At Southern Ropes UK, we take pride in the quality and performance of our products. If you are not completely satisfied with your order, our returns policy is designed to be fair and straightforward.
Returns
- We offer a 30-day return window from the date of delivery.
- To be eligible, items must be:
- Unused, uncut, and in their original condition.
- Supplied with original packaging, labels, and documentation.
- Accompanied by proof of purchase.
- Returns must be authorised in advance. Please contact [email protected] before sending any items back. Returns received without prior approval cannot be accepted.
Restocking Fee
- For returns where the goods are not faulty, a 15% restocking fee will apply to cover inspection, handling, and repackaging costs.
- This fee will be deducted from the refund amount.
- Restocking fees do not apply to defective or incorrectly supplied items.
Shipping Costs
- Customers are responsible for return shipping costs unless the goods are faulty, damaged, or incorrectly supplied.
- We recommend using a tracked delivery service for all returns.
- Southern Ropes UK is not responsible for items lost or damaged during return transit.
Non-Returnable Items
Please note that we cannot accept returns on:
- Custom-made or cut-to-length ropes (including spliced or terminated assemblies).
- Special orders manufactured to customer specification.
- Sale items or discontinued stock.
Damaged or Incorrect Items
If your order arrives damaged, defective, or not as expected, please notify us within 7 days of delivery. We will assess the issue promptly and arrange either a replacement, repair, or refund as appropriate.
Exchanges
If you require an alternative product, the quickest method is to place a new order and return the original (if eligible) for a refund.
Refunds
- Once your return is received and inspected, we will confirm whether a refund has been approved.
- Approved refunds will be processed to the original payment method.
- Please allow up to 10 working days for your bank or card issuer to process the transaction.
Contact
For all return and refund enquiries, please contact:
📧 [email protected]
📞 +44 (0) 1489 589 333
