Refund policy

Last updated: July 1, 2026

At Rocatta, we take immense pride in the technical quality and craftsmanship of our climbing holds. Because our products are manufactured specifically made-to-order, our return and refund policy is strictly structured to protect the integrity of our production process and ensure safety standards.

1. Right of Withdrawal & Eligibility Window

Under applicable consumer protection legislation, you have the right to request a return within 14 calendar days from the date you receive your order.

To be eligible for a return, your item must be in perfect, resaleable, and brand-new condition.

It must be completely unused (absolutely no chalk marks, rubber marks, bolt scratches, or signs of placement on a climbing wall).
It must be returned in its original, undamaged packaging.

2. Non-Returnable Items & Direct Exclusions

We will strictly NOT accept returns, exchanges, or refunds under the following circumstances:

Used Products: Any hold or material that shows even minor signs of installation, use, handling, or exposure to climbing environments.
Misuse or Improper Installation: Any product that is broken, chipped, cracked, or damaged due to improper tightening, over-torquing, use of incorrect hardware, unsuitable wall structures, or general misuse outside its intended technical purpose.
Custom Orders (B2B): Orders made with custom colors, specific textures, or personalized specifications requested by commercial climbing gyms or individuals cannot be canceled or returned once manufacturing has commenced.

3. Shipping Costs for Returns

The buyer is fully responsible for paying all shipping and logistics costs associated with returning the item. Shipping costs from the original purchase are non-refundable. We highly recommend using a trackable shipping service, as Rocatta does not guarantee that we will receive your returned item.

4. Evaluation and Inspection Process

Once your return is received at our facility, our technical team will carefully inspect the items to verify their condition.

Approval: If the product passes inspection and is verified as brand-new, we will approve your refund. The credit will automatically be applied to your original method of payment within a reasonable timeframe.
Rejection: If the inspection reveals signs of use, chalk, damage from improper installation, or lack of original packaging, the return will be rejected. In this case, the items will remain at our facility, and the customer must arrange and pay for shipping if they wish to retrieve them.

5. Defective or Damaged Items upon Arrival

In the rare event that a product arrives defective or damaged directly from production, you must contact us within 48 hours of delivery at info@rocatta.com, providing detailed photographs of the defect and the packaging. We will evaluate the case immediately to arrange a replacement or credit.