Return & Refund Policy

Thank you for choosing RopeServices UK. We are committed to ensuring your satisfaction with every purchase. If you are not entirely happy with your order, we are here to assist.

Returns

You have 30 calendar days from the date you receive your item to initiate a return. To qualify for a return, the following conditions must be met:

  • The item must be unused and in the same condition as when you received it.
  • It must be returned in its original packaging.
  • You must provide a receipt or proof of purchase.

A restocking fee may apply to some returns. Please contact us for further information.

Custom-Made Products

Due to the bespoke nature of custom-made ropes and rope products, we are unable to accept returns or offer refunds for items crafted to your individual specifications, unless the product is faulty or does not meet the agreed-upon specifications. Custom-made items are tailored specifically for you and cannot be resold. Therefore, it is important to review your order carefully before confirming, especially dimensions, materials, and other customisation options. Once production has started, changes or cancellations may not be possible.

However, if your custom-made product is found to be faulty, damaged, or significantly different from the agreed-upon specifications, please contact us immediately. In such cases, we will arrange for the return of the product and, following inspection, we will either:

  • Provide a full refund.
  • Offer a replacement product.
  • Perform the necessary repairs.

This policy does not affect your statutory rights.

Clearance Items

Please note, items purchased from our Clearance Store are not eligible for return. All sales on clearance items are final.

A restocking fee may apply to some returns. Please contact us for further information.

Return Procedure

When returning an item, please ensure you include the following details to help us process your return efficiently:

  • Order Number
  • Full Name and Address
  • Contact Number
  • Reason for Return

Please return all items to:

RopeServices UK – Website Returns
Unit 2 Market Place Industrial Estate
Houghton-le-Spring
Sunderland
DH5 8AW
United Kingdom

Refunds

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will process the refund through your original payment method. The time it takes to receive your refund will depend on your card issuer’s policies.

Shipping Costs

Customers are responsible for covering the cost of returning their items. Shipping costs are non-refundable unless the item arrives damaged or is incorrect, in which case RopeServices UK will cover the return shipping fees.

Contact Us

If you have any questions regarding your return, please don’t hesitate to contact us. Our customer service team is here to help.