Returns & Refunds Policy

Applies to: Online orders from [Your Brand Name]

Last updated: 02 August 2024

Custom-Cut Paracord (Made to Your Length)

Every paracord order is cut to your chosen length and is therefore treated as a custom/bespoke item. Under the UK Consumer Contracts Regulations (2013), custom items are not returnable unless faulty or incorrect.

Goodwill Partial Refund for Custom-Cut Lengths

If you ordered the wrong length/colour by mistake, we may accept a return for a partial refund at a reduced rate of £0.50 per metre. This reduction reflects waste, handling and inspection.

  • Return request must be made within 14 days of delivery.
  • Lengths must be unused, unwashed, and resellable.
  • Postage is not refundable (see “Postage & Costs” below).
  • We reserve the right to refuse returns that do not meet these conditions.

Faulty or Incorrect Items

If the item is faulty or we sent the wrong specification (e.g., type/colour/length), contact us within 14 days. We will arrange a replacement or full refund and cover return postage.

Non-Custom Items (e.g., Full Reels & Accessories)

Unused, unopened non-custom products may be returned within 14 days of receipt for a refund.

  • Items must be in original packaging and resale condition.
  • Return postage is the buyer’s responsibility.
  • A restocking fee of up to 15% may be applied to cover handling and repackaging.

Postage & Costs

  • Original and return postage are non-refundable unless the item is faulty or incorrect.
  • For goodwill partial refunds on custom-cut items, only the reduced per-metre value is refunded.

How to Start a Return

  1. Email us at returns email within the relevant timeframe.
  2. Include your order number, details of the issue, and photos if applicable.
  3. We’ll confirm eligibility, provide the return address, and next steps.

Clear Up-Front Disclosure (What You’ll See at Checkout)

We clearly state on all custom product pages and at checkout:
“Custom-cut paracord is non-returnable and non-refundable, except if faulty or incorrect. A small goodwill refund may be offered at a reduced rate of £0.50 per metre.”

This policy summarises your rights and our procedures. It does not limit your statutory rights. For questions, contact returns email.