Refund Policy

WE STAND BY EVERYTHING WE MAKE
We want you to love your Oso gear. That’s why we stand by every item we make, down to the last stitch. If you aren't in love with something you’ve purchased directly from our site, we will gladly offer you a refund or replacement, subject to the policy below.

OUR RETURN POLICY
If you are not completely satisfied with your purchase from OsoSupplyCo.com, you may return eligible items within 30 days of delivery, provided the following conditions are met:

  • Items must be unused, unwashed, unworn, and in original condition
  • Items must be free of chalk residue, damage, or signs of use
  • Proof of purchase is required

International orders, gift cards, and original shipping charges are non-refundable.

For U.S. customers, a prepaid return label is available for a flat rate of $6, which will be deducted from your refund. You may also choose to use your own shipping method.

If returned items do not meet the conditions above, we reserve the right to deny the refund. In such cases, we will contact you to arrange return shipping at your expense. If we do not receive a response within 14 days, the item may be donated.

Refunds are issued to the original form of payment once the return has been received and inspected.

THIRD-PARTY RETURNS
Products purchased through authorized retailers, climbing gyms, Amazon, or other third-party sellers must be returned to the original place of purchase in accordance with their return policy.

Oso Supply Co. does not accept returns for items purchased through second-hand marketplaces, non-authorized retailers, or resale websites.

HOW TO SUBMIT A RETURN REQUEST

Complete the following steps to request a return: 

1. Log in to your customer account to submit a return request.
2. Enter your email address and click Continue.
3. Check your email for the six-digit verification code. Enter the code and hit Submit.
4. Select the order and item(s) you want to return.
5. Select a return reason and add a note for the store.
6. Click Request Return. 

If your Return request is approved and requires shipping, you will receive an email with shipping instructions and a return shipping label. After we receive the returned item(s), we will process a refund for the amount of item(s) less the $6.00 return shipping and handling charge. 

OUR LIFETIME GUARANTEE
We build our gear to last — and we stand behind it.

Oso Supply Co. guarantees our products against manufacturing defects in materials and workmanship for as long as the original owner has the product. If something isn’t right due to a defect, we’ll repair or replace it. It’s that simple.

This warranty applies to products purchased directly from Oso Supply Co. or from authorized retail partners. It applies to products used for personal use only and does not cover products used for rental, instructional, commercial, or communal purposes.

Our Lifetime Guarantee covers defects in materials and craftsmanship. It does not cover normal wear and tear, cosmetic aging, fading, misuse, modifications, improper care, accidental damage, or lost/stolen items.

If a product is discontinued, we may replace it with a comparable item of equal value.

To submit a claim under our Lifetime Guarantee Policy, contact us via email at support@ososupplyco.com.

  • Your order number or proof of purchase
  • A brief description of the issue

  • Clear photos of the product

Customers are responsible for the cost of shipping the item to us. If your claim is approved, we’ll cover the cost of repair or replacement and ship the item back to you at no charge.

We reserve the right to determine whether a claim qualifies under this policy.