Quality guarantee
We take great care in supplying you with high quality products. In the unlikely event you receive any item that is faulty or fails to meet your quality expectations, please contact us and we will arrange a replacement or refund immediately.
Distance Selling Regulations
We are bound and abide by the distance selling regulations.
Christmas Returns Policy
Orders placed between 1st December 2009, up until 6pm on the 23rd Dec 2009 will be entitled to a refund if returned to us by 8th Jan 2010, subject to our normal returns policy below.
Unwanted Goods
You are entitled to return un-opened/un-used goods within 14 days of receipt.
You must pay for the postage to return the goods to us or we can arrange collection which will be chargeable.
Once the goods have been received by us and inspected we will issue a refund for the cost of the goods returned subject to them being in a resalable condition (i.e. with the sales tags attached, packaging in tacked and goods unused).
We reserve the right to charge a reasonable re-stocking fee for any goods returned un-wanted if they do not meet this criteria.
Customized/Special Order Items
We are not obliged to accept returned goods made to the customer's specification.
In this case please contact us regarding rectifying the problem.
Climbing Equipment
Any piece of climbing equipment that is incorporated into the safety system is excluded from our returns policy (except in the situation where it is faulty or defective, see below).
Equipment that doesn't fall into this category can be return as per our returns policy.
This includes, Rope Bags, Chalk Bags, Training Aids and Accessories.
If you are unsure, please contact us.
Faulty or Defective goods
If your goods are found to be faulty as a result of a manufacturing defect you will be entitled to a refund of your return postage.
Returns Policy
Returns must be received by us within 14 days from the date of receipt for unwanted goods, 30 days for faulty goods.
How to make a Return
Click Here to submit a returns request and obtain an RMA.
Alternatively email returns@roughgear.co.uk quoting your order number in the subject and explain the reason for the return.
We will then respond with details of how to return your goods.
PLEASE NOTE: Do not return goods without a valid RMA number as we will be unable to deal with them.
Exchanging a product for a different size/colour
If you want a different size/colour please return the unwanted item as above and re-order the replacement item via our website.
More Information
For more information please contact us.