Refund policy

When we take a piece back, what condition we expect, and how fast the money moves.
Cloth Climb would rather replace a broken vessel than argue about it. This page sets the rules so a return is predictable for both sides.
The return window
You have 30 calendar days from the delivery date to write to support@clothandclimb.com and ask for a return or a refund. After that window, we treat the sale as finished, except for a latent manufacturing defect that could not reasonably have been seen on arrival.
What we will refund or replace
•A piece that arrived cracked, chipped, warped, or leaking.
•A piece that is materially different from the listing (wrong SKU, missing module in a set).
•An unopened, unused piece in original packing that you simply do not want, requested inside the 14-day window.
What we will not refund
•A planter that has been filled with soil, water, or a plant, unless the piece itself was defective on arrival.
•Outdoor weathering, freeze cracks, or sun fade on a piece the listing did not rate for outdoor use.
•A change of mind after the 30-day request window.
•Custom or made-to-order work marked as final sale on the product page.
•Carrier delay that still falls inside the published 5–10 business-day transit range.
How to start a return
Email support@clothandclimb.com with the order number, the product name, and photographs. For damage, include the outer carton, the inner wrap, and the break. Do not ship a piece back until the desk sends a return authorization. Unauthorized parcels that arrive at Fortuna may be refused.
Where we ask you to send the piece back, we will tell you whether Cloth Climb covers the return label. Studio or carrier damage is returned or replaced at our expense. A change-of-mind return may be the customer’s cost to ship, because outbound freight was already included in the original price.
Inspection and the 10-business-day refund clock
Refunds are issued to the original payment method within 10 business days after we approve the claim — and, if a physical return is required, after the piece arrives and passes inspection. A business day is a Monday through Friday that is not a federal holiday observed by the studio. Weekend calendar days do not count toward the 10.
Your bank or card brand may take additional time to post the credit. That posting time is outside Cloth Climb’s control.
Replacements
If the same SKU is in stock, we will usually replace a damaged piece rather than refund it, unless you ask for the money back. A replacement follows the same packing window (1–3 business days) and transit window (5–10 business days) as a new order.
Chargebacks
Open a ticket with the desk before you dispute the charge with your bank. A chargeback filed while a return is already in motion freezes both tracks and slows the credit.