Shipping, returns and store terms

Who you are buying from

Rope Rogue is operated by Chad Edwards, sole trader, ABN 80 695 331 412, in Victoria, Australia. We are the retailer responsible for your order and your Australian Consumer Law rights, even where a workshop partner packs and dispatches the product.

Prices and payment

Prices and checkout totals are in Australian dollars. Card payments are processed securely by Pinch using Visa, Mastercard or American Express. We do not receive or store your card details and we do not add a payment surcharge. Your card issuer may charge currency-conversion or international transaction fees.

An order is accepted when payment is confirmed and we send an order confirmation. If an item is unavailable after payment, we will offer a full refund or an alternative only with your agreement.

Shipping

We currently deliver to Australia, New Zealand, Canada, the United States, Singapore and Japan. Australia-wide standard shipping is $9 for orders under $100 and free for orders of $100 or more. International standard shipping is calculated at checkout from the destination and exact cart using the live standard carrier rate available through our fulfilment partner, rounded up to the next whole Australian dollar.

Orders are usually prepared for dispatch within 1–5 business days; please allow up to 7 business days during busy periods. Carrier timeframes are estimates and vary by destination. Tracking will be emailed when available.

International delivery is Delivered at Place (DAP). The recipient is the importer and is responsible for destination-country import duty, GST, VAT, sales tax, customs brokerage, postal handling and other clearance charges unless checkout expressly says a particular charge is included. We currently do not collect those destination charges. Customs authorities or the carrier may require payment or information before delivery.

We declare commercial orders accurately using the sale price, product description and Australian origin. We will not mark an order as a gift or understate its value. International delivery estimates exclude customs delays.

If an order is unreasonably delayed, lost or damaged in transit, contact us by replying to your order confirmation. We will investigate and provide any remedy required by the Australian Consumer Law. If we expressly agree that delivery by a particular date is essential and cannot meet it, you may cancel for a refund.

Cancellations and change of mind

Contact us as soon as possible if you want to cancel. If fulfilment has not begun, we will cancel and refund the order to the original payment method. Once fulfilment or dispatch has begun, cancellation may not be possible.

In addition to your legal rights, we accept change-of-mind return requests made within 14 days after delivery. The rope must be unused, unmarked, complete and in its original condition. Contact us before returning anything; we will provide the correct return address. You are responsible for change-of-mind return postage, and the original delivery charge is not refundable. We issue the product-price refund after the return is received and inspected.

If an international parcel is refused, unclaimed or returned because the recipient did not pay import charges or provide required clearance information, we may deduct the actual outbound postage, return postage and non-recoverable carrier or customs charges from any change-of-mind refund after the goods return to us. This does not limit a remedy required by applicable consumer law.

This voluntary change-of-mind policy does not limit any rights you have for faulty or misdescribed products.

Faults and Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. They must be of acceptable quality, safe, match their description and be fit for any purpose you told us about and we agreed to.

For a major problem, you may choose a refund or replacement. For a minor problem, we may provide a repair or replacement within a reasonable time; if we cannot, you may be entitled to another remedy. We may ask for proof of purchase, photographs and a reasonable opportunity to assess the product.

You may initially need to post an easily returned product to us. If the product is confirmed to have a problem covered by the consumer guarantees, we will reimburse reasonable return costs. Original packaging is not required for a faulty-product claim.

Consumer guarantees do not cover damage caused by misuse, accidental damage, normal wear or using a rope contrary to its instructions. These ropes are exercise and flow-training products. They are not climbing, rescue, towing, lifting, restraint or load-bearing ropes.

Privacy

We use the contact, delivery and order information you provide to take payment, fulfil and support your order, prevent fraud and keep records required by law. We share only what is needed with Pinch, our fulfilment partner, delivery providers, customs authorities and clearance providers. We do not sell your personal information.

Contact

For an existing order, reply to the receipt so we can identify it quickly. You can also email orders@roperogue.qrx.au.