Refund policy
Last Updated: 8/7/2026
We stand behind the quality of our gear and want you to feel confident shopping with us. If something isn’t quite right, we'll try our best to fix things.
This page is split into two sections, Returns and Refunds.
Returns
We sell many different types of products which have different return policies, but they can be mainly classified in four main categories:
Safety Equipment
A majority of our products are life supporting equipment and as such, once they leave our care, we cannot accept any returns for them. The only exception to this is if the equipment is faulty, which would be covered by a Manufacturer's Warranty and Australian Consumer Law.
If you believe your item is faulty, please contact us at business@happybiner.com
General Items
Any product that is not life supporting or personal protective equipment is covered by a 30 day returns policy as long as the item/s:
- Must be with original packaging and tags.
- You have your order number i.e. hb1234
- It's not classified as safety equipment/life supporting gear
You can request a return by logging into our website with the same email you placed your order with, or by contacting us at business@happybiner.com
Shoe Sizing Guarantee
Our climbing shoe sizing guarantee covers all our climbing shoes and applies when you contact us about sizing before purchasing. We cover shipping both ways to get you a new size that will fit better. Please try to reuse the original packaging that the shoes have come in so we can reduce waste.
If you need to swap your shoes for not being the right fit, please contact us at business@happybiner.com or via the online chat in the bottom right-hand corner.
Climbing Shoes
If you aren't covered by our Shoe Sizing Guarantee, but are in need of a replacement shoe, this can be exchanged to a different size/model within 30 days of delivery.
We will invoice you for the shipping both ways of the journey for the replacement shoes, typically around $26.00 ($13 each way).
These shoes must show no wear signs and must be returned with the original packaging.
Clearance
Clearance items are clearly marked on the product page, they are final sale and cannot be returned or exchanged, usually due to being a previous year's model where stock is limited/phased out.
We do accept returns, if the the item is faulty; not fit for purpose, or is significantly different from the description as guaranteed by Australian Consumer Law and Manufacturer Warranty
Refunds
There may be times where we need to refund an order due to changes beyond our control or via request from you.
These refunds are typically issued as store credit if the order has already left our shop.
Orders cancelled before shipping are refunded back to the original payment method.
Refunds are processed within 5–10 business days once it has been issued back to the original payment method. Refunds via store credit, can be issued immediately.
Undeliverable Orders
If an order is returned to us due to:
- An incorrect address,
- Refusal to accept delivery
- Failure to collect from the courier/post office,
We’ll refund the cost of the items (as store credit), but original shipping costs are non-refundable.
If you would like to organise a re-delivery, then standard flat rate costs apply again.
Price Changes
If you place an order within 72 hours (3 days) and the price goes on sale or gets cheaper, you are able to request a refund of the difference. This must be done while the item is still on sale, if not, we will not honor the pricing change.
Please contact us at business@happybiner.com and have your order number handy.
Price Matching
We do price match as long as it's reasonable for us and we're not losing money, so please reach out if you have found it cheaper somewhere else. We typically can't price match sale pricing or pro deal due to lower margins, but it's always worth chucking us an email at business@happybiner.com