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Kong Holds Returns Policy


Return, exchanges and refunds requests can be initiated as follows

Help us go paperless! You can use our electronic returns form shown below to start the process of returning your order. Please fill it in and send it back to us via email at

Electronic Returns Form

If you wish you can also use our Standard Returns Form Fill this in, print it off and send it with your order. Alternatively, you can put a covering note in with your name, order number and course of action requested.

Post all orders back to:

Kong Holds, King Kong Climbing Walls

Threlkeld Quarry



CA12 4TT

We strongly recommend you use suitable packaging to ensure their safe transit, and use a recorded/insured delivery service, as we cannot be held responsible for returned goods lost or damaged in transit.


If you wish to return or exchange an item that you have purchased online all items must first meet the following criteria, in addition to other conditions outlined below.

  • All Items must be returned in a new and unused condition
    • They must have all the original packaging, labelling and tags
    • Be complete, with any additional accessories or stickers supplied returned as well
    • Returned with the original Receipt/Packing Slip.

Criteria for Faulty Items

If an item develops a fault the following criteria must also be met.

  • The Fault must have been caused during “normal use” for the item. No action will be taken if the fault has occurred due to miss use of the product
    • The item must be assessed by a Kong Holds member of staff.

If a product is returned and does not meet all of the above criteria Kong Holds has the right not to process the refund/return/exchange

In addition to the above criteria, the following conditions must also be met;

Items Bought Online


All Items bought online have the RIGHT TO BE CANCELLED within a 14 day period.
1. A cancellation request must be submitted within 14 days of purchase either by email at or phone – 01768 779 959
2. Orders cancelled within 14 days will receive a full refund including postage.
3. It is up to the customer to pay for the return postage
4. The returns form will need to be filled in and forwarded to Kong Holds
5. The Item must be returned within 14 days of the cancellation request
6. The refund will not be processed until the item has been received and items checked to ensure they meet all the criteria outlined above. 7. Proof of postage should be obtained.

Returns and Exchanges Within 30 days

Most items can be returned to Kong Holds and the customer issued a full refund or exchange within 30 days of purchase. However, some items are not included, please see below for details

1. Orders returned/exchanged between 14 -30 days will only receive a refund for items purchased the postage cost will not be refunded.
2. The customer is required to pay for the return postage.
3. The item must be returned within 14 days of the return/exchange request
4. In the case of exchanges the customer will be expected to pay for the replacement item to be posted.
5. Thereturns formshould be printed out, completed, and mailed back with the item.
6. Proof of postage should be obtained.
7. The refund/exchange will not be processed until the item has been received back and the item(s) checked to ensure they meet all the above criteria.

Damaged, Faulty and Wrongly Delivered items

Kong Holds take every precaution to try and ensure that all items are delivered in good working order and undamaged, however we understand that some damage may occur during transport. Similarly, mistakes could be made while packing or the wrong item sent by mistake.

  1. Kong Holds must be informed of any damaged, faulty or wrongly delivered items within 14 days of delivery.
    2. The item will need to be posted back to Kong Holds along with the completed returns form within 14 days of notifying them.
    3. Once the item has been received by us and any damaged, faulty or incorrectly delivered item has been confirmed by a member of staff, a full refund or replacement will be processed.
    4. In the case of a refund, Kong Holds will refund the full amount paid, including the original postage and surcharge and the postage paid to return the item. Proof of cost must be supplied.
    5. In the case of a replacement Kong Holds will pay for the post of the new item to be sent out and a refund will be issue for the cost of sending the item back. Proof of cost must be provided.
    i) In some cases, this will mean Kong Holds may have to order in new stock. You will be informed of this at the time and a time frame will be given. It is up to the customer if they wish to wait for the item to come into stock or take a refunded instead. Kong Holds cannot be held accountable for any delays to this time frame caused by its suppliers.