Returns & Refunds Policy

Ethos Climbing Holds

Last Updated: March 2026

At Ethos, we take pride in the quality and shaping of our holds. Because climbing holds are performance equipment subject to high stress and specific aesthetic standards, our returns policy is designed to protect both the climber and the manufacturer.

1. Your Right to Cancel

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

  • To Cancel: You must inform us of your decision by emailing nate@fenrock.com.

  • Return Period: You have a further 14 days from the date of notification to return the items to us.

2. "New & Unused" Condition Requirement

To receive a full refund, items must be returned in original, resalable condition. Climbing holds are highly sensitive to use; even a single session can ruin the texture or mark the material.

  • What is allowed: You may inspect the holds as you would in a physical shop (e.g., checking the colour, weight, or ergonomics by hand).

  • What is NOT allowed: Mounting the holds on a wall, using bolts/screws, or climbing on them (including the use of chalk or climbing shoes).

  • Diminished Value: If holds are returned used, marked, or damaged, we reserve the right under UK law to deduct a percentage of the refund—up to 100% of the sales price—as the product cannot be resold for safety and aesthetic reasons.

3. Modifications and Alterations

Ethos holds are engineered and tested in their original manufactured state. Any modification to a hold voids all warranties and return rights. This includes, but is not limited to:

  • Drilling additional holes or "tapping" the hold for jibs.

  • Sanding, smoothing, or reshaping the surface.

  • Applying paints, glues, or chemical coatings.

  • Structural failure resulting from "hacking" a hold is the sole responsibility of the user.

4. Natural Wear and User Error

Climbing is a high-impact sport. By purchasing Ethos holds, you acknowledge that the following are not considered manufacturing defects:

  • Texture Polish: The natural loss of friction over time through heavy use.

  • Cosmetic Chipping: Small chips caused by dropping the holds, or impacts from climbing gear.

  • Over-tightening: Damage or radial cracking caused by the use of impact drivers or over-torquing bolts is considered user error. We recommend using calibrated torque settings.

5. Shipping & Liability

  • Return Costs: Unless the item is faulty, the customer is responsible for the cost of return shipping.

  • Tracking: We strongly recommend using a tracked and insured shipping service. We cannot issue a refund for items lost or damaged in transit back to us.

  • Address: Please contact nate@fenrock.com for the correct return shipping address before sending your parcel.

6. Faulty Goods

If a hold arrives with a genuine structural manufacturing defect (e.g., a cracked bolt-hole insert or significant casting void), please contact us within 30 days with clear photographic evidence. We will provide a replacement or a full refund, including standard delivery charges.