Our Commitment to Quality and Safety
We are dedicated to providing you with top-quality products and great value. While we aim to be flexible with returns, we must prioritise safety due to the critical nature of many of our items. To ensure we maintain the highest safety standards, quality assurance, maintenance, and proper storage, our returns policy reflects these essential considerations.
PPE and PfPE Returns Policy
To protect all our customers and in accordance with industry standards for Personal Protective Equipment (PPE) and Personal Fall Protection Equipment (PfPE), we typically cannot offer refunds or exchanges on items such as ropes, harnesses, helmets, descenders, ascenders, karabiners, and similar products once they have left our premises or, if shipped, once received by you.
Exceptions:
We will accept returns in the following situations:
- The item is faulty or damaged.
- The item received differs from the description on our website.
- You received the wrong item(s) from us.
If you believe an error has occurred, please contact us within 24 hours of receiving your order so we can address the issue promptly.
Conditions for Returning Items
To be eligible for a return, items must meet the following criteria:
- Be in their original, undamaged manufacturer’s packaging.
- Have all tags/labels attached and include any instructions.
- Be returned at your own expense within 7 days.
- Be in the same condition as when they left our premises.
Items that do not meet these conditions cannot be accepted for return.
Special Circumstances
In some limited cases, we may consider an exchange or refund. Contact us within 24 hours of receipt to discuss your situation. If approved, the returned item must still meet the above criteria. Any item with removed tags or labels is not returnable under any circumstances.
Inspection and Restocking Fees
If a return is accepted for reasons other than:
- Your cancellation rights
- An error on our part
- A fault or damage
a 15% inspection fee will apply. This fee covers the mandatory PPE inspection required to ensure the product is safe for resale.
If an item is returned to us without reasonable care or in insufficient packaging resulting in damage, it will be sent back to you. We recommend using recorded delivery with insurance for your protection. You are responsible for the item until it reaches us.
Once the inspection is complete and approved, we will issue a refund within 30 days, minus the 15% inspection fee.
Non-Returnable Items
Please note that the following items cannot be returned:
- Custom-made products (e.g., ropes cut to length)
- Personalised or branded items
- Clothing (including boots)
- Non-stock/special order items marked as non-returnable on our website
If you have any questions or need further assistance, please feel free to reach out to our customer support team.
