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Returns & Exchanges

Returns & Exchanges 

At Open Project, we are committed to providing the highest quality products to climbers across Australia. If for any reason you are not completely satisfied with your purchase, we are happy to assist you with a return or exchange, subject to the following terms and conditions.

1. Return eligibility

To be eligible for a return, the following conditions must be met:

  • The returns process must be initiated with Open Project within 30 days of the original purchase date.
  • Item is unworn, unwashed, and in original condition
  • All tags are intact

2. Defective or damaged goods

If you receive a faulty or damaged product, please contact our customer service team immediately. We will arrange for a free return and offer either a full refund or a replacement. This applies to all products sold by Open Project. You must notify us within 7 days of receiving the product if it is faulty or damaged. 

3. Workmanship guarantee 

Our gear is built to handle the long haul - and we back it with repairs on workmanship. That means if something like stitching comes undone, a zipper breaks, or a strap fails due to how it was made, we’ll repair it for free*. 

If there’s a major fault or failure that can’t be fixed, we’ll replace or refund the item.

*This doesn’t cover reasonable wear and tear from regular use — scuffs, stains, or general breakdown over time — but if it’s a fault in the build, we’ve got you covered.

We also offer a foam replacement program - find out more here. 

4. Returns process

To initiate a return, please follow these steps:

  1. Contact our customer service team at contact@openproject.au with your order details and reason for return.
  2. Once approved, you will receive instructions for returning the item.
  3. Pack the items securely in their original packaging (if possible) and include proof of purchase or order number.
  4. Ship the return to the address provided by our customer service team. 
  5. Open Project is not responsible for the return shipping costs unless the item is defective or damaged.

5. Refunds and exchanges

  • Refunds: If your return is approved, we will issue a refund to your original payment method within 10 business days of receiving the returned item. Please note that shipping costs are non-refundable.
  • Exchanges: If you would like to exchange an item for a different size or colour, we can assist you with this based on stock availability. You may need to place a new order for the exchanged item, and shipping costs may apply.
  • Sale items: Sale items can be returned within 30 days of delivery, but are eligible for exchange (colour or size based on stock availability) or store credit only. We do not offer refunds on sale or discounted items unless they are faulty. 

6. Non-returnable items

For hygiene and safety reasons, the following items are non-returnable:

  • Dry Fine Chalk
  • Dry Chunky Chalk
  • Wet Hybrid Chalk
  • Commit Crash Pad

7. Shipping costs

  • The customer is responsible for the cost of return shipping unless the item is defective or damaged. 
  • If the original order was shipped with free shipping and the return reduces the order total below the minimum threshold for free shipping, we reserve the right to deduct the standard shipping fee from the refund.

8. International returns

We currently only accept returns for products purchased from our Australian website and only within Australia. For international orders, please contact us to discuss potential solutions.

9. Lost parcels

If your parcel hasn’t arrived within the expected delivery timeframe, please contact us and we’ll investigate it with the carrier.

We are not responsible for parcels lost due to incorrect shipping details provided by the customer.

If you are returning an item to us, we strongly recommend using a tracked shipping service. We are not liable for returned parcels lost in transit without tracking confirmation of delivery.

10. Contact us

If you have any questions or need assistance with your return, feel free to contact us at contact@openproject.au and we will get back to you within 48 hours. 

Thank you for shopping with Open Project.