Taking it down

Where returns are handled

Returns run through the same product listing the order was placed on. The window, the label and the refund are all managed there, and that is the fastest route by some distance.

Keep the packaging for a week

A line that has been up and come down again goes back far more easily in the box it arrived in. Coil the straps rather than folding them and put the carabiners back in their bag.

Missing or damaged parts

A single missing buckle should not mean returning an entire kit. Raise it on the listing first and ask for the part. If that stalls, write to us with the order details and a photograph and we will chase it from our end.

Wear is not a fault

Webbing fades and fuzzes with sun and use, and steel picks up marks. Those are signs of a line that got used. A cut, a cracked weld or a gate that will not close is a different matter — stop using the piece and tell us.