Terms of Trade
At Gearshack, we want you to be completely satisfied with all purchases you make from us. In the event that you are not, and you wish to return a product to us, you may decide within 7 working days of the day after delivery, to cancel your order and return it for a credit against another product that we sell, or for a full refund. The only cost to you will be the insured postage costs that you will incur in returning the product to us.
Gearshack will refund the value of all returned goods excluding the original delivery charges providing that you notify of us of the cancellation within 7 working days of the day after delivery. Any unwanted goods are returned to us at your expense. All goods must be returned to us within 28 days of the delivery date. Goods returned to us after 28 days will be subject to an exchange only. This does not affect your legal rights.
The returned parcel and its contents are your responsibility until they reach us. We therefore recommend that you send all items by registered post, retaining proof of purchase and take reasonable care of the product, its packaging, any accessories and instruction manuals.
Unwanted goods returned to us after the initial 7 day cooling off period may be subject to a 30% re-stocking fee.
Refunds will be actioned within 30 days of the cancellation of your order. We aim to process all refunds within 14 days
Please note that the above cooling off period does not apply to business to business transactions.
Refunds will not be given on any used products unless they are found to be faulty.
All returns will be credited to you by the original method of payment.
Products we are unable to refund or exchange
We are unable to offer a refund or exchange on any 'Special order' product or any item that has been made to measure or that has been customised to meet a client's specific requirements.
Products designed for safety use cannot be returned if there is any possibility that these may have been used. Any damage to karabiners, ropes, slings etc could result in invisible stresses which may render the item dangerous. For the same reason that you should never buy second hand climbing or work at height equipment, and for our clients' safety (i.e. you), we do not accept returns unless it is demonstrable that the equipment could not have been used. For example, an uncoiled rope still packaged in its strapping could not have been used.
In the first instance please contact us with your intention to return your item. A member of our customer services team will log your return and provide you with an RMA number. Please note that items returned to us without a valid RMA number will not be processed and you will be asked to arrange collection from us.
Items returned to us that do not meet our returns policy will not be processed and you will be asked to arrange collection from us.
If you have any comments or queries in connection with our 'Refunds and returns' policy, please contact us. We aim to respond to all enquiries within one working day.