Refund policy

We know climbing shoes are personal.
Fit matters. Feel matters. And once they’re on the wall — they’re yours.

If something’s not quite right, we offer returns and exchanges within 7 days of delivery, under the conditions below.

The Basics

To be eligible for a return or exchange:

Please try your shoes on indoors, on a clean surface only.

Once they’ve touched a climbing wall (gym or outdoor),
they are considered used.

We do not accept returns or exchanges on any shoes that show signs of climbing use.

This includes (but isn’t limited to):

If returned shoes show any of the above, the return will be declined.

Finding the right size can take a try — we get it.

Please notify us within 7 days if you need a size exchange
Shoes must meet all return conditions above
Exchanges are subject to stock availability
Shipping for exchanges (both return and replacement) is the responsibility of the customer.

Email us at:
info@butora.co.nz

Include:

We’ll guide you through the next steps.

Please note:
We are not responsible for items lost or damaged in return transit

Once your return is received and checked: