RETURN, EXCHANGE OR MONEY BACK?
It may be that your purchased products are not to your liking. On this page we explain the rules of returning, exchanging and refunding.
We will accept returns and / or exchanges under the following conditions:
- If the items are covered by the return policy, they can be returned within 14 days of receipt.
- The articles are in good, unused condition and still in the original packaging.
- The cost of returning are for the customer, provided we send you the wrong product. In the latter case, please contact us first.
For more information, we like to refer to our terms and conditions of sale.
Please contact us first to discuss the return. This can be done by email, phone or through the form at the bottom of this page. Of course we would like to hear the reason for return or exchange. Also mention the invoice number (or order number) and your contact details.
We would like to ask you to wait with the return until you have received a reply from us. Then you can print out the mail you received from us and put it in the box. That speeds up further processing.
Only then can you return the item to us. This can be sent to the following address:
1019 BV Amsterdam
Ensure good packaging of the item to prevent damage during transport. When you send it back in the same box as you received it, it's even better for the environment! Of course you can also come to our office in Amsterdam to return your purchase.
When we receive the returned article, we will let you know via e-mail. After that, we will send the correct item to you as soon as possible or refund the purchase amount to you.
Once we have received the returned item and find it is in good condition, we will credit the amount to your account within 14 working days. The amount will be returned to the bank account, PayPal account or credit card with which you paid for the order.
We cannot take back customized products. For example a ropes that has been spliced or a rope that has been cut to length. For advice on rope lengths and diameters, there are very good guidelines that can be found on our website. Have a good look at these before purchasing ropes from us. Customized products also include products that have been specially ordered for you and fall outside our standard range. We cannot take back these products.
The above also applies to stainless steel rope wire. We therefore recommend that you watch the videos on our website before you place an order. These instructional video’s explain how to measure stays, shrouds and guard rails to avoid errors.
Issued Gift Cards are non-refundable and non-exchangeable.
Additional charges for special shipping options are also non-refundable. These are, for example, deliveries within 24 hours or for a specific time.