Help

Getting Help

Please use the contact form or call us on 01752 927060

Postage & Delivery

We aim to dispatch all orders received by 3:00pm the same day (excludes weekends and bank holidays)

Shipping Charges

UK Delivery

Delivery AreaCostDelivery Time
UK Next Working Day Delivery FREE Next Working Day Delivery

European Delivery

Delivery AreaCostDelivery Time
Zone 1
Belgium
France (Inc Monaco)
Germany
Luxembourg
Netherlands
Rep Ireland
£9.95
FREE on orders over £300
2 Days
Zone 2
Austria
Denmark
Liechtenstein
£11.99
FREE on orders over £300
3 Days
Zone 3
Czech Republic
Italy
Slovakia
Spain
£14.99
FREE on orders over £300
3-4 Days
Zone 4
Estonia
Finland
Hungary
Poland
Portugal
Slovenia
Sweden
£19.99
FREE on orders over £350
4-5 Days
Zone 5
Bulgaria
Greece (inc islands)
Cyprus
Latvia
Lithuania
Romania
£28.99
FREE on orders over £350
4-6 Days

Worldwide Delivery

Delivery AreaCostDelivery Time
Zone 6
Guernsey
Jersey
Norway
Switzerland
£28.99 (ex VAT)
FREE on orders over
£300 (ex VAT)
4-7 Days
Zone 7
Canada
Falkland Islands
USA
£35 (ex VAT)
FREE on orders over
£400 (ex VAT)
2-5 Days
Zone 8
Australia
Hong Kong
Japan
South Korea
£45 (ex VAT)
FREE on orders over
£1000 (ex VAT)
3-4 Days

BFPO Delivery

Delivery AreaCostDelivery Time
BFPO
Max 2kg
£6.99 Not Available

Returns Information

Returning Unwanted Goods

You can return un-opened/un-used goods within 30 days of receipt.
You must pay for the postage to return the goods to us or we can arrange collection which will be chargeable.
Once the goods have been received by us and inspected we will issue a refund for the cost of the goods returned subject to them being in a resalable condition (i.e. with the sales tags attached, packaging in tacked and goods unused).
We reserve the right to charge a reasonable re-stocking fee for any goods returned un-wanted if they do not meet this criteria.

Climbing Equipment

Any piece of climbing equipment that is incorporated into the safety system is excluded from our returns policy (except in the situation where it is faulty or defective, see below).

How to Return an Item - please read carefully

  • Include a copy of your original order receipt
  • Specify if you would like a refund or exchange for a different size/colour
  • Ensure the goods are well packaged
  • Do not write on, or mark any product packaging
  • Insure the item/s during transit in case they are lost

How to return your item/s

We recommend returning the item using Royal Mail Special Delivery or Signed For for items under £50 when sending from your local Post Office, together with adequate insurance to cover the cost of the item/s or an alternative tracked mail service. Insurance is at your discretion. All goods returned remain your responsibility during transit and until signed for by ourselves or an appointed agent.

Please return the goods to:

Rough Gear Returns
22 Plympton Park
Bell Close
Plymouth
PL7 4FD

What happens next

If the goods are still in a resalable condition (i.e. with the sales tags attached, unused) we will refund the cost of the goods to your original payment method or if you have requested send a replacement size/colour. You will receive email confirmation of this.

Notes

Please note that under the Consumer Rights Act 2015 you do have a 'duty of care' towards the goods. Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packaging, accessories. Do not write directly on the packaging with pen/ink. Any free or bundled gifts received with the product must also be returned.

Returning Faulty or Defective goods

If your goods appear to be faulty please contact us first before returning them as we may need additional information in order to get the fault fixed quickly.

Email [email protected] quoting your order number in the subject and explain the fault. If possible include photos of the fault. We will then respond with details of how and where to return your goods.

If your goods are found to be faulty as a result of a manufacturing defect you will be entitled to a refund of your return postage (Postage will be refunded to a reasonable amount). Please obtain a proof of posting certificate from the Post Office which will allow us to process the refund for your return postage costs.

PLEASE NOTE: Do not return faulty goods without a valid RMA as it will take longer to process them.

Security & Privacy

Safe and secure experience when using Rough Gear

Full site SSL encryption

Information Collected By This Web site
When you visit this web site, some information, such as the site that referred you to us, your IP and email address, and navigational information, may be collected automatically as part of the site's operation. This information is used to generate user profiles and to personalise the web site to your particular interests it allows us to improve the web site to provide better functionality for you in the future. On some occasions we may ask you to provide information on online forms. Providing information on online forms is always voluntary, and you are free not to complete any online forms. If you choose not to, however, some products and services may not be available to you.

Use and disclosure of personal information
Rough Gear will not provide Personal Information to any third party unless you have provided your express permission for Rough Gear to do so.
Rough Gear will not disclose information that personally identifies you to advertisers. Rough Gear may, in some circumstances, disclose aggregate information to advertisers that does not personally identify you, but allows advertisers to evaluate the number of users that have seen or linked to their advertisements on the Site.

Rough Gear will, if you so request, from time to time send you advertising material and special offers. Such material will not be sent unless you request us to do so.

Links to Other Web sites
The sites to which we link, including but not limited to the sites of subsidiaries and third party content providers, may have different privacy policies and practices from those disclosed here. We assume no responsibility for the policies or practices of linked sites and encourage you to become acquainted with them.

Questions or Concerns
If at any time you believe that Rough Gear has not followed the above policy, please contact us. We will make reasonable efforts to identify and correct any problem.

Company Information

Company Number: 7205018
VAT Number: GB140210187
Registered Address:
Unit 22 Plympton Park
Bell Close
Plymouth
PL7 4FD