At R&W Rope Sales Shop, we stand behind the quality of our professional-grade ropes and climbing gear just as we stand behind our commitment to customer satisfaction. If you’re not completely satisfied with your purchase, we’ll make it right.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. All returned items must be:

  • In original, unused condition
  • In original packaging with all tags attached
  • Accompanied by the original receipt or order confirmation

Non-Returnable Items

Due to safety and hygiene considerations, the following items cannot be returned or exchanged:

  • Cut-to-length rope products (custom lengths)
  • Used climbing or safety gear
  • Closeout & surplus items (clearly marked in product description)

How to Return an Item

Step 1: Request a Return Authorization

Email our customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number]

Body:
Dear R&W Rope Team,

I would like to request a return/exchange for my recent order #[Your Order Number].
Product Name: [Product Name]
Reason for Return: [Reason – e.g., Wrong Size, Defective, etc.]
Preferred Resolution: [Refund/Exchange for (specify product if exchanging)]

Please provide return instructions at your earliest convenience.

Sincerely,
[Your Full Name]
[Your Contact Information]

Step 2: Package Your Return

Once approved, you’ll receive a Return Authorization Number (RMA) and shipping instructions. Please:

  • Securely package the item(s) in the original packaging
  • Include a copy of your order confirmation or packing slip
  • Write the RMA number clearly on the outside of the package

Step 3: Ship Your Return

Ship your return to:

R&W Rope Sales Shop
Returns Department – RMA #[Your RMA Number]
3539 Crowfield Road
Albuquerque, NM 87101
USA

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error. We recommend using a trackable shipping service.

Refund Processing

Once we receive and inspect your return:

  • Refund Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after we receive your return
  • Bank Processing: Additional 3-10 business days may be required for the refund to appear on your statement, depending on your financial institution

Exchanges

For exchanges:

  1. Follow the return process above
  2. Clearly indicate in your return request what product you’d like to exchange for
  3. We’ll ship your replacement item once we receive your return
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a replacement or refund and provide a prepaid return label if needed

Professional-Grade Assurance

We understand that our customers – professional climbers, arborists, and marine specialists – rely on our products for critical applications. That’s why we maintain rigorous quality control standards and stand behind every product we sell.

Questions? Contact our customer service team at [email protected] or call +1 (505) XXX-XXXX during Mountain Time business hours.