By law, customers in the European Union have the right to cancel the purchase of an item within 14 days beginning from the day you receive a good (or goods) ordered by you. This applies to all of our products sold on our web shop except for digital items (e.g. Digital PDF downloads) that are provided immediately to you.
To cancel a purchase within the 14 day cooling-off period, you must contact us directly at firstname.lastname@example.org or call +44 (0)333 200 2602 between the hours of 9am and 5pm (GMT) Monday to Friday.
For purchases by customers from outside of the European Union, we will allow an order cancellation and refund provided the product has not been dispatched for delivery.
As soon as you place your order you will receive an order confirmation email. This means that we have received your order in our system and authorized your credit card for the purchase.
As soon as we receive your order we will process the item for shipment within 5 business days (excluding bank and public holidays) from the date of your order.
Returns and Refunds
Please note that you'll be responsible for the costs of returning any items to us unless we delivered the item to you in error. Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 28 days of your purchase.
How to Return an Item
1. Use the return section of our website or,
2. Please email email@example.com, or call +44 (0)333 200 2602 between the hours of 9am and 5pm (GMT) Monday to Friday, to request a refund.
3. Mail your returned item to:
1 Rock Lane West
4. Include in your package a signed letter stating the reason for your return and a copy of your emailed order confirmation.
Faulty or Damaged Goods
In the unlikely event of your goods being faulty we will offer to replace these goods at no extra charge, or we will offer a full refund. The faulty goods must be returned, to enable us to claim off our supplier or courier. Faulty goods must be reported to Safeclimb within 7 working days. If we are not informed within this period a refund will not be given. If returning faulty goods, customers should inform us by email prior to returning the goods, you will then receive a retunes number, which must be sent, with your parcel. If your parcel is damaged upon delivery you are covered by postal insurance and you are advised not to sign for the parcel and to contact us as soon as possible for us to claim for the damaged items and resend your parcel. Any parcels that are refused a signature will be returned to us.