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Terms & Conditions -

Terms and Conditions - In three short points

Our detailed Terms and Conditions exist to protect ourselves and our customers from misunderstandings or fraud. If you are daunted by them, the spirit if not the letter of our T&C can be summed up in three short points.

  1. We value your custom and will take all reasonable steps to ensure that you are happy with all products purchased from us, and with the service we provide.
  2. We believe in being honourable towards our customers, and whilst we may on occasion not be able to fulfil all our customers' wishes, we will never miss-sell products or ignore genuine complaints or grievances.
  3. All goods we sell are brand new, unused and genuine, original branded products. To ensure that you can shop with us with confidence, we do not stock products that we don’t believe to be up to the claims made of them.

 See our privacy policy 


3 for 2 Offers

Items must be purchased at the same time and the discount is automatically deducted at the checkout. The offer does not apply if one item is subsequently returned. Offer if for a limited time only and on selected products while stocks last. Offer cannot be used in conjunction with ant other offer of promotion.

Terms and Conditions - Effective from June 2014

Ownership is owned and operated by Open Air Cambridge Ltd, company registration number 2514202.


All prices displayed are in Pounds Sterling and are inclusive of VAT (where applicable) at the rate in force at the time of publication. If sold VAT free they may be subject to import duties and taxes in your home country. We reserve the right to alter the price of goods and delivery charges without prior notice.


Availability of Goods. All products are offered for sale subject to availability. If an order contains some items not currently in stock we may, at our discretion part despatch your order. In such cases only ONE charge for post and packaging will be made.

Product information

All product descriptions (sizes, weights, colours, etc.) are intended as a guide only and are obtained from our suppliers or the manufacturers of the goods. If any specifications are of paramount importance to your order please verify the goods are as required before ordering. All descriptions relating to the suitability of a product for a particular purpose are to be taken as a guide only.

Your order

All orders for goods submitted to us from the order page will be treated as an offer by you to purchase the goods subject to these terms and conditions. You are responsible for ensuring the accuracy of your order including any errors or omissions in the delivery address.

Confirmation of your order

When we receive your order you will be sent an automated confirmation e-mail containing an order number. This number should be quoted in all correspondence relating to your order. When your order is received by us it will be checked for any errors or omissions. In the event that any details of your order require amending we will inform you for your approval before proceeding.

Amending or cancelling orders before dispatch

We endeavour to fulfil all orders as quickly as possible. Regrettably this means that once we have received your order and it enters our dispatch process, we are unlikely to be able to make any amendments or cancel your order. If you wish to do so, please contact us as quickly as possible after placing your order and we will do our best to accommodate your request. If we are unable to cancel or amend the order before dispatching it, you are responsible for returning it to us and any associated costs.

Billing Address

For orders paid by Credit or Debit card the billing address provided must be the address that the account is registered to. This will be used by the payment processor to determine the validity of the payment. Orders may be refused if the address cannot be verified as part of this process.

Delivery Address

We will normally despatch orders to the address that has been verified along with the payment of the order (e.g. the payment card provider or PayPal). If the delivery is requested to be made to a third part address an identifiable place of business is preferred. Further security information may be sought by us for deliveries made to a non-verified residential address which may lead to delays or cancellation of the order.

Refusal of orders

We reserve the right to refuse or cancel your order at any time if we feel it necessary, in which case we will contact you to let you know as soon as possible. We do not ship to mail forwarding companies and will refuse orders in such cases.


No contract will exist regarding any order until it is confirmed as dispatched.

Your contract for purchases is with:

    Open Air Cambridge Ltd.
    11 Barnwell Business Park
    Barnwell Drive
    CB5 8UY
    Company Registration Number: 2514202
    Telephone: 01223 324666

Secure payment online

If paying using our encrypted online ordering system we will accept payment by the following methods:

Visa Debit

For security reasons we may sometimes refuse to send orders to an address other than the registered cardholders address.

Card payments are made through SagePay payment gateway and use state of the art security systems while handling your details. After completing the transaction we only store credit card data needed for your identification and order processing.

You can check the security of your connection by clicking the small padlock next to our http address.

Charging for your order

All payments will be taken immediately after placing the order.

Delivery charges

Post and Packaging (P&P) charges are a contribution towards our cost of preparing and delivering your order.

The amount charged will be as totalled in the “shopping cart” at the time of order and shown in the shopping section of the website.

All charges refer to delivery within the UK mainland and may exclude certain postcodes (eg Scottish Highlands and Islands) . Please select the appropriate area during checkout, for accurate P&P charges.

Method of dispatch

UK orders will be dispatched using Royal Mail services or via the courier service DPD Local. The dispatch method will be at our discretion, unless you choose a specific carrier during checkout. International orders may use other delivery methods depending on location.

Most orders will require a signature at the time of delivery.

Timing of deliveries

Please allow a minimum of 48 hours from dispatch for delivery of all orders.

All times quoted for delivery are approximate only and we shall not be held liable for any delay in delivery of the goods howsoever caused. Where a number of "Working Days" is quoted for delivery these days exclude weekends and public holidays.

Where delivery by a certain date is of importance to you please state this on your order under Special Instructions. We will do our best to accommodate such requests, but cannot guarantee delivery times caused by circumstances beyond our control.


Whilst every reasonable effort shall be made to keep to any predicted delivery date, time of delivery shall not be of the essence and the company shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date.

Receiving goods ordered

Most orders will require a signature at the point of delivery. If a signature cannot be obtained, the normal procedure is for the delivery person to leave a card with instructions to you regarding how you can obtain your parcel. This may mean re-arranging delivery or visiting your local Post Office or  Interlink depot.

In the event of a parcel being refused, or not collected, any cost incurred by us in retrieving or re-sending the goods will be payable by the customer.

Upon receipt of your order the package should be inspected to ensure no damage has occurred in transit. When packages are signed for it is on the basis that they are in good condition with no signs of having been mishandled or opened. Packages showing signs of damage or of having been opened should be rejected. If in doubt packages should be signed for with “unchecked” written next to the signature

Damage or shortages

In the unlikely event of a delivery arriving with items missing, damaged or incorrect we will, at our option, make up the shortages or replace the damaged/incorrect goods free of charge.

Alternatively we may refund the price paid for the missing or damaged/incorrect goods.

Any claim for shortages, defects or incorrect items should be made in writing by email or over the phone within 48 hours of delivery (excluding days when our office is closed). Failure to do this will be taken as acceptance of your order.

Damaged or incorrect goods must be retained and returned to us, where upon all reasonable postage costs incurred will be refunded.

Ownership of the goods shall pass to you once the goods have been delivered to the address supplied, even if the goods have not been received by you in person.

Your right to cancel

Also see our returns and exchanges policy which are also part of these terms.

Orders delivered within the UK and EU countries: If within fourteen days of receipt of your ordered goods any items are found to be as ordered, but not wanted for any reason, they may be returned provided they are unused and in as new condition complete with all tags and product packaging as present when received.

To ensure quick service please let us know by email or telephone when returning your goods.

Orders delivered outside the UK and EU: We offer no automatic right to return terms from orders supplied to locations outside the UK and EU.

Returning goods (Orders delivered within the UK or European Union)

Return postage will be at your own expense and must be received by us within fourteen days of you decision to cancel. In order to insure the returned items against loss or damage in transit we recommend using the same method of dispatch as we used to send the original order (all services available from your local Post Office).

Upon receipt of the returned items we will provide a refund by the same method as the original payment.

Postage and Packaging charges from the original invoice will not be refunded unless items are returned due to an error on our part.

Refunds for unwanted goods delivered 'post free' may be reduced to cover the full cost of carriage of the initial delivery. Where part of an order that has been sent "Post Free" is returned and the adjusted order value falls below the post free threshold we reserve the right to deduct a delivery charge from any refund as if only the retained items had been ordered.

Please note that for the safety of all our customers, we are unable to exchange or accept for return any climbing hardware or software. Please bear this in mind before you make your purchase. This does not affect your statutory rights.

Returning goods (Orders delivered outside the UK or European Union) - temporarily not available

If unwanted items are returned relating to orders that are delivered outside the UK or the European Union (EU) a minimum 12% re-stocking fee will be deducted from any refund due. Carriage charges will not be refunded or reimbursed. Authorisation for such returns must be obtained before making any return.

Please note that for the safety of all our customers, we are unable to exchange or accept for return any climbing hardware or software. Please bear this in mind before you make your purchase. This does not affect your statutory rights.

Late Returns

Unwanted goods that are returned to us beyond the above time limits, and without prior agreement, may either be returned to the sender or a re-stocking fee charged; whichever course of action is taken is entirely at the discretion of Open Air.


Most goods purchased from us are covered by a minimum 12 month manufacturers warranty covering any defect in materials or workmanship. The manufacturer of an item, or the manufacturer of materials used, may provide an additional warranty. Please check with the manufacturer for details.

All warranties exclude failure due to wear and tear, misuse, modification, lack of care or maintenance or use for purposes for which the product was not originally intended.

Where orders have been delivered outside the UK we may refer any warranty claim to the agent of the manufacturer or brand of the item(s) in (or responsible for) the country where the goods were delivered. We will not be responsible for any additional costs incurred regarding claims on the warranty provided by the manufacturer of any goods or services supplied.

Questions and complaints:

If you have any questions or complaints regarding the company, these can be addressed in writing, marking your correspondence to:

Open Air Cambridge Ltd
28 Green Street

The company will endeavour to acknowledge written complaints within five working days. The nature and complexity of the issue will govern the time it takes to reach complete resolution of complaints, but we will endeavour to ensure that consumers are informed of the progress of complaints as appropriate.