We strive to offer you excellent quality and value for money at all times. Whilst we try to be as flexible as possible with returns, we have to be aware of the safety critical nature of many of our products, and the need for us to guarantee the safety, quality, maintenance and storage of these products.
For the safety of all our customers and in line with all other professional suppliers of Personal Protective Equipment (PPE) / Personal Fall Protection Equipment (PfPE), we are ordinarily unable to exchange or issue a refund for any PPE / PfPE such as ropes, harnesses, helmets, descenders, ascenders, karabiners etc once the items have left our premises, or in the case of orders sent out by post or courier, received by you. This does not apply:
- to faulty or damaged goods
- if the description on the website is incorrect or misleading
If we have sent you the wrong item(s) please contact us as soon as possible (latest within 24 hours of receipt of your order) so that we can note our records and try to correct the error.
Returned item(s) must:
- be in the original and undamaged manufacturers packaging
- have the tags / labels still attached and instructions enclosed
- be returned to us at your own expense
- be received by us within 7 days
We will not be able to accept return of any product that does not meet these criteria.
In certain other limited circumstances, we may be willing to offer an exchange or refund. Please contact us within 24 hours of receiving your order. If we agree to the return, we require the item(s) to be in exactly the same condition that it left us i.e. in its original and undamaged manufacturers packaging and with the tags / labels still attached and instructions enclosed. If the tags / labels have been removed then the item is not returnable under any circumstances.
Goods accepted back for any reason other than:
- your cancellation Rights
- an error we have made
- the item is faulty or damaged
will be subject to a 15% inspection fee, as we are required to complete a full PPE inspection on the item before it can be deemed suitable for resale, even when an item is returned to us unused and has seemingly not been removed from its packaging. We will send the item back to you if you fail to take reasonable care of the goods before they are returned to us, or you have used insufficient packaging and this results in damage. You are responsible for the item(s) until it reaches us. We therefore recommend that returns are sent recorded delivery with insurance paid. You are responsible for the cost of returning the item(s).
Once the item has passed the formal inspection, we will refund the cost of the goods minus the 15% inspection fee. We will issue a refund within 30 days.
Goods made to your specification (including rope cut to length) or are personalised / logo'd cannot be returned. We are unable to accept return of clothing (including boots), products on our website marked as non-returnable or products not on our website, as these are non-stock / special order items.