1300 880 858

RETURNS

Due to the safety critical nature of the equipment we sell, we operate a strict returns policy.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and still sealed.  Once opened we cannot accept the equipment back into stock.  You have 30 days to contact our customer service team to request a return.  After 30 days it will not be considered.

If you are returning an item because you have changed your mind about the purchase, then you will be responsible for return postage.  Please DO NOT post until it has been agreed that we will receive it back into stock and a returns number issued to you for reference.  The returns number must be clearly printed on the item packaging.  Items received by us without this information will not be considered.

If we have sent you the wrong goods, items that differ from your original order or other erroneous items, then we will arrange collection from your address and return them to our warehouse.  If the item is found to NOT be in error and free from defects, no refund will be given and the shipping costs will need to be paid for in full by the customer.

To complete your return, we will require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer. It must come through us to submit it through the correct warranty claim channels.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at chris@rope-access.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at chris@rope-access.com.au and send your item to: PO Box 408, Mermaid Beach Gold Coast Queensland AU 4218.


Shipping
To return your product, you should mail your product to: PO Box 408, Mermaid Beach Gold Coast Queensland AU 4218

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Cancellations (Training)

We understand that sometimes commitments change and that may have to cancel your booked training session with us. This is OK in the following circumstances.

1. The Booking is more than 5 days away from commencing. In this instance a FULL REFUND will be issued OR you can roll over your booking to another date.

2. If the Booking is in less than 5 days (but more than 48 hours) a Booking Fee will be withheld to the sum of $50.00 OR you can roll over your booking to another date.

3. If the booking is in the next 48 hours unfortunately a refund is NOT possible, however we can roll over your booking to another date. A $50 Booking and Admin fee will be charged in this instance.

Any Question or Concerns please Call Us on 

1300 880 858