Warranty
If something we sold you is faulty, that is ours to put right, not yours to absorb. Here is what counts, what does not, and how to tell us.
The short version: inside 30 days from the day your order arrives, a faulty item is replaced or refunded, and we pay the shipping either way. Most of the time nothing needs to come back.
What counts as a fault
- Arrived damaged: tell us within 14 days of the delivery date, with a photo of the packaging. A parcel that never arrived is the same conversation.
- Not as described: if what arrives is not what the page said, that is a fault, not a change of mind.
- Apparel that has noticeably lost its compression grade, or a seam that gives, inside the 30 days.
- Equipment that breaks or will not hold while it is used as intended and inside its printed load rating.
What is not covered
- Loading equipment past its printed rating. A rating exceeded is not a fault. Check it against your bodyweight plus whatever you intend to hold, not your bodyweight alone.
- Using a piece for something it was not built for. A bench used as a step or a ladder is outside what any of this covers.
- Other damage from misuse.
How long the cover runs
Thirty days from the day your order arrives, the same clock as the money-back guarantee. We do not offer a separate extended or lifetime warranty on top of that, and we would rather say so here than leave you to find out.
Past thirty days, the rights the law gives you as a consumer still apply, and nothing on this site reduces them. If something fails later than that, tell us anyway. A product that does not last is a product we should stop selling, and we only find out if people say so.
How to claim
Message support with your order number, what went wrong, and a photo of the part rather than the parcel. Do not post anything back before we reply. Most faults are replaced or refunded without a return trip, and when we do need the item back, the label is on us.
A refund goes back to the payment method you used. When the item has to come back first, we refund within 3 business days of it being scanned in at the warehouse, and your bank then takes its own time to show it.
Common questions
Is this different from the 30-day guarantee?
Same clock, different reason. The guarantee covers a change of mind, used or unused, and the return label comes out of the refund. A fault is ours, so we pay the shipping, and it does not use up your guarantee.
It broke, but I had loaded it past the rating. Is that covered?
No. The rating is printed on every card so that you can check it before you load, and a rating exceeded is not a fault. Tell us what happened anyway: if the rating on the page was wrong, that is ours.
Not sure whether it is wear or a fault?
Send a photo of the part with your order number and ask. It saves a round trip, and we would rather be asked than have you guess.