Our refund policy works hierarchical; first we follow the refund policy set by the European Union ( https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/ ), than we follow the rules set by the Dutch government on updates, changes and additions to the EU rules ( https://business.gov.nl/regulation/long-distance-sales-and-purchases/ ) and finally our additions to these rules, your warranty. Our warranty is as follows.
The Return & Refund Policy is only applicable to regular priced products online. Any online orders for products marked as “All Sales Final”, “Final Sale” or “Sale” cannot be altered or cancelled. Products marked as “All Sales Final”, “Final Sale” or “Sale” cannot be returned.
Online Returns
A regular priced product may be returned for a refund in its original unused condition within 14 days of purchase. Products must be returned in the original box and/or packaging. All returns are subject to a 15% restocking fee based on the total sale amount of the product (excluding any applicable taxes and shipping fees), even if the package has not been opened. This includes any online orders returned as undeliverable by a mail carrier.
After your return is received and inspected, we will send you an email notifying you that we have received the returned product and whether or not the return has been approved for a refund.
All approved refunds will be credited to your original method of payment. If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 2-10 Business Days after your credit is processed for it to post to your account.
Return Shipping
You will be responsible for all shipping costs associated with any returns. Shipping costs are non-refundable.
You should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Late or missing refunds
If you were notified that your return was accepted and you have not received a refund yet, first check with your bank or credit card company, it can take up to 5 to 10 Business Days for refunds to post. Refunds processed through PayPal may take up to 30 days to post.
If you have waited the applicable number of days noted above, checked with your bank or credit card company and still have not received your refund, please contact us at info@ropemarks.com.
Defective, Damaged or Wrong Product
Should you receive defective, damaged or the wrong product, please email our customer service team at info@ropemarks.com include photo(s) of the product before you start the return process.
Exchanges
We are unable to offer exchanges at this time.
Special Promotions and Limited Edition Product
Special promotion and limited edition products are not eligible for return.
Policy Subject to Change
Any exceptions to our Return & Refund Policy will be considered on a case-by-case basis at RopeMarks’ sole discretion.
