Refund policy
Refund Policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused and in its original packaging. You'll also need your receipt or proof of purchase.
Please note that the following items cannot be returned:
- Fresh cut or perishable items (e.g. hazel poles, willow, holly, organic produce) — these are non-returnable by nature
- Bespoke or custom orders
- Sale items or gift cards
To start a return, contact us at Ryan@Climb-Hire.co.uk. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Returns should be sent to: 41, Windermere Court, North Anston, S25 4GJ
Damages & Wrong Items
Please inspect your order on arrival and contact us immediately if your item is defective, damaged, or incorrect. We'll evaluate the issue and put it right as quickly as possible. Photo evidence may be required for damaged items.
Exchanges
The quickest way to exchange an item is to return the original (once accepted) and place a new order separately.
Refunds
Once we've received and inspected your return, we'll let you know whether it's been approved. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank to post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at ryan@climb-hire.co.uk
UK Statutory Rights
Your statutory rights under UK consumer law are not affected by this policy.
www.TopLockFarm.com is the trading website address for Ryan Stiff Sole Trader.