£69.95
£100.00
£64.95
£140.00
£64.95
£140.00
£44.95
£90.95
£130.00
£119.00
£170.00If you are unhappy with an order you are more than welcome to return any unused items back to Rock+Run within 28 days of delivery for an exchange or refund.
PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)
Full details on returns and exchanges can be found below. Please get in contact if you need any further product or returns advice.
Tel: +44 (0)15395 64540 | Email: info@rockrun.co.uk
For more details and information please refer to our full returns and exchanges information.
UK
INTERNATIONAL
ANYTHING ELSE...
What items cannot be Returned
A Note on Climbing Safety Equipment
You can return Climbing Safety Equipment to us (unlike some of our competitors), however we are very strict on condition. Everything must be as it was received, with all labels, tags and packaging still on the product. Ropes must not be unpacked or uncoiled. If we feel that the product has been used or is not as supplied we will refuse the cancellation on safety grounds.
Returning the Goods
Please take reasonable care of the goods and return them unused, as we are entitled to deduct an amount from the refund or refuse the return entirely to reflect any loss in value of the goods supplied, if the loss is the result of poor handling of the goods by you.
Examples of common issues that can be avoided: contact with dirt, chalk dust, animal hair or carpet fluff. Damaged product packaging, ripped bags, tape or return shipping labels directly attached to the product packaging (e.g. shoe boxes).
If you need to return particularly large or heavy items, we can provide a DPD Shop Return Service, for more information please CLICK HERE.
Instructions on Returning
Please use our returns form where possible.
PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)
If you do not have access to a printer, please make sure that all relevant information on the form is replicated and is clearly written on a note or letter.
Make sure that your return is suitably packaged and either in a box or wrapped in plastic and that our address is clearly visible on the outside of the package. Do not stick labels directly on product packaging and please avoid putting sticky tape on shoe boxes.
It is up to you to pay the postage to return any items to us. We recommend that you use a signed for service as we cannot accept any responsibility for parcels which go missing on their way back to us
We have noticed many of our customers end up overpaying for return postage, in most cases a basic signed for service will suffice. Royal Mail Signed For rather than Royal Mail Special Delivery for example. For large or heavy items we recommend the use an online courier. If you need any advice then please email us.
Exchanges
We endeavour to process exchanges within 2 days of us receiving the goods.
Where the requested item is out of stock we will contact you.
Price difference in exchanges may require additional payment, if so we will contact you so the difference can be paid. If the requested exchange is cheaper we can refund the difference automatically. Remember we can reduce value of any returned item to reflect the loss in value whilst the goods are in your possession.
We will not refund your return postage costs, however for the first exchange we will send out the items postage free.
We will dispatch the exchanged item using our standard postage options, If the exchange postage service is to be enhanced the difference must be paid.
Second and Subsequent Exchanges
Additional postage may be requested if the order value is below our free postage threshold. A member of our customer service team will be in contact if additional postage payment is required.
Time periods
All time periods quoted in this guidance will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes the time limits for returning goods and providing refunds.
In addition to the statutory 14 Day Cancellation Period, we have an extended 28 Day Returns Period for refunds and exchanges. To be entitled to a refund or exchange you must have dispatched your goods to us within 28 days of receiving your order. If we have not been contacted within the 14 day period to be notified of your return you will not receive a refund for the basic rate of outgoing postage.
What items cannot be Returned
A Note on Climbing Safety Equipment
You can return Climbing Safety Equipment to us (unlike some of our competitors), however we are very strict on condition. Everything must be as it was received, with all labels, tags and packaging still on the product. Ropes must not be unpacked or uncoiled. If we feel that the product has been used or is not as supplied we will refuse the cancellation on safety grounds.
Returning the Goods
Please take reasonable care of the goods and return them unused, as we are entitled to deduct an amount from the refund or refuse the return entirely to reflect any loss in value of the goods supplied, if the loss is the result of poor handling of the goods by you.
Examples of common issues that can be avoided: contact with dirt, chalk dust, animal hair or carpet fluff. Damaged product packaging, ripped bags, tape or return shipping labels directly attached to the product packaging (e.g. shoe boxes).
If you need to return a particularly large or heavy item(s), we can provide a DPD Shop Return Service, for more information please CLICK HERE.
Instructions on Returning
Please use our returns form where possible.
PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)
If you do not have access to a printer, please make sure that all relevant information on the form is replicated and is clearly written on a note or letter.
Make sure that your return is suitably packaged and either in a box or wrapped in plastic and that our address is clearly visible on the outside of the package. Do not stick labels directly on product packaging and please avoid putting sticky tape on shoe boxes.
It is up to you to pay the postage to return any items to us. We recommend that you use a signed for service as we cannot accept any responsibility for parcels which go missing on their way back to us
We have noticed many of our customers end up overpaying for return postage, in most cases a basic signed for service will suffice. Royal Mail Signed For rather than Royal Mail Special Delivery for example. For large or heavy items we recommend the use of an online courier. If you need any advice then please email us.
Refund
We will refund the card which was used to place the order, and endeavour to process your refund for the returned items within 2 days of us receiving the goods. This should be well within your Statutory Rights of 14 days having left your possession.
Time periods
All time periods quoted in this guidance will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes the time limits for returning goods and providing refunds.
You can cancel an Order 14 days after taking possession of the goods for a full refund. We require a notice of cancellation by email - with your name, order number, address and details of the cancelled item/s. If we have not been contacted within the 14 day period to be notified of your return you will not receive a refund for the basic rate of outgoing postage.
Which Items Cannot be Cancelled
A Note on Climbing Safety Equipment
You can return Climbing Safety Equipment to us (unlike some of our competitors), however we are very strict on condition. Everything must be as it was received, with all labels, tags and packaging still on the product. Ropes must not be unpacked or uncoiled. If we feel that the product has been used or is not as supplied we will refuse the cancellation on safety grounds.
Returning the Goods
Please take reasonable care of the goods and return them unused, as we are entitled to deduct an amount from the refund or refuse the return entirely to reflect any loss in value of the goods supplied, if the loss is the result of poor handling of the goods by you.
Examples of common issues that can be avoided: contact with dirt, chalk dust, animal hair or carpet fluff. Damaged product packaging, ripped bags, tape or return shipping labels directly attached to the product packaging (e.g. shoe boxes).
It is your responsibility to get the goods back to us within 14 days of your notice of cancellation and for you to pay the return postage costs. If you need to return particularly large or heavy items, we can provide a DPD Shop Return Service, for more information please CLICK HERE.
Instructions on Returning
Please use our returns form where possible.
PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)
If you do not have access to a printer, please make sure that all relevant information on the form is replicated and is clearly written on a note or letter.
Make sure that your return is suitably packaged and either in a box or wrapped in plastic and that our address is clearly visible on the outside of the package. Do not stick labels directly on product packaging and please avoid putting sticky tape on shoe boxes.
It is up to you to pay the postage to return any items to us. We recommend that you use a signed for service as we cannot accept any responsibility for parcels which go missing on their way back to us.
We have noticed many of our customers end up overpaying for return postage, in most cases a basic signed for service will suffice. Royal Mail Signed For rather than Royal Mail Special Delivery for example. For large or heavy items we recommend the use an online courier. If you need any advice then please email us.
Refund
We will refund the card which was used to place the order, and endeavour to process your cancellation within 2 days of us receiving the goods. This should be well within your Statutory Rights of 14 days having left your possession.
Our outgoing postage will only be refunded at the basic shipping rate and remember we do not refund your postage costs for sending the item back and we can reduce the refund to reflect any loss in value whilst the goods are in your possession.
Time periods
All time periods quoted in this guidance will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes all cancellation periods and the time limits for returning goods and providing refunds.
We are sorry to hear there is a problem with your item.
If the delivered item(s) do not match your order, are damaged or incorrectly supplied, please contact us via email within 14 days to discuss a refund, repair or replacement.
Upon confirmation we can arrange for the collection of the item by our courier, we will discuss a proposed collection date with you. Alternatively, we can arrange to send a returns label to you for you to drop off the item(s) at a DPD drop off location/Post Office.
We will require you to send us a photo of any damaged or incorrectly supplied goods for our records to assist us in taking appropriate action.
Please include your customer order details with the item(s) to be returned, as these are necessary for processing a return.
We are unable to give refunds for damaged or incorrectly supplied items not notified within 14 days.
It is our responsibility to deal with you in regard to the return, rather than you going directly to the manufacturer - your contract of sale is with us, the retailer.
Faulty goods can be returned to us at any time, however please forewarn us with an email or phone call. Any photos you can supply remotely may aid us in speeding up a potential resolution of the issue.
For health and safety reasons please make sure any returned items are clean and dry. If they are not, we reserve the right to return them to you immediately without action.
The time since you received the item and us being aware of the issue will greatly determine the outcome.
30 Days
Upon confirmation of a fault, which was present within 30 days of you receiving the goods, you are entitled to a full refund. This includes our original postage and your return postage to a maximum of £8.00
If the return postage will cost more than this please contact us so we can advise or arrange an alternative.
6 Months
We have an opportunity to prove that the fault was not there when you received the goods, i.e. that it had been damaged in use or worn out. This may require us to send on the item to the manufacturer if a fault is not immediately obvious and/or requires a more technical opinion. We will ensure this process takes as little time possible.
We then have the opportunity to repair or replace the faulty goods where possible and if we cannot then we will refund you the value of the item and the original postage at our standard postage rate.
Over 6 Months
It is up to you to prove that the item was faulty when received. If this can be done we will accept your return. We may send the item to the manufacturer if a fault is not immediately obvious and requires a more technical opinion. We will ensure this process takes as little time possible.
After six months a partial refund is all that is required from us and the refund amount will be treated on a case by case basis.
Instructions on Returning
Please use the returns form where possible.
PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)
If you do not have access to a printer, please make sure that all relevant information on the form is replicated and is clearly written on a note or letter.
Make sure that your return is suitably packaged and either in a box or wrapped in plastic and that our address is clearly visible on the outside of the package.
It is up to you to pay the postage to return any items to us. We recommend that you use a signed for service as we cannot accept any responsibility for parcels that go missing on their way back to us.
We notice many of our customers end up overpaying for return postage, in most cases a basic signed for service will suffice. Royal Mail Signed For rather than Royal Mail Special Delivery for example. For large or heavy items it is often best to use an online courier. If you need any advice then please email us.
You may return any order within 28 days of you receiving the order.
We will only process a refund on any items returned. You will have to place a new order online if you want a different item.
What items cannot be Returned
A Note on Climbing Safety Equipment
You can return Climbing Safety Equipment to us (unlike some of our competitors), however we are very strict on condition. Everything must be as it was received, with all labels, tags and packaging still on the product. Ropes must not be unpacked or uncoiled. If we feel that the product has been used or is not as supplied we will refuse the cancellation on safety grounds.
Returning the Goods
Please take reasonable care of the goods and return them unused, as we are entitled to deduct an amount from the refund or refuse the return entirely to reflect any loss in value of the goods supplied, if the loss is the result of poor handling of the goods by you.
Examples of common issues that can be avoided: contact with chalk dust, animal hair or carpet fluff. Damaged product packaging, ripped bags, tape or return shipping labels directly attached to product the packaging (e.g. shoe boxes).
Instructions on Returning
Please use our returns form where possible.
PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)
If you do not have access to a printer, please make sure that all relevant information on the form is replicated and is clearly written on a note or letter.
Make sure that your return is suitably packaged and either in a box or wrapped in plastic and that our address is clearly visible on the outside of the package. Do not stick labels directly on product packaging and please avoid putting sticky tape on shoe boxes.
It is up to you to pay the postage to return any items to us. We recommend that you use a signed for service as we cannot accept any responsibility for parcels which go missing on their way back to us.
Refund
We will refund the card which was used to place the order, and endeavour to process your refund for the returned items within 2 days of us receiving the goods.
If you are outside the UK and have a faulty item please email us and attach photos of the fault where possible. A member of our customer service team will reply and provide further instructions.
Purchased with a Gift Card, Voucher or Store Credit
If you have used a Gift Card, Voucher or Store Credit, your refund will first be credited back to these alternative methods before any extra is put back onto your card.
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