Returns

If you are not 100% satisfied with your purchase, you can return the product for a full refund or exchange within 30 days of purchase.

Please print out and fill in the following returns form here, enclosing it with the returned item. Alternatively, please emailreturns@ontheropes.com with your order Name, Address, Order Number, Item and reason for return.

Shipping

 
To return your product, you should mail your product to: 
10 St Mary's Drive 
Crawley 
West Sussex
RH10 3BD
UK

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.  

Any returned product must be in the same condition you received it with the original packaging undamaged.

Please do not send your purchase back to the manufacturer.

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 info@ontheropes.com.

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 info@ontheropes.com and send your item to: 
10 St Mary's Drive 
Crawley 
West Sussex
RH10 3BD
UK

If you have any questions regarding returns, please contact us on returns@ontheropes.com or call us on 0845 436 0000.