Refund policy

Change of mind

Urban Leads does not accept returns or exchanges for change of mind, including choosing the wrong colour, length or rope thickness. Please check your selections before ordering and contact us if you need help.

Faulty products and your rights

Your Australian Consumer Law rights are not excluded or restricted by this policy. These rights also apply to made-to-order products.

If a product has a major failure, you can choose a refund or replacement. For a minor problem, we may repair it free of charge within a reasonable time. If we cannot resolve it within a reasonable time, you may be entitled to further remedies, including a refund or replacement.

You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet consumer guarantees.

Incorrect items

If we send an item that does not match your order, please contact us so we can arrange a correction at no extra cost to you.

How to contact us

Use the Contact page on our website and include your order number or other proof of purchase, a description of the problem and, where possible, clear photographs.

Please contact us before posting anything back so we can provide return instructions. Stop using any product you believe is unsafe.

Return postage

Where a fault is confirmed or we supplied the wrong item, we will cover reasonable return postage costs. Keep your postage receipt if you have already paid to return it.

Faulty items do not need to be unused or in their original packaging.

Refunds

Refunds will be returned through the original payment method unless we agree otherwise with you.