Refund policy

RETURNS & REFUNDS POLICY — UPDATED RETURN AND EXCHANGE TERMS

Return Policy Summary

  • Return window: 30 calendar days from delivery for eligible products

  • Returns accepted for: Faulty or non-conforming products, and eligible non-faulty products, subject to the exclusions and product-specific conditions below

  • Product condition: New, unused and complete, subject to your statutory right to inspect eligible goods

  • Cut-to-order ropes: Ropes cut by us from a reel to the length selected or requested by the customer, including applicable static and work ropes below the full 200m reel length, are not eligible for change-of-mind cancellation, return or exchange

  • Manufacturer-precut and sealed ropes: Voluntary returns and exchanges are accepted only while the rope remains unopened, unused, in its original secured coil and with all manufacturer seals, ties, labels and packaging intact

  • Return method: By post

  • Standard prepaid change-of-mind return charge: £3.95 per eligible return parcel when our prepaid label is used

  • Customer-arranged change-of-mind return: Customer pays the carrier directly; no £3.95 prepaid-label deduction

  • Standard exchange shipping charge: £4.95 per eligible exchange, covering the prepaid return label and standard delivery of one replacement item

  • Faulty, damaged or incorrect return/replacement cost: Paid by THE-ESCAPADES LTD

  • Restocking or handling fee: None. This does not prevent a lawful, evidence-based deduction for diminished value caused by handling beyond what is reasonably necessary to inspect eligible goods

  • Refund method: Original payment method

  • Refund processing time: No later than 14 days in accordance with Section 10

  • Exchanges: Available for eligible products in another size or colour, subject to stock and the conditions below. Cut-to-order ropes are not eligible for change-of-mind exchanges

7. Starting a Return or Exchange

To start a return or exchange, either:

Please provide:

  • Your full name;

  • Your order number;

  • The product or products you wish to return;

  • Whether you are requesting a refund or an exchange;

  • For an exchange, the replacement size or colour requested;

  • Whether the request is a change-of-mind request or relates to a fault, damage or incorrect product; and

  • Photographs where the product is damaged, faulty or incorrect, if reasonably requested.

For any rope return request, we may also reasonably request clear photographs showing the manufacturer's seal, secured coil, ties, labels and packaging. Where a rope is reported as faulty, damaged, unsafe, incorrectly supplied or cut to the wrong length, we may request photographs of the issue, the rope label and any batch or serial information. These requests will not be used to unreasonably delay or deny your statutory rights.

A reason is not required for a change-of-mind cancellation where a statutory cancellation right applies.

We will provide the applicable return address, prepaid label where available, and any return instructions.

Contacting us before sending the parcel helps us identify and process it, but it does not prevent you from exercising a statutory cancellation by giving us a clear cancellation notice where that right applies.

Do not return products to our registered office or any other address unless that address is included in our return instructions.

8. Rope Returns: Cut-to-Order and Safety-Critical Products

Ropes are safety-critical, life-supporting equipment. Their condition, storage, handling history and chain of custody must remain verifiable. Once a rope has been opened, uncoiled, loaded, used or handled outside its original secured presentation, we may be unable to verify that it remains in new condition or safely resell it as new.

Opening the outer delivery parcel solely to inspect the order does not by itself affect return eligibility. References below to a seal, packaging or secured coil mean the rope's own manufacturer or retail seal, wrapping, bindings, ties, coil and product packaging.

8.1 What is a cut-to-order rope?

A cut-to-order rope is a rope clearly identified on the product page as being sold by the metre or cut by THE-ESCAPADES LTD from a reel to the length selected or requested by the customer.

This includes applicable:

  • Static ropes;

  • Semi-static or low-stretch ropes;

  • Work-positioning ropes;

  • Rope-access ropes; and

  • Other work or technical ropes,

where a length below the full 200m reel length is cut from the reel specifically for the customer's order.

A rope supplied in a fixed length that was precut, coiled and sealed by the manufacturer is not treated as cut to order merely because it is shorter than 200m. An intact full 200m manufacturer reel is also treated as a standard stock product unless its product page expressly states otherwise.

8.2 Change-of-mind cancellations and returns for cut-to-order ropes

Cut-to-order ropes are made to the customer's specifications. The statutory distance-selling cancellation right does not apply to these products, and they are not eligible under our voluntary change-of-mind return or exchange policy.

Please check the required rope type, diameter, colour, standard, compatibility, intended use and exact length before ordering. We cannot accept a change-of-mind cancellation, return, exchange or refund because:

  • The wrong length was selected;

  • The rope is no longer required;

  • The customer ordered the wrong rope type, diameter or colour;

  • The project or intended use changed; or

  • There is surplus rope after use or installation.

We may, at our discretion, agree to amend or cancel an order before cutting has begun, but this is not guaranteed. Once cutting or preparation has started, the order cannot be changed or cancelled for change of mind.

This exclusion does not affect your rights where a cut-to-order rope is faulty, unsafe, damaged, misdescribed, incorrectly supplied or cut to a materially different length from the length ordered.

8.3 Manufacturer-precut, sealed and full-reel ropes

A manufacturer-precut rope, or an intact full manufacturer reel, may be returned or exchanged under our voluntary 30-day policy only if it is eligible and all of the following conditions are met:

  • The manufacturer's seal, wrapping, bindings and ties remain intact;

  • The rope remains in its original factory or manufacturer-secured coil;

  • The rope has not been uncoiled, re-coiled or removed from its secured presentation;

  • The rope itself has not been handled beyond a visual inspection while it remains sealed or secured;

  • The rope has not been tied, knotted, loaded, tensioned, climbed on, tested, installed, cut, shortened, marked, washed or otherwise used;

  • The rope has not been exposed to dirt, chalk, moisture, chemicals, fuels, oils, heat, sharp edges, contamination or unsuitable storage conditions; and

  • All original labels, instructions, tags and retail packaging remain complete and undamaged.

If the rope's own seal or secured presentation has been opened, the manufacturer ties or bindings have been removed, the rope has been uncoiled, or the rope itself has been handled or used, it will not be accepted as a non-faulty return or exchange under our voluntary policy. Because the rope is safety-critical, its history and condition can no longer be verified and it cannot be resold as new.

8.4 Statutory cancellation of eligible standard stock ropes

Nothing in this Section removes a statutory cancellation right that applies to an eligible, non-custom standard stock rope purchased online.

During the statutory cancellation period, a customer may inspect an eligible product only to the extent reasonably necessary to establish its nature, characteristics and functioning, broadly equivalent to the handling that would reasonably be allowed in a shop.

For safety-critical ropes, breaking the rope's own manufacturer or retail seal, removing the manufacturer's bindings or ties, uncoiling or re-coiling the rope, or handling or using the rope outside its secured presentation will normally go beyond the inspection reasonably permitted before purchase.

Where an eligible standard stock rope is returned following statutory cancellation after handling beyond what is reasonably necessary, we may make a deduction for the resulting diminished value. Because an opened, uncoiled or handled safety-critical rope may have no safe resale value as a new product, the deduction may be substantial and may be up to the contract price where the evidence shows that its value has been reduced to nil. Any deduction will be assessed fairly, proportionately and case by case, based on the rope's actual condition and loss in value.

8.5 Faulty, damaged, unsafe, incorrect or misdescribed ropes

The restrictions on non-faulty and change-of-mind returns do not apply where a rope is faulty, unsafe, damaged, incorrect, not as described, not fit for its intended purpose or otherwise not in conformity with the contract.

If you suspect a fault or safety issue:

  • Stop using the rope immediately;

  • Do not load, climb on, cut, wash, repair or further alter it;

  • Isolate it from other equipment; and

  • Contact orders@theescapades.co.uk for instructions.

Opening, uncoiling or handling that was reasonably necessary to discover or confirm a fault does not remove your statutory rights.

9. Return and Exchange Shipping Costs

Standard prepaid change-of-mind returns

Where our standard prepaid return service is available, a £3.95 return shipping charge per eligible parcel applies to non-faulty change-of-mind returns.

If you use our prepaid return label, the £3.95 cost of that return service will be deducted from your refund.

The £3.95 charge is a return-postage charge. It is not a restocking, handling or refund-administration fee.

You may instead arrange and pay for your own tracked and appropriately insured return service. If you do so, we will not deduct the £3.95 prepaid-label charge, but you will be responsible for:

  • The carrier cost;

  • Packaging the product securely;

  • Retaining proof of postage; and

  • Selecting a service appropriate to the product's value.

Standard change-of-mind exchanges

For an eligible change-of-mind or sizing exchange using our standard exchange service, a £4.95 exchange shipping charge applies.

This charge covers:

  • Our standard prepaid label for returning the original product; and

  • Standard delivery of one approved replacement product.

The £4.95 exchange shipping charge covers one return parcel and one standard replacement dispatch.

It does not include:

  • Express delivery;

  • Premium delivery;

  • Time-guaranteed delivery;

  • Additional exchange shipments; or

  • Bulky, oversized or specialist delivery.

Please start an exchange through our return process and use the return method we provide.

If you arrange your own return without our agreement, the exchange shipping charge may still apply to cover delivery of the replacement product.

Bulky, oversized and international products

The standard £3.95 service may not be available for bulky, heavy, oversized or international returns and exchanges, including certain:

  • Eligible climbing ropes;

  • Hangboards;

  • Large bags;

  • Training equipment; and

  • Crash or bouldering pads.

Where a different service is required, we will tell you the available return method and cost before the product is returned.

For goods that cannot normally be returned by post, the applicable return cost will be provided as required by law.

Faulty, damaged, unsafe or incorrect products

No £3.95 return or exchange shipping charge applies where the product is:

  • Faulty;

  • Damaged;

  • Unsafe;

  • Incorrect;

  • Not as described;

  • Not fit for its intended purpose; or

  • Otherwise not in conformity with the contract,

provided that we supply or approve the return method.

In those circumstances, we will arrange the return or cover reasonable standard return costs.

We will also bear any necessary standard postage cost of a repair or replacement where required by law.

Please contact us before purchasing an unusually expensive or expedited return service. We may limit reimbursement to a reasonable standard return cost where an unnecessarily expensive service was selected without our agreement.

Where we provide a return label or arrange a collection, you must follow the supplied instructions.

10. Refunds

Approved refunds will be made to the original payment method unless you expressly agree to another method.

Where you use our £3.95 prepaid label for a non-faulty change-of-mind return, that return-postage charge will be deducted from the amount refunded.

No £3.95 deduction will be made where:

  • You arranged and paid for your own return service;

  • The product was faulty, damaged, unsafe, incorrect or misdescribed; or

  • We agreed to bear the return cost.

We do not charge a restocking, handling or refund-administration fee.

A lawful deduction for diminished value under Section 8.4 is not a restocking or handling fee. It reflects the actual reduction in value caused by handling beyond what was reasonably necessary to inspect an eligible product.

For a statutory cancellation, we will issue the refund without undue delay and no later than 14 days after:

  • We receive the returned goods; or

  • Where applicable, you provide acceptable evidence that the goods have been sent back,

whichever occurs first.

We may withhold a statutory cancellation refund until we have received the goods or received acceptable evidence that they have been sent, unless we arranged to collect them.

For returns made solely under our voluntary policy during days 15 to 30, we will issue an approved refund no later than 14 days after receiving the returned product.

After we issue the refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

13. Faulty, Damaged, Unsafe or Incorrect Products

Products must be of satisfactory quality, fit for their intended purpose and as described.

If a product:

  • Is faulty;

  • Is unsafe;

  • Arrived damaged;

  • Is not as described;

  • Is not fit for its intended purpose; or

  • Is not the product you ordered,

please contact orders@theescapades.co.uk as soon as reasonably possible.

Where the Consumer Rights Act 2015 applies, you may have a short-term right to reject non-conforming goods during the first 30 days.

Depending on the timing and circumstances, you may alternatively or subsequently be entitled to:

  • A repair;

  • A replacement;

  • A price reduction; or

  • A refund.

Where you validly reject faulty or non-conforming goods, we will cover reasonable return costs and provide the appropriate remedy required by law.

Where you are legally entitled to a repair or replacement, we will bear the necessary standard costs, including applicable postage.

The £3.95 change-of-mind return or £4.95 exchange shipping charge will not apply.

For safety-critical equipment, including ropes, stop using the product immediately if you suspect a fault or safety issue. Opening, uncoiling or handling a rope does not remove your statutory rights where it is faulty, unsafe, damaged, incorrectly supplied or misdescribed.

We may request photographs, batch information or a description of the problem to help assess the issue, but this will not be used to unreasonably delay or deny your statutory rights.

Promptly reporting delivery damage helps us investigate the matter with the carrier, but failing to report it within an arbitrary short period does not remove your statutory rights.

Manufacturer warranties and commercial guarantees are additional to, and do not replace, your statutory rights.

14. Exchanges

We offer direct exchanges for eligible products where you require a different size or colour of the same product, subject to availability and the conditions in this policy.

Cut-to-order ropes are not eligible for non-faulty or change-of-mind exchanges. Manufacturer-precut and full-reel ropes are eligible only where all applicable conditions in Section 8 are met.

To request an exchange:

  1. Start the exchange using the return link in your order confirmation email or contact orders@theescapades.co.uk.

  2. Tell us the replacement size or colour required.

  3. Return the original product within the applicable return period using the instructions provided.

  4. Ensure the returned product meets all applicable product-condition requirements in this policy.

To qualify for an exchange, the returned product must be:

  • Unused and unworn, other than reasonable inspection or trying on where appropriate to the product;

  • Unwashed, unaltered and unmodified;

  • Clean and free from dirt, chalk, hair, odours, stains, damage or signs of use;

  • Complete with all components, accessories, manuals and supplied parts;

  • Accompanied by its original tags, labels, seals and retail packaging where supplied; and

  • Packaged securely to prevent damage during return transit.

Any product-specific conditions applying to climbing shoes, ropes, safety-critical equipment, sealed goods, bulky products or oversized products also apply to exchange requests.

A £4.95 standard exchange shipping charge applies to eligible non-faulty change-of-mind exchanges.

This charge covers:

  • The prepaid label for returning the original product; and

  • Standard delivery of one replacement product.

After the returned product has been received, inspected and approved, we will dispatch the replacement as soon as reasonably possible.

Exchange dispatch and delivery times are estimates and may be affected by:

  • Weekends;

  • Public holidays;

  • Stock availability;

  • Fulfilment location;

  • Parcel size; and

  • Carrier performance.

Replacement stock is not guaranteed until the exchange is processed.

Where operationally possible, we may temporarily reserve the requested replacement, but we cannot guarantee availability.

If the requested replacement is unavailable, we will contact you and may offer:

  • Another available size or colour of the same product; or

  • A refund in accordance with this policy.

If the replacement has a different price, we will contact you before dispatch.

Any additional amount must be paid before the replacement is sent. Any applicable lower-price difference will be refunded to the original payment method.

If you require a different product rather than a different size or colour of the same product, please return the original product for a refund and place a new order, provided the original product is eligible for return.

Bulky, oversized and international exchanges may use a different delivery service and may incur a different charge. We will confirm the available service and charge before arranging the return.

Exchanges of faulty, damaged, unsafe, incorrect or misdescribed products are dealt with under Section 13 and are not subject to the £4.95 change-of-mind exchange shipping charge where we provide or approve the return method.

Our voluntary exchange service does not restrict your statutory right to cancel an eligible online order and request a refund.