A return or exchange of your purchase?
We accept returns of your items within 30 days of your date of purchase in our stores or delivery of your online order. If 30 days have passed since your purchase or delivery, we unfortunately cannot offer you a refund or exchange unless the 2-year legal guarantee applies.
Depending on where you purchased your product, there are two possible return options:
- exchanges and refunds are available in store for all products purchased on our website and in all of our stores
- exchanges and refunds by post apply only to products purchased on our website.
Several types of products cannot be returned:
- Safety-type items meeting the PPE standard: climbing equipment (ropes, quickdraws, lanyards, harnesses, carabiners, tarps, helmets, descenders, ascenders, nuts, pulleys, slings, harnesses, ice screws).
- Personal protective equipment designed to protect against falls from height is subject to strict standards that prohibit the sale of second-hand items.
- Climbing shoes (for hygiene reasons)
- Personalised or custom-made products based on specifications requested by the customer (rope by the metre).
- Perishable products such as food products, sun care and maintenance products, for hygiene and health protection reasons.
- Unsealed products such as GPS devices, audio headsets and watches.
- Gift cards
Feel free to get in touch with our customer support if you have any questions regarding returns of the types of products listed above.
Make your return in store
Visit us in store for your return
You can exchange your purchase in any of our stores regardless of where you made your purchase.
Present proof of purchase
Present your receipt or invoice to receive a refund. If your purchase was registered on your account, you can also provide your name.
Exchange or get a refund
The store will proceed with the exchange or refund of the item. However, stores reserve the right to refuse in accordance with the rules of our general terms and conditions of sale.
Return your item by post
Visit our returns portal
You can start the return process by visiting our return portal. Only available for Belgium, Luxembourg, France and the Netherlands.
Enter your postcode and order number
The delivery postal code and your order number (BCC/WEB/24-XXXXX)
Process your return according to your choices
you simply need to follow a few steps to obtain your return label and send your parcel back to us.
You can start the return process by visiting our return portal. Once logged in, you simply need to follow a few steps to obtain your return label:
- Please enter your (delivery) postal code and your order number (BCC/WEB/24-XXXXX), which can be found at the top of your delivery note or in the various emails you have received from us.
- If multiple products are included in your order, please select the products you wish to return.
- Choose the reason for your return.
- Choose the refund method. We only process refunds through our webshop. If you wish to exchange your product, please either purchase the desired replacement product, or visit one of our stores (Ixelles, Waterloo or Jodoigne) to proceed with your exchange (More information about our stores).
- Choose the return method and the collection point you will use.
- Customers from France, Luxembourg and the Netherlands will be able to pay for their return label at this step.
- All that remains is to review the summary of your request and print your return label.
Pack the return parcel carefully, as it remains your responsibility until it has been physically returned to us. Once we receive it, we will refund you.
Refunds generally have a processing time of 3 to 5 business days depending on the payment method used. However, we reserve up to 14 days after receipt of your parcel to initiate the refund procedure depending on the necessary checks. The amount of your return will be refunded to the same payment method used during your initial transaction.
If you have any other questions, please don't hesitate to contact us. We remain available.
Return costs
For returns from Belgium
Returns from Belgium are completely free. Simply download the return label and send your parcel.
For returns from France, the Netherlands and Luxembourg
Return costs are at the customer's expense. Payment is made directly through our portal before the return label is confirmed. Here are the rates per country:
Netherlands: €10.95
France: €15.95
Luxembourg: €14.95
If you prefer to use a different delivery service, you are free to do so. In that case, parcels must be sent to our warehouse at the following address:
Lecomte Alpinisme et Randonnée
Rue de Piétrain, 75A
1370 Jodoigne
Belgium
Please include the order form or invoice in your parcel. Parcels remain your responsibility until they are received at our warehouse.
For returns from other countries
Returns cannot be processed through our portal for countries outside Belgium, France, the Netherlands and Luxembourg. In that case, please send your parcel directly to our warehouse at the following address:
Lecomte Alpinisme et Randonnée
Rue de Piétrain, 75A
1370 Jodoigne
Belgium
Please include the order form or invoice in your parcel. Parcels remain your responsibility until they are received at our warehouse.