OVERVIEW

This Returns & Refunds Policy applies to all hire and sale transactions with Rope & Marine Services Ltd (“we”, “us”, “our”).

This policy should be read alongside our Terms & Conditions of Hire & Sale. By placing an order, hiring equipment, or purchasing goods from us, you agree to this policy.

Unless expressly agreed otherwise in writing, we supply goods and hire equipment primarily for commercial use.

PART A – HIRE EQUIPMENT

1. Cancellation of Hire

1.1 Once Plant has left our depot, Delivery charges apply in accordance with our Terms & Conditions.

1.2 Cancellation of hire prior to dispatch must be made in writing. We reserve the right to charge reasonable administrative or preparation costs.

1.3 The minimum hire period is one week. No refunds or reductions will be given for early return within the minimum hire period.

3. Faulty or Defective Plant

3.1 The Hirer must inspect Plant upon delivery.

3.2 Any issue must be reported immediately and in writing.

3.3 If Plant becomes inoperable due to mechanical breakdown (not caused by misuse, negligence, damage or breach of terms), we will, at our discretion:

• Repair the Plant;

• Replace the Plant; or

• Adjust hire charges proportionately for the period of confirmed breakdown.

3.4 We are not liable for consequential losses, including but not limited to:

• Loss of profit

• Delay penalties

• Contractual penalties

• Business interruption

4. Damaged or Misused Plant

4.1 No refund will be given where Plant has been damaged, misused, or operated contrary to manufacturer guidance or legal requirements.

4.2 The Hirer remains liable for:

• Full repair costs; or

• Full replacement value where applicable.

PART B – SALE OF GOODS

5. Commercial Sales (Business-to-Business)

5.1 Goods supplied to business customers are non-returnable unless:

• They are defective; or

• We agree in writing to accept a return.

5.2 Special-order, bespoke, or non-stock items are strictly non-returnable.

6. Damaged, Incorrect or Short Deliveries

6.1 The Buyer must inspect goods immediately upon delivery.

6.2 Written notice must be given:

• Within 2 days of delivery for damage or partial loss;

• Within 14 days of invoice for non-delivery of a full consignment.

6.3 Failure to comply with these time limits may invalidate the claim.

7. Faulty Goods

7.1 If goods are defective and notice is provided promptly in writing, we will, at our discretion:

• Replace the goods; or

• Repair the goods; or

• Refund the purchase price.

7.2 Our liability is strictly limited to replacement or refund of the price paid.

7.3 We do not accept liability for:

• Consequential losses

• Loss of profit

• Installation or removal costs

• Third-party costs

8. Returns Procedure

8.1 No goods may be returned without prior written authorisation from us.

8.2 Authorised returns must be:

• Unused (unless defective);

• In original packaging (where applicable);

• Properly protected during transport.

8.3 We reserve the right to refuse returns that do not meet these conditions.

8.4 Where a return is accepted (other than for defect), we may apply a handling/restocking charge.

9. Refund Processing

9.1 Approved refunds will be processed using the original payment method where possible.

9.2 Refunds will only be issued after:

• Inspection of returned goods; or

• Confirmation of valid defect.

9.3 We reserve the right to deduct:

• Delivery costs;

• Collection costs;

• Repair costs (where applicable).

PART C – LIMITATION

To the fullest extent permitted by law:

• We do not accept liability for indirect or consequential losses.

• We do not guarantee uninterrupted availability of hire equipment.

• All returns and refunds are subject to our Terms & Conditions of Hire & Sale.

CONTACT INFORMATION

Rope & Marine Services Ltd
31 Yorkshire Road
London
E14 7LR

Company Registration No: 5800847
VAT Registration No: 885 5146 88
UTR No: 74369 23923

Email: sales@ropemarine.com