Last updated: 8 September 2026
Here is what happens if you want to cancel a service or return a product. For anything at all, message us on WhatsApp.
Physical products (jerseys and merchandise)
Before you buy: our jerseys use Korean sizing.
They run 1 to 2 sizes smaller than you are used to. If you normally wear M, you will usually need L or XL. This is stated on every product page.
Because the sizing is stated before purchase, choosing the wrong size is not considered a product defect. If you are unsure which size to order, ask us on WhatsApp before buying and we will help.
Time limit
You have 14 calendar days from receiving your order to request a return.
Condition
The item must come back unworn, unwashed, odour-free and with its original tags attached. We cannot accept worn, washed or damaged items.
Who pays return shipping
Return shipping is paid by the customer. This applies to changes of mind and to wrong-size returns.
We recommend a tracked service: until the parcel reaches us, it is your responsibility. We cannot take responsibility for untracked returns that go missing.
When we pay
We cover the full return cost, or send a free replacement, if:
- The item arrived faulty or damaged in transit.
- We sent you the wrong item.
- We sent you a different size from the one you bought.
In these cases, message us on WhatsApp within 72 hours of delivery with photos of the item and the packaging.
Refunds
Once we receive and check the item, we process the refund within 5 to 10 business days using the same payment method. We refund the product price; the original shipping cost is not refundable except in the cases above.
How to start a return
- Message us on WhatsApp with your order number and the reason.
- We confirm the return address and the steps.
- You send the parcel and share the tracking number with us.
We cannot accept returns sent without contacting us first.
Boosting, coaching and accounts
Before we start
If the service has not started yet, you can cancel it and we refund 100%.
Service already started
Once the service has started, the part already delivered is not refundable. If you cancel midway we work out the progress reached (divisions or wins completed) and refund the proportional part not delivered.
If the service stalls for reasons on your side (for example playing on the account during a SoloQ service, changing the password without telling us, or not showing up to agreed DuoQ sessions), those hours count as delivered and are not refundable. See our terms and conditions.
If we fall short
If we cannot complete the service on our side, we refund the undelivered part in full, with no deductions.
Accounts
If the account delivered does not match what was advertised or does not work on delivery, we replace it or refund you in full. Tell us within 24 hours of delivery.
Once you have changed the password or linked your email, delivery is considered accepted and cannot be refunded.
Coaching
Sessions cancelled at least 12 hours in advance are rescheduled free of charge. Sessions you do not attend count as delivered.
Coaching is a training service: it does not guarantee reaching a specific rank, so not having climbed is not grounds for a refund. If a session is not delivered because of us, we reschedule it or refund it.
Your consumer rights
This policy is additional and does not limit the rights granted to you by the Peruvian Consumer Protection and Defence Code (Law No. 29571) or by the consumer legislation where you live. If you are entitled to a longer period or a wider guarantee than the one described here, the more favourable one applies.
