Rough Gear Returns and Exchanges Information
Returning Unwanted Goods
You can return un-opened/un-used goods within 30 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.
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).
How to Return an Item - please read carefully
- Include a copy of your original order receipt
- Specify if you would like a refund or exchange for a different size/colour
- Ensure the goods are well packaged
- Do not write on, or mark any product packaging
- Insure the item/s during transit in case they are lost
How to return your item/s
We recommend returning the item using Royal Mail Special Delivery or Signed For for items under £50 when sending from your local Post Office, together with adequate insurance to cover the cost of the item/s or an alternative tracked mail service. Insurance is at your discretion. All goods returned remain your responsibility during transit and until signed for by ourselves or an appointed agent.
Please return the goods to:
Rough Gear Returns
22 Plympton Park
What happens next
If the goods are still in a resalable condition (i.e. with the sales tags attached, unused) we will refund the cost of the goods to your original payment method or if you have requested send a replacement size/colour. You will receive email confirmation of this.
Please note that under DSD regulation you do have a 'duty of care' towards the goods. Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packaging, accessories. Do not write directly on the packaging with pen/ink. Any free or bundled gifts received with the product must also be returned.
Returning Faulty or Defective goods
If your goods appear to be faulty please contact us first before returning them as we may need additional information in order to get the fault fixed quickly.
Click Here to submit a returns request and obtain an RMA.
Alternatively email firstname.lastname@example.org quoting your order number in the subject and explain the fault. If possible include photos of the fault. We will then respond with details of how and where to return your 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.
PLEASE NOTE: Do not return faulty goods without a valid RMA as it will take longer to process them.