Warranty, Refunds and Returns

GUARANTEE

All Setter Closet holds are designed to give setters and climbers the best experience possible. We expect you will enjoy our professional quality and shapes. If for some reason you do not, please contact us and we will make it right.

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DISCLAIMER

You are responsible for learning how to properly affix and use our products. Please read our TERMS AND CONDITIONS and seek professional advice or assistance to make sure you are using your climbing apparatus and accessories correctly. 

We endeavor to include a proper attachment method to all holds that are purchased with hardware included, but unusual walls or deep t-nuts can require longer-than-normal bolts and also mistakes can happen in packaging and occasionally the wrong length bolt/screws will be sent. You are responsible for understanding what a correct attachment is and if we have sent you the wrong thing by accident we are very sorry and will replace it with the correct size but we are not responsible for you incorrectly attaching your hold even if it's with hardware we provided. Seek professional help to make sure your attachment points are correct!

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WARRANTY

NORTH AMERICAN CUSTOMERS

US Production: All Kilter, Haptic, F-Bloc, Union, Element Earth and Urban Plastix produced at Aragon in the US come with a 5 year manufacturer warranty. If something shows up wrong or breaks let us know so we can find a solution!

Bulgarian Production: Any Composite-X grip issues will be addressed on a case-by-case basis. This includes color matching so please ask all the questions you have before you choose your colors. They do not provide a manufacturers warranty but we stand behind our product and will work with them and you to correct any issues. 

INTERNATIONAL CUSTOMERS

International shipping often complicates warranty issues. We will work with your Distributor and our manufacturers to find a solution for warranty issues for holds being used outside North America. Click here for International Distributors List

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GIFT CARDS

Gift cards expire after 5 years. If you have an expired Setter Closet gift card that has not been redeemed, please contact us and we will sort something out for you.

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RETURNS & REFUNDS

For fulfillment errors/mistakes, we'll cover it and/or work with you to find a mutually ameanable solution.

If you've changed your mind or don't like something, even if it's what you ordered, we will work with you to find a solution, though there may be additional fees for shipping, price differences, and restocking. Refund and restocking fees are 20% of the original invoice total.

Returns/Exchanges/Resales: Returns, exchanges and assisted resales may incur addtional ship charges, cost or credit for any price differences, and restocking fees. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

Hardware: Hardware sales are final. If we have made a mistake and shipped the wrong thing or something is missing we will work with you to amend the situation and make sure you receive your complete, correct order at no additional expense to you.

Stock: Regular Stock are top quality sets from our manufacturers that we have on our shelves or our manufacturer's shelves so they do not have to be produced and can ship quickly. Stock sales are technically final; however, we want you to be satisfied with what you get from our brands so if you do not like your holds or if they are not appropriate for your ability/wall angle/uses please contact us so we can work with you to find a solution.

Production: Production orders are all made-to-order in top quality material from our manufacturers Aragon and Composite-X. If you are not happy with your hold shapes, quality, or colors we will work with you to find a solution.

Mistakes: If something shows up wrong - wrong set/s, missing set/s, broken holds - let us know so we can make arrangements with you to get you your correct perfect order.

Colors: If you get a different color than you ordered we will work with you to fix it. If you got a different color than you were expecting but the color code is what you ordered we will discuss options with you. Please pay attention to color of stock sets and color matching notes on our Color Options page before finalizing your order. There are several shades of common colors including but not limited to green, orange, and pink. If you are unsure, please ask.

2nds/R&D Pours: Anything in this category is final sale and sold as is. We rarely have anything available like this but if we do the sale pages for the sets will be marked as 2nds (usable but imperfect manufacturer-made pu holds with issues like color matching, oversanding, or other, sometimes available, usually only as a bulk grab bag) or R&D (in-house plastic sets we poured to test new shapes or similar. R&D are usually only available in person and are sold for homewalls only, not for gyms). If you have a homewall and are "fine with whatever" then these will be easter egg finds for you on the site. If you are picky at all or have an actual gym, please do not buy from these categories.

Refunds: Refunds will be considered on a case-by-case basis. Approved refunds will be issued within 5 business days of product being received and restocked or cancellation being approved.

Condition: To be eligible for a new product return or exchange, your items must in new or like-new condition. Please keep and return the original packaging as well. 

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