In Store Purchase By Appointment

In Store Purchase By Appointment

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Returns and Exchanges

Updated 01 Feb 2024

You are more than welcome to return unused items back to Rock+Run within 14 days of delivery for a refund, or within 28 days of delivery for an exchange or store credit.

Returns and Exchanges Summary

PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)
  • 14 days to return unused item for a refund, 28 days for an exchange or store credit
  • Customer pays for shipping to return items
  • First exchange sent out postage free

Full details on returns and exchanges can be found below. We are more than happy to help if you would like any further product or returns advice.

Tel: +44 (0)15395 64540 | Email: info@rockrun.com

 

What Can or Can't be Returned?

We are unable to accept a return on any of the following items

  • Books, CDs or DVDs to prevent copying of information
  • Consumables, e.g. Food and Batteries
  • Underwear
  • Cut lengths of rope
  • Gift Cards/Vouchers

We will accept any other unused items for return/exchange.

Please take reasonable care of the goods, as we are entitled to deduct an amount from the refund due to your poor handling.

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).

Climbing Safety Equipment

You can return Climbing Safety Equipment to us, 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 return/exchange on safety grounds.

 

How to Return?

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. Use 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 contact us.

Email: info@rockrun.com

Drop off at Our Showroom

You are more than welcome to drop off your return at our showroom where you can pick up online orders or speak to our friendly and experienced team if you need assistance with your order.

Rock+Run, Unit 4, Shoreline Business Park, Sandside, Milnthorpe, Cumbria, LA7 7BF.

Park in marked bays in front of our warehouse. Head away from the warehouse to the way you drove in. On the right side of the three storey building take the stairs next to the red elevator tower up to our showroom on the first floor.

Google Map Link

Normal Opening Hours: Monday - Friday: 9:00 a.m. - 4:30 p.m.

 

Return Details

From receiving your order you have 14 days to have it in the post to us for a refund, or 28 days for store credit.

We will refund the card which was used to place the order. Store credit is issued in the form of a gift code that can be used at checkout and is valid for 12 months.

We endeavour to process your refund or store credit within 2 working days of us receiving the goods. This should be well within your Statutory Rights of 14 days having left your possession. 

Unless you specifically cancel your entire order by emailing us with your name, order number, address and details of the cancelled item/s, you will not receive a refund for the basic rate of outgoing postage. Cancelling only applies to UK orders.

 

Exchange Details (UK only)

From receiving your order you have 28 Days to have it in the post to us for an exchange.

We endeavour to process your refund or store credit within 2 working days of us receiving the goods. This should be well within your Statutory Rights of 14 days having left your possession. 

Where the requested exchange 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.

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.

 

Missing, Wrong or Damaged in Transit

In the rare case that there is a missing or incorrect item in your order, or that your order has been damaged in transit, you must contact us within 2 Days and our customer service team will advise and resolve the issue.

For missing items please fully check your parcel, our packing team will sometime put smaller items the protection of other items in your order. For example brushes in chalk bags or carabiners in rucksacks.

If an item appears to have been damaged in transit, please take pictures of the packing and contents and email us.

Email: info@rockrun.com

 

Faulty Items (UK Orders)

We are sorry to hear there is a problem with your item.

Please email our customer service team with your order number a brief description of the issue and usage of the item with at least one photo of the issue and at least one photo of the full item. 

Our customer service team will start your warranty claim and provide information on the next steps of getting the product back to us.

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.

Email: info@rockrun.com

Warranty Claim Outcomes

We are responsible for dealing with your warranty claim. We are determining whether there was a fault with the product or whether it has been worn out in a "reasonable" time frame or damaged in use. There will be scenarios where we will need our supplier/manufactures guidance.

Time you have had the goods is also a factor and can alter 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 £8.95

If the return postage will cost more than this please contact us so we can advise or arrange an alternative.

Email: info@rockrun.co.uk

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, but it will be weeks not days.

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

A claim can be made up to 6 years after receiving your order and 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, but it will be weeks not days.

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.

 

Faulty Items (International Orders)

We are sorry to hear there is a problem with your item.

Please email our customer service team with your order number a brief description of the issue and usage of the item with at least one photo of the issue and at least one photo of the full item. 

A member of our customer service team will reply and provide further instructions.

Email: info@rockrun.com

 

ANYTHING ELSE...

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.

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.