Rough Gear Returns and Exchanges Information

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.

Unwanted Goods

You are entitled to return un-opened/un-used goods within 7 days of receipt.
You must pay for the postage to return the goods to us or we can arrange collection.
Collection will be charged at £25
We reserve the right to charge a reasonable re-stocking fee for any goods returned un-wanted

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 7 days from the date of receipt for unwanted goods, 30 days for faulty goods.

How to make a Return

Please contact us to obtain an RMA number before returning any products.
Please ensure the product is well packaged and includes a copy of the Invoice
We recommend the use of a traceable post, ie. Recorded Delivery or Special Delivery. We cannot accept any responsibility for lost or damaged returns.
PLEASE NOTE: Goods returned without an RMA number may take longer to be processed.

More Information

For more information please contact us.