Period

Where the cooling-off provisions of the Electronic Communications and Transactions Act apply, a customer may cancel an eligible online purchase within seven days after receiving the goods.

The customer may be responsible for the direct cost of returning the goods, subject to applicable law.

This cooling-off right does not ordinarily apply to products that:

  • Were made to the customer's specifications;
  • Were specially manufactured for the customer;
  • Were clearly personalised;
  • Were engraved or branded;
  • Were modified at the customer's request; or
  • Cannot reasonably be returned because of their nature.

This exclusion does not affect a customer's rights where a customised product is defective, damaged, incorrectly manufactured or materially different from the approved specification.

Custom and Made-to-Order Products

Custom, personalised and made-to-order products cannot be returned or cancelled merely because the customer has changed their mind once manufacturing has started.

Custom products may include products manufactured according to a customer-selected:

  • Size or dimension;
  • Timber or material;
  • Colour or finish;
  • Layout or configuration;
  • Engraving or branding;
  • Mounting pattern; or
  • Other customised specification.

Customers are responsible for checking all measurements, designs, quantities, colours, finishes and approved specifications before production begins.

Custom products may still be returned where they are:

  • Defective;
  • Damaged during delivery;
  • Incorrectly supplied;
  • Incorrectly manufactured; or
  • Materially different from the approved order specification.

Defective Products

Products supplied by Liminal Climbing must be reasonably suitable for their intended purpose, of good quality, in good working order and free of defects, subject to proper installation, appropriate use and normal wear and tear.

Where you believe that a product is defective, please contact Liminal Climbing as soon as reasonably possible and provide:

  • Your order number;
  • Proof of purchase;
  • A clear description of the defect;
  • Photographs or video showing the problem;
  • Details of how the product was installed;
  • Details of how the product was used; and
  • Any other information reasonably required to assess the product.

Where applicable consumer legislation applies, defective products may be returned within the relevant statutory period for an appropriate remedy.

Depending on the circumstances and the customer's applicable statutory rights, the remedy may include:

  • Repair;
  • Replacement; or
  • Refund.

A manufacturing defect does not include damage caused by:

  • Incorrect installation or mounting;
  • Use of unsuitable mounting hardware;
  • Installation onto an unsuitable or structurally unsafe surface;
  • Failure to follow the supplied instructions;
  • Misuse, abuse or negligence;
  • Unauthorised modification or repair;
  • Exposure to unsuitable weather or environmental conditions;
  • Normal wear and tear;
  • Cosmetic variation inherent in natural timber, rock or other natural materials; or
  • Use beyond the product's stated purpose or limitations.

Nothing in this section limits a customer's rights under applicable South African law.

Incorrect, Damaged or Incomplete Orders

Please notify Liminal Climbing within 48 hours of delivery where:

  • You received the incorrect product;
  • The product was damaged during delivery;
  • The order is incomplete; or
  • Items are missing.

Please provide photographs of the product, external packaging, courier label and any visible damage.

The 48-hour notification period allows Liminal Climbing to submit a courier claim promptly. It does not remove any statutory rights available to the customer.

Where an item is confirmed to have been incorrectly supplied or damaged during delivery, Liminal Climbing will cover the reasonable cost of the approved return and arrange an appropriate remedy.

Return Procedure

Before returning any product, please contact:

Email: info@liminalclimbing.com
Telephone or WhatsApp: +27636841358

Please include:

  • Your name;
  • Your order number;
  • The product being returned;
  • The reason for the return;
  • Photographs or video, where relevant; and
  • Your preferred remedy.

Once the return has been approved, Liminal Climbing will provide the applicable return address and instructions.

Returned products must be securely packaged to prevent damage during transport.

Products damaged because of inadequate return packaging may not qualify for a full refund, except where this would conflict with applicable law.

Return Shipping Costs

The customer is responsible for return courier charges where the return is due to:

  • A change of mind;
  • Ordering the incorrect product;
  • Providing incorrect measurements or specifications; or
  • Another reason not caused by Liminal Climbing.

Liminal Climbing will cover reasonable return costs where a product is confirmed to be:

  • Defective;
  • Incorrectly supplied;
  • Damaged during delivery; or
  • Materially different from the approved order.

Liminal Climbing may arrange collection of the product or reimburse reasonable courier charges, depending on the circumstances.

Inspection of Returned Products

All returned products will be inspected once received.

Liminal Climbing may refuse or reduce a voluntary refund where the product:

  • Has been used;
  • Has been installed or mounted;
  • Has been damaged after delivery;
  • Is missing components or accessories;
  • Is not in a resalable condition; or
  • Has been returned outside the applicable return period.

This does not affect the customer's statutory rights in relation to defective or incorrectly supplied products.

Refunds

Once the returned product has been received and inspected, Liminal Climbing will notify the customer whether the refund has been approved.

Approved refunds will ordinarily be processed using the same payment method used for the original purchase, unless another method is agreed or required.

Please allow approximately five to ten business days for the refund to reflect after it has been processed. Actual processing times depend on the relevant bank or payment provider.

Shipping and return charges will be handled according to the reason for the return and the customer's rights under applicable law.

Exchanges

Where an exchange has been approved, the replacement product will be dispatched once the returned product has been received and inspected.

The customer may be required to pay:

  • Any difference in product price;
  • Return courier charges; and
  • Delivery charges for the replacement product,

where the exchange is voluntary and the original product was correctly supplied and not defective.

Order Cancellations

Standard orders may be cancelled before dispatch by contacting Liminal Climbing.

Where a custom or made-to-order product has entered production, cancellation may no longer be possible.

Where cancellation is accepted after production has started, Liminal Climbing may deduct reasonable costs already incurred, including:

  • Materials;
  • Design work;
  • Manufacturing work;
  • Engraving or customisation; and
  • Administrative costs,

to the extent permitted by law.

Orders that have already been dispatched must be handled through the applicable return procedure.

Natural Material Variations

Some Liminal Climbing products are made from natural materials, including timber and rock.

Natural variations in colour, grain, texture, markings, knots and surface appearance are characteristic of these materials and do not ordinarily constitute defects.

Product photographs are illustrative, and the appearance of the product received may differ slightly from the photographs because each item may be individually manufactured from natural materials.

Safety and Installation

Climbing products must be installed, inspected and used correctly.

Customers must follow all instructions supplied with the product and ensure that products are installed:

  • Using appropriate mounting hardware;
  • Onto a structurally suitable surface;
  • By a competent person; and
  • In accordance with the product's intended use.

Damage caused by incorrect installation, unsuitable mounting surfaces or inappropriate use may not qualify as a product defect.

Contact Details

For returns, exchanges, cancellations or refund enquiries, please contact:

Email: info@liminalclimbing.com
Telephone or WhatsApp: +27636841358

Applicable Law

This Returns and Refund Policy is governed by the laws of the Republic of South Africa.

Nothing in this policy is intended to exclude, restrict or waive any rights or remedies that cannot lawfully be excluded under the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable South African legislation.