FAQS

Our site should be easy to use and not take up too much of your climbing time, but sometimes you might find yourself wondering where it all went wrong, that’s why this page was set up to help…

Firstly – We are not happy when you are not happy – should you wish to tell us something then please email us at pitch@pitchclimbing.com

SHOPPING:
You can buy our products:
Online
At an event
Or if you visit one of our Dealers

SALE OF GOODS:
Pitch Climbing is subject to compliancy with: The Electronic Commerce (EC Directive) Regulations 2002, The Consumer Protection (Distance Selling) Regulations 2000, The Supply of Goods and Services Act 1982, The Consumer Protection Act 1987.

PRICING ONLINE & OUT IN THE FIELD:
All prices are shown in pound sterling and exclude UK VAT. All prices are subject to change without prior notice. All transactions will be completed in GBP. Shipping will be applied upon checkout, when applicable.

PAYMENT METHODS:
All payments are accepted via PayPal.
You can use your PayPal account or checkout as a PayPal Guest using your credit/ debit card.

SECURITY:
When you are ready to make payment you will be transferred to our online payment processor, PayPal. We cannot see, nor do we hold any card details.

ORDERING PROBLEMS:
Having trouble ordering through the website? No problem, just email us at orders@pitchclimbing.com and we will sort it out ASAP either by phone or email.

AMENDMENTS TO ORDERS:
Forgotten something? Needed more of that item? Any amendments to the original order need to be confirmed in writing by email, and we will be happy to add or take things away for you. If your order has already been shipped, please see here for what process to follow – Delivery

CONFIRMATION OF ORDER:
When an order or payment has been accepted you will receive confirmation by email. Contracts will be concluded in English language.

CANCELLATION OF ORDER:
In the first instance please email us to cancel your order at orders@pitchclimbing.com. Provided it has not yet been packaged and shipped out to you this is the easiest and fastest way to cancel your order. If however your order has already been shipped to you please follow our Returns Policy below.

RETURNS POLICY (unwanted items):
You have an unconditional right to cancel your order within 21 days of receipt of the goods provided it has not been used and is still in a saleable condition. Any items returned outside this time frame or returned not in a saleable condition are accepted at the discretion of Pitch Climbing.

Please email us for a Returns Form here orders@pitchclimbing.com. Please fill out and enclose with your returned item. You must return at your own cost all goods in the state in which they were received by you.

Please return items to the following address including a certificate of postage to:

PITCH (RET)
12 Bradwell Road
Peterborough
PE3 9PX

If an exchange is not wanted, a refund for the value of the product ordered (excluding postage) will be made to you within 5 days of the date of receipt of returned items.

EXCHANGE POLICY:
Items which have been returned after the 21 day cancellation period will be exchanged with an item of your choice for an item of lesser or equal value to the original ordered product. Any postage costs which applied to the original order will be applied again.

It is entirely up to the customer’s card issuing bank to decide how much time it takes to effect a credit. Our account is debited the very next day when the credit gets settled but it may take up to 5 working days for the funds to get credited to the cardholder’s account depending on the card issuing bank.

RETURNS POLICY (damaged or faulty items):
Firstly – We are sorry if you have received any damaged or faulty items from us and will do everything we can to fix it for you.

If you have received your order and it has been damaged in transit or has arrived faulty you may return it to us provided it has not been used.

Please email to orders@pitchclimbing.com within 14 working days of receipt of the goods to obtain the correct returns form. Please provide as much information as you can so that we can try to figure out what went wrong so that we can avoid it for future orders.

Please return items to the following address by recorded service including a certificate of postage (receipt) and accompanied by the original delivery note to:
PITCH (RETF)
12 Bradwell Road
Peterborough
PE3 9PX

If an exchange is not wanted, a refund will be made to you within 5 days of the date of receipt of returned items including any postage costs which you may have incurred (if receipt of postage is not enclosed, postage will not be refunded).

DELIVERY:
Shipping to the following regions:

Europe
Serbia/ Montenegro/ Slovenia/ Croatia/ Bosnia & Herzegovina
Russia
United States of America
Canada
Greenland
South Africa
Asia (Japan/ China/ Malaysia/ Nepal)
Australia
Orders are dispatched on the next working day (including Saturday) if ordered before 7pm.
Shipping cost is calculated by weight and your shipping destination.
Order Amendments:

Any amendments to your original order need to be confirmed in writing. If your order has already been prepared for shipping we may still be able to amend it so please tell us as quickly as possible.

If your order is unable to be amended/ has already been shipped – then you will be required to either:
Place a new order
Return the items sent to you at your own cost and place a new order.

Order Amendments through our error:
Please return the item/s shipped to you at your earliest convenience and we will send out the correct order back to you.
Method of Delivery:

UK orders are shipped by Royal Mail 1st Class/ Recorded/ Signed for, dependent on their value.

International orders are shipped by Royal Mail 1st Class/ Recorded/ Signed for, dependent on their value.

Failed Delivery:
If items are not collected from your local depot/ post office before they are returned to us this may incur an extra cost to you as we will then have to arrange re-delivery from us.

If your item has not arrived within 5 days for UK orders and within 15 days for International orders – please do tell us ASAP (orders@pitchclimbing.com) so we can find out where it is.
We strongly advise all customers to check purchases thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

GENERAL INFORMATION:
www.PITCHCLIMBING.com is a Pitch Climbing internet presentation. Our principal activity is the design and retail of outdoor clothing and equipment.

These terms and conditions constitute an agreement with you and Pitch Climbing. By using this website and making purchases from Pitch Climbing you agree to these terms and conditions. Pitch Climbing may change these terms at any time. Please review these terms often to ensure you are aware of any changes made by Pitch Climbing. If you do not agree to all the following terms you should not use this site. These terms and conditions shall be governed by the laws of England and you agree to submit to the exclusive jurisdiction of the courts of the United Kingdom.

If you have a concern about our terms and conditions, you can email us at pitch@pitchclimbing.com or write to our address: Pitch Climbing, 12 Bradwell Road, Peterborough, PE3 9PX, United Kingdom.

WEBSITE IMAGES AND COLOUR REPRODUCTION:
We make every effort to ensure that images displayed on our website are as accurate as possible but we cannot guarantee an exact colour match to the product as displayed on your screen.

Website content:
The information on our site is constantly updated and from time to time may contain errors. We aim to correct these as soon as we become aware of them. In situations where the provided information is crucial to your purchasing decision and the eventual use of a product we recommend you contact us for clarification and confirmation of details. We reserve the right to alter specifications and prices without notice.

In no event will Pitch Climbing be liable for any damages arising from use or loss of use, data, or profits, whether in action of contract, negligence or other tortious action, arising out of or in connection with the use, or inability to use this site. We make no warranty that this site or the server that makes it available is free of viruses or bugs.

SITE MEDIC +
Having trouble shopping, or just using our site generally? There could be a number of different reasons why you’re having trouble. The best way to sort it out so that you can continue on your way is to email us at pitch@pitchclimbing.com

Immediate action will be taken by us to rectify the problem. If you contacted us by post or email, we will reply by email. We promise to get back to you within 1 working day with a response to your query.

LIABILITY:
Climbing and other outdoor activities are dangerous. It is the individual’s own responsibility to fully accept all risks, damages, injury or death which may result from such activities. Evaluate your own ability and experience before you put your life or those with you in danger, and seek qualified instruction if necessary.

Pitch Climbing does not yet produce any item of clothing or equipment which is required to be tested to any UK or other safety or quality standards. Please check back regularly to see if this has changed and our current liability status with regard to future products. Pitch Climbing does not seek to limit or exclude liability for death or personal injury arising from their negligence.

Unauthorised copying and utilisation of contents and illustrations are strictly forbidden. Written permission for distribution must be obtained from Pitch Climbing. This also applies to recording in electronic databases and duplication on CD-ROM.

Pitch Climbing is not responsible for the contents of external webpages linked to www.PITCHCLIMBING.com

Website design and production by Pitch Climbing

PRIVACY:
This policy establishes how we handle the information we learn about you when you visit our site. Protecting the privacy and personal data of our visitors is of utmost importance to us.
Protecting your privacy and your personal data is an important aspect of the way we create, organise and implement our activities on-line and off-line.

DATA WE HOLD:
You can access and browse our site without disclosing your personal data. If you wish to make a purchase from our site we have to ask you for some personal information. This information is necessary so that we can complete your order, contact you with news and order/delivery queries.

This information includes your name, address, phone number, email address and payment details, but not card/ payment account details.

We collect the personal data that you may volunteer while using our services to help to provide a better experience for you when you interact with us. We do not collect or use personal data for any purpose other than that to which you have agreed to. We do not collect information about our visitors from other sources, such as public records or bodies, or private organisations.

CONFIDENTIALITY / SECURITY:
We have implemented security policies and rules to protect the personal data that we have under our control from: unauthorised access, improper use or disclosure, unauthorised modification, unlawful destruction or accidental loss.

We ensure that your personal data will not be disclosed to state institutions and authorities except if required by law or other regulation.

ACCESS TO THE PERSONAL DATA WE MAY HOLD ABOUT YOU:
If you are able to provide proof of identity you may ask us what personal data we may hold about you, please email us at pitch@pitchclimbing.com

If you cannot provide proof of identity we reserve the right to refuse such requests. At any time you may request for us to correct or delete your personal data that we hold.

PRIVACY COMPLIANCE:
Our privacy policy is compliant with the Data Protection Act (1989).

IN CLOSING:
These terms do not affect your statutory rights as a consumer.

Pitch Climbing

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