We want you to be happy with your RopeMarks purchase. If you change your mind, receive the wrong item, or there is a problem with your order, the information below explains your options.

Returns and your right of withdrawal

If you are a consumer purchasing online, you generally have the right to cancel your purchase within 14 days after receiving your order, without giving a reason.

After notifying us that you wish to cancel your purchase, you have a further 14 days to return the goods.

To return an item:

  • The item should be returned with all supplied packaging and accessories.
  • You may inspect the product as you reasonably would in a physical shop.
  • If the product has been handled or used more than necessary to determine its nature, characteristics and functioning, we may deduct any resulting reduction in value from the refund.
  • You are responsible for the direct cost of returning the goods unless the product is defective, damaged, incorrect, or we have agreed otherwise.

Exceptions

The statutory right of withdrawal does not apply in certain situations defined by law.

This may include sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken.

Where such an exception applies to a particular RopeMarks product, this will be clearly stated before purchase.

Defective, damaged or incorrect items

If you receive an item that is defective, damaged, or different from what you ordered, please contact us as soon as possible.

Please include your order details and, where useful, photographs showing the problem.

Your statutory rights relating to defective or non-conforming goods are separate from the 14-day right of withdrawal and are not affected by this policy.

Refunds

When you cancel your entire order under the statutory right of withdrawal, we will refund:

  • the purchase price of the returned goods; and
  • the original standard delivery charge.

If you selected a more expensive delivery method, such as express shipping, we are not required to refund the additional cost above our standard delivery charge.

Refunds will be made using the same payment method used for the original purchase.

We will issue the refund within 14 days after you notify us that you are cancelling the purchase. We may withhold the refund until we have received the returned goods.

Your bank or payment provider may require additional time to display the refund after we have processed it.

Partial returns

If you return only part of an order, the original delivery charge is normally not refunded.

Exchanges

If you would like a different product, please contact us.

For defective, damaged or incorrect products, we will arrange an appropriate solution in accordance with your statutory consumer rights.

How to return an order

  1. Let us know that you wish to cancel or return your purchase.
  2. Include your order number or sufficient information for us to identify the purchase.
  3. Return the goods within 14 days after notifying us of your cancellation.
  4. Keep proof of shipment until the return has been completed.

You can contact us at info@ropemarks.com.

Questions

If anything is unclear or there is a problem with your order, please contact us. We would rather help resolve an issue than leave you wondering what applies.

RopeMarks