Returns & Refund Policy

Last updated: 16 August 2026

We want you to be confident when ordering from Limitless Zip Wires Limited.

This policy explains your rights when returning goods purchased through our online store and should be read alongside our Website Terms & Conditions of Sale.

Nothing in this policy affects your statutory consumer rights.

1. Changing Your Mind

If you are a consumer purchasing online, you normally have the right to change your mind and cancel your purchase within 14 days after the day you receive your goods, in accordance with UK consumer law.

You must tell us that you wish to cancel within this 14-day period.

To do so, email:

sales@limitless-zip-wires.co.uk

Please include your order number and details of the goods you wish to return.

You do not need to give us a reason for cancelling.

2. Returning Your Order

After notifying us that you wish to cancel, you must normally return the goods to us within 14 days.

Please contact us before sending anything back so that we can provide the correct return instructions and return address.

Unless we tell you otherwise, do not send returns to our registered office.

Where possible, goods should be returned:

• complete;

• with all components originally supplied;

• with instructions and safety information;

• with original packaging where reasonably possible; and

• appropriately packaged to prevent damage during return transit.

3. Zip Wire Kits and Safety-Critical Components

Zip wire kits contain specialist components intended for applications involving significant loads, movement and physical forces.

We therefore ask customers to take particular care when inspecting products they may wish to return.

You may inspect goods to establish their nature, characteristics and functioning in the same way that you could reasonably inspect them in a shop.

However, installation or use of zip wire equipment can materially reduce its resale value and, in some circumstances, make it impossible for us responsibly to resell the product as new.

Examples of handling that may reduce the value of returned goods include:

• installing or partially installing components;

• tensioning steel cable;

• cutting cable, rope or other components;

• running a trolley or pulley under load;

• fitting or tightening fixings in a way that marks or alters them;

• subjecting components to operational loads;

• modifying products; or

• damaging or excessively handling components or packaging.

Where you exercise your statutory right to cancel but your handling has reduced the value of the goods beyond what is reasonably necessary to inspect them, we may make an appropriate deduction from your refund to reflect that reduction in value, where permitted by law.

Depending on the nature of the component and the extent of its use or alteration, that reduction in value could be significant.

This does not affect your rights where goods are faulty, damaged, unsafe, not as described or otherwise do not conform to the contract.

4. Cut, Customised and Made-to-Order Products

The statutory right to change your mind does not apply to certain goods made to your specifications or clearly personalised.

This may include products such as:

• steel cable cut specifically to a length requested by you;

• bespoke cable assemblies;

• specially manufactured components;

• custom configurations; and

• other products manufactured or materially modified specifically to your requirements.

Where a product is genuinely bespoke, made to your specification or otherwise falls within a statutory exception to the cancellation right, it cannot normally be returned simply because you have changed your mind.

We will identify bespoke or customised products where reasonably practicable before purchase.

This exclusion does not affect your statutory rights if a bespoke or customised product is faulty, not as described or otherwise does not conform to the contract.

5. Individual Components From Kits

If you cancel the purchase of a complete kit, the complete kit should be returned.

If components are missing, damaged, modified or have been used beyond what is reasonably necessary to inspect them, we may make an appropriate deduction from the refund to reflect the resulting reduction in value, where permitted by law.

6. Return Shipping Costs

Where you are returning goods because you have simply changed your mind, you are normally responsible for the direct cost of returning them to us.

We strongly recommend using a tracked and appropriately insured delivery service, particularly for higher-value zip wire kits.

Please package returned products carefully.

Where goods are being returned because they are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract, different rules apply and we will deal with reasonable return arrangements in accordance with your statutory rights.

7. Refunds

Once returned goods have been received, we will inspect them and process any refund due.

Where you validly cancel under your statutory cancellation rights, we will refund:

• the price paid for the goods, subject to any lawful deduction for diminished value; and

• the cost of our least expensive standard delivery option applicable to the order.

If you selected a more expensive delivery method, such as express or premium delivery, we are not normally required to refund the additional amount above the standard delivery cost.

Refunds will normally be made using the same payment method used for the original purchase.

We aim to process refunds promptly and, in all cases, within the timescales required by law.

We may be entitled to withhold the refund until we have received the goods back or you provide evidence that they have been returned, whichever occurs first.

8. Faulty, Damaged or Incorrect Goods

If your order arrives faulty, damaged, incomplete or incorrect, please contact us as soon as reasonably possible at:

sales@limitless-zip-wires.co.uk

Please provide:

• your order number;

• a description of the problem; and

• photographs where these would help us understand the issue.

Reporting transit damage promptly helps us investigate the matter with the delivery company, so we would appreciate notification within 48 hours where reasonably possible.

However, this 48-hour request does not limit or replace your statutory consumer rights.

Consumer goods must be of satisfactory quality, fit for purpose and as described.

Depending on the circumstances, your statutory remedies may include repair, replacement, price reduction or refund.

9. Items Damaged After Delivery

We are not responsible for damage caused solely by matters for which we are not legally responsible, including:

• incorrect installation;

• misuse;

• installation contrary to supplied instructions;

• use outside stated specifications;

• accidental damage;

• unauthorised modification; or

• normal wear and tear.

This does not affect your rights where the product itself was faulty or otherwise failed to conform to the contract.

10. Exchanges

If you have ordered the wrong component and would like a different product, please contact us before returning anything.

Where possible, we will help identify an appropriate replacement.

Any price difference, additional delivery charge or return cost will be confirmed before an exchange is arranged.

This does not affect your statutory rights.

11. Contact Us

For all returns, refunds and order enquiries, please contact:

Limitless Zip Wires Limited

Email: sales@limitless-zip-wires.co.uk

Registered Office:
11 Thornesgate Mews
Wakefield
England
WF2 8FJ

Company Number: 12784634

Please contact us before returning goods. Returns should not be sent to our registered office unless we specifically instruct you to do so.