Refund policy

Returns Policy

We want you to love anything you buy from us. If you don’t, and if we can’t resolve the problem, you can return the product for a full refund of the purchase price and delivery.

We don’t need the item back in the condition you received it. In fact, we would prefer you to try the product out first. If you have fitted it and you decide it won’t do the job we will accept it back in a used condition and still issue a full refund.

If the product you received is damaged or parts are wrong or missing, we will try to resolve this by sending the correct parts.

If you decide to send anything back to us we’d love to know why. Please contact us for a chat before you return anything to see if we can resolve any problems. We cannot accept returns without a Returns Number which we will give you via phone or email.

Return Shipping

Please make sure the product is re-packaged if you have unwrapped the parts. Re-package the parts in the original cardboard packaging. In particular, please wrap the hooks and fittings so they do not damage the rail while in transit.

It is your responsibility to return the item to us using a reputable courier with adequate tracking and insurance in case the item is lost or damaged.

We will not be able to issue a refund if we do not receive the item back at all or if it has been damaged in transit.

We will pay the return shipping costs if you think the product is not as described or for some other reason that is our fault.

Lifetime Guarantee

In addition to our Returns Policy our Lifetime Guarantee will cover the product for as long as you own it. We will replace or repair any broken parts and send them to you Free of Charge.

Refunds

All returns must be accompanied by a Returns Number. Once your return is received we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-3 days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Returns@GearHooks.com.