Returns & Exchanges Policy
We want you climbing in the right fit. Read our policy below regarding size exchanges and return eligibility.
1. Return & Exchange Window
You may request an exchange or return within 7 days of receiving your order. Requests must be submitted via our official channels before shipping items back.
2. Eligibility & Condition of Shoes (Strictly Enforced)
Because climbing shoes form to the foot and wear quickly on holds, shoes eligible for return or size exchange must be in 100% brand new, unworn condition:
- No chalk residue inside or outside the shoes.
- No rubber marks, scuffing, or wear from climbing holds or walls.
- Original shoe box, packaging, and tags must be intact.
- Tip: Try your shoes on at home on clean carpet or clean flooring. Do not climb or boulder in them if you are unsure of the size.
3. Non-Returnable Items
For safety and hygiene reasons, the following items are final sale and non-returnable:
- Chalk, chalk balls, and loose grip powder (unsealed or sealed).
- Used or washed footwear.
4. Shipping Costs for Returns & Exchanges
- Size Exchanges: Customer is responsible for return courier fees to our Metro Manila fulfillment location. We will coordinate dispatch of your replacement pair once received and inspected.
- Defective or Incorrect Item: If you received an incorrect model/size or an item with a manufacturer defect, Onsight Climbing / Butora PH will cover all replacement shipping costs.
5. How to Initiate a Return or Exchange
To request a return or size exchange, reach out to our team with your Order Reference (e.g. BTR-XXXXXX) and photo of the shoe sole condition:
Email / Support: info@butoraph.com or message our operations mobile/messenger.
Terms & Conditions of Sale
These terms govern all purchases made through butoraph.com operated by Onsight Climbing Consumer Goods Trading.
1. Authorized Partnership
Onsight Climbing Consumer Goods Trading is an Authorized Retail & E-Commerce Partner for authentic BUTORA products in the Philippines, operating under direct authorization from BUTORA Inc. (Republic of Korea).
2. Order Placement & Payment Verification
- All direct website orders require payment via QR Ph (GCash, Maya, BPI, BDO, or any QR Ph bank).
- Orders are considered confirmed once our operations team validates your submitted payment receipt.
- In the event of an inventory discrepancy or payment mismatch, our team will reach out via mobile number or issue an immediate refund.
3. Shipping & Delivery
- Same-Day Courier (Metro Manila): Picked up via Lalamove or Grab. Delivery fee is booked and paid directly by buyer to rider upon arrival.
- Standard Courier (J&T Express): Flat rate nationwide shipping. Tracking details will be texted/emailed upon dispatch. Metro Manila: 1–3 business days. Provincial: 3–7 business days.
4. Product Authenticity & Warranty
All items sold on butoraph.com are 100% genuine BUTORA products. Butora footwear is backed by our standard manufacturer warranty against defective craftsmanship and material defects for the original purchaser.
5. Contact Information
For inquiries, order status, or assistance, contact Onsight Operations at info@butoraph.com or visit butoraph.com.
