Refund policy

We want you to be confident when ordering from us. If you change your mind, you have 14 days from the date of delivery to request a return, in line with the UK Consumer Contracts Regulations.

Please note that our zip wire kits are safety-critical products, and returns are subject to the strict conditions below.

Eligibility for Returns

To be eligible for a return, all of the following must apply:

  • The return request is made within 14 days of delivery

  • The kit is unused, uninstalled, and unmodified

  • All components are completely unused

  • The kit is returned in full, including all original parts, packaging, instructions, and safety information

  • The kit is in resaleable condition

Important:
Once any component has been installed, tensioned, cut, worn, or used in any way, the kit is no longer eligible for return.
This includes (but is not limited to) steel cable being uncoiled or cut, fixings being fitted, or a trolley being run on the line.

Non-Returnable Items

For safety and liability reasons, we cannot accept returns for:

  • Kits or components that have been used or installed, even partially

  • Kits where any cable has been cut, tensioned, or unwrapped

  • Incomplete kits or individual components returned from a full kit

  • Items damaged due to improper handling or installation

  • Custom or made-to-order items (including bespoke cable lengths)

This does not affect your statutory rights where a product is faulty or defective.

How to Request a Return

To request a return:

  1. Email us at sales@limitless-zip-wires.co.uk within 14 days of delivery

  2. Include your order number and reason for return

  3. We’ll confirm whether the item is eligible and provide return instructions

  4. Approved items must be returned within 14 days of confirmation

Returns sent without prior approval may be refused.

Return Shipping

  • Return shipping costs are the customer’s responsibility

  • We recommend using a tracked and insured delivery service

  • You are responsible for the goods until they are received by us

We cannot issue a refund for items lost or damaged in return transit.

Refunds

  • Once received and inspected, approved refunds will be processed within 5–10 working days

  • Refunds are issued to the original payment method

  • Original outbound shipping charges are non-refundable

  • If a return is rejected due to use or installation, the item will be returned to you at your cost

Faulty or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us at
sales@limitless-zip-wires.co.uk within 48 hours of delivery, providing photos where possible.

We will resolve the issue in line with your statutory consumer rights.

Contact

For all returns and refunds enquiries, please contact:
sales@limitless-zip-wires.co.uk