Rockcity Climbing Holds

← Back to Policies

Terms of Service

Terms and Conditions

Product Information

We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the product on delivery. All sizes and measurements are approximate, however we do make every effort to ensure they are as accurate as possible. 

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders and withdraw from sale any items where our product information has been published incorrectly, including prices and promotions. Prices are subject to change without notice. Prices are inclusive of taxes (where applicable). Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items. We continually update our online store. From time to time our retail store may run special local promotions (which may not be available on our web-site) or we may offer special discounts online that are not available in the retail store.

Online Orders

When you place an order on our website we shall email you an acknowledgement. Our acceptance of an order does not take place until we have successfully processed all items and are ready for dispatch, at which you will be emailed a confirmation that your item(s) has been dispatched along with a tracking number. Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button. Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.

We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:

  • The product ordered being unavailable from stock
  • Our inability to obtain authorisation of payment
  • The identification of an error within the product information, including price or promotion.

If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time. We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations. If the item has been dispatched simply return the goods to us for a full refund.

Returns, Refunds or replacements


Please do not return products directly to us. Instead, please contact us and we will: either give you the appropriate return address, depending on the provenance of the goods, or we will arrange for the products to be collected directly from you.


Where product(s) received is found torn, damaged or packaging opened on arrival, please refuse delivery of such product(s). You can return such product(s) in the cooling period and we will reimburse you all cost of product, its delivery as well as return.  We will take the appropriate actions to re-send the goods – once checked – directly to you.

However, you must contact us immediately.

Any broken holds and/or volumes must be notified to us immediately. User(s)/customer(s) have 30 days to make a return of the product(s). After the initial 30 days, you can’t demand a full refund in the first instance, but you still have the right to a repair or replacement.


For new products, that will have been made-to-order (factory direct) for you to fit your specific colour request, we trust that you will understand that we may only accept returns for non-compliant or faulty products.

In the event that you notice a manufacturing defect on the products you received, please contact us immediately at

If it is found that the products must be returned, we will issue a Return Notice, for which the validity is 1 month, after which no products will be accepted for return, however, you will be eligible for repair or replacement.

In the event of Product defectiveness, please do not use the products, and take all measures to minimise losses, liabilities and costs. This warranty does not apply if the defect is due to the wrong utilisation of a Product, or if the faulty operation results from unauthorised interference with the Product, or if malfunction results from normal wear and tear on the Product, from negligence, or from misuse. If you are returning the Products to us under this clause because they are faulty or mis-described, we will refund the price of the Products in full, together with any delivery charge and the costs of postage or collection in returning them to us.

Rockcity Industries Ltd reserves the right to check and test the returned Products. The return shall be taken into account only if the defectiveness is proven. Non-compliant​ ​products​ ​and​ ​manufacturing​ ​defects Please do not send your purchase back to us or to the manufacturer. Instead, contact us at and we will arrange for the parcels to be collected directly from yourselves.

We are under a legal duty to supply products that are in conformity with these Terms. This means that the products must be as described, fit for purpose and of satisfactory quality. If you purchase a product online which is found to be faulty within 30 days of receipt then your legal rights entitled you to request a full refund of the faulty Product.

Should a fault occur after the initial 30 days but before the expiry of 6 months of receipt of the Product, we are entitled to repair and/or replace that item. If it cannot be repaired or replaced, then you may be entitled to a refund.


For all other products that we hold in stock, it is your legal right to cancel an order under the Consumer Contracts Regulations 2013 within 14 days of receipt of the Products. This means that during the relevant period if you change your mind or decide for whatever reason that you do not want to receive or keep the Products, you can notify us of your decision to cancel your order and not keep the goods, and that you desire to receive a refund. Alternatively, you are entitled to request an exchange within the same period of time and the provisions below also apply to exchanges.

To cancel an order, please contact us directly by doing one of the following: Email us at Or contact us by post: send a letter to Rockcity Industries Ltd, Rockcity, Hawthorn Ave, Hull, HU3 5GL.

If you are emailing us or writing to us please include your name, postal address, details of your order, your phone number and email address. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us.

Please note that, for Rockcity Industries to be able to offer a refund, the Products must be sent back in their original condition, and original packaging. It is not always possible to exchange Products which were originally purchased as a special offer or on promotion for the same price as the original special offer or promotion price. Special offers and promotions are separate stock items to our normal items. Some items will have been selected as special offer or promotion Products due to their size or colour. Consequently, Products at the special offer price may only be available in a limited choice of size or colour. Also, by the time you wish to exchange the Product, the special offer or promotion item may have sold out and the special offer or promotion price may no longer be available. Please also note that, in the case that the products are simply no longer wanted, but do not present a fault or mis-compliance with the description of the product, we will be unable to refund the delivery costs, nor the return costs. It is your responsibility to ensure the goods that you wish to return to us are suitably packed, and to take the right amount of insurance for transport.

We recommend using a trackable service and obtaining proof of postage, or if the Products need collecting because they are too large or heavy for posting, please email us directly at Should Rockcity Industries find that the goods have been used, damaged, damaged in transport or mis-handled, please note that Rockcity Industries will not be able to issue a full refund for the goods, and will reduce the refund to reflect any reduction in value, which may be as much as the initial order cost, if this has been caused by you using them or handling them in a way that means the product no longer look brand new.

Please also note that, should we issue the refund before we are able to inspect the Products and later discover you have used them or handled them in an unacceptable way, Rockcity Industries will be obligated to charge you for the difference in value.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will then process your refund within a maximum of 14 days from recieving the returned products, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will refund you by the method you used to pay for the Products.

Late​ ​or​ ​missing​ ​refund?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at:

Contact Us

If your query relates to an order or feedback email us at

For further details regarding the use of data supplied by you, please see our Privacy Statement. We shall not be liable to any person for any loss or damage, which may arise from the use of any of the information contained in any of the materials on this website. All rights, including copyright, in this website are owned by or licensed to Any use of the site or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the written permission of We have taken every care in the preparation of the content of this website. To the extent permitted by applicable law, and save as otherwise specified by us, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website. These exclusions of liability shall not apply to any damages arising from death or personal injury caused by our negligence. Times quoted in these terms and conditions are Greenwich Mean Time or British Summer Time (as applicable).

These terms and conditions shall be governed by and construed in accordance with English Law and it is agreed that the English courts shall have exclusive jurisdiction in the event of a dispute. If any terms shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severed and shall not affect the validity and enforceability of the remaining provisions.