Return & Refund Policy

1. Return Period (90 Days)

You have 90 days from the date of delivery to request a return. Not from the date of purchase. If your package took a week to arrive, your 90 days start when it lands at your door.

2. Return Conditions

For us to accept a return, the item needs to come back in the condition you received it:

• Unused, with no visible signs of wear
• In its original packaging
• With all original parts and inserts included
• Accompanied by your order number or proof of purchase

Why these conditions?

Used ropes can't be resold to the next customer. Keeping the standard tight is how we keep prices fair for everyone in the Elevate Family.

3. How to Start a Return

Five steps. No phone trees. No printable PDFs from 2014.

1. Open the return portal
   Go to account.elevaterope.com.
2. Enter your order details
   Your order number and the email address you used to purchase.
3. Pick what you're sending back
   Select the items and tell us briefly why. Honest feedback helps us improve the product.
4. Receive your free return label
   We email you a prepaid return label within one business day. You pay nothing for the return shipping.
5. Pack and drop off
   Repack the item in its original packaging, attach the label, and drop the parcel at the carrier point shown on the label.

Can't access the portal?

Email support@elevaterope.com with your order number and the items you want to return. We'll send you a return label by reply.

4. 90-Day Product Warranty & Lifetime Handle Guarantee

Two guarantees, layered.

90-Day Product Warranty

If your rope breaks or develops a manufacturing defect within 90 days of delivery, we send you a free replacement. Free shipping. No return required for the defective item in most cases.

Lifetime Handle Guarantee

The handles are guaranteed for life. If a handle ever fails due to a manufacturing or workmanship defect, we replace it. That's not a marketing promise. It's how we build them.

What counts as a manufacturing defect

• Rope fraying or breaking under normal use
• Handle cracks, breaks, or malfunctions
• Bearing failures (where applicable)
• Material defects present at the time of delivery
• Workmanship issues in stitching, assembly, or components

What's not covered

• Normal wear and tear from regular use
• Damage from misuse or improper use
• Accidental damage (drops, impacts, crushing under weights)
• Cosmetic damage that doesn't affect performance
• Damage from ignoring product instructions
• Modifications made by the customer

How to make a warranty claim

1. Email us within 90 days
   Send support@elevaterope.com photos of the defect and your order number.
2. We review
   Usually within 24 hours.
3. Replacement ships
   Once approved, the replacement is on its way at no charge.

You don't need to return the defective item unless we specifically request it.

5. Damaged, Defective, or Incorrect Items

Occasionally something goes wrong in transit, or we ship the wrong item. When it happens, we make it right immediately.

If you receive a damaged or defective item

1. Inspect your order on delivery
2. Take photos of the damage or defect
3. Email support@elevaterope.com right away
4. Include your order number, the photos, and a short description

Shipping damage

If the parcel arrives damaged or shows signs of mishandling, photograph the packaging and the contents before doing anything else, then contact us. We file the carrier claim on our end and ship your replacement without waiting for it to resolve.

6. Items That Cannot Be Returned

A short list:

• Final sale items (marked as "Final Sale" at the time of purchase)
• Gift cards
• Digital products (the Elevate App, downloadable nutrition guides, and other digital content)

7. Exchanges

We don't process direct product exchanges. The reason is speed: returning the original and placing a new order is faster for you than waiting for us to swap items in our warehouse.

How to get a different item

1. Return the original item through our return process
2. Place a new order for what you want, whenever you want

You can place the new order immediately. You don't need to wait for the refund to clear before reordering.

8. European Union: 14-Day Right of Withdrawal

If your order ships to a location in the European Union, you also have rights under EU consumer law.

Your EU rights

Under the EU Consumer Rights Directive (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 days of delivery for any reason, without justification.

EU return conditions

To exercise your right of withdrawal, returned items must be:

• Unused, in original condition
• In their original packaging
• Accompanied by proof of purchase

EU return costs

Under our policy, return shipping is free for all EU customers. We provide a prepaid return label at no cost to you.

When you exercise your 14-day right of withdrawal, you'll receive a full refund of the product price and the original outbound shipping cost (at the standard delivery rate) within 5 business days of us receiving the returned item.

How to exercise your EU rights

1. Email support@elevaterope.com within 14 days of delivery
2. State clearly that you wish to withdraw from the contract
3. Follow the return process above

You can use our standard return form or send your own unambiguous statement of withdrawal.

9. Refund Process & Timeline

Once your return reaches our warehouse, we move fast.

Step by step

1. Return received

You'll get an email confirming we have your return.

2. Inspection

We check the item against the return conditions. Usually 1 to 2 business days.

3. Refund issued

Your refund is processed to your original payment method within 5 business days of us receiving the return. You'll get an email the moment it's issued.

4. Bank processing

After we issue the refund, allow 3 to 5 business days for your bank or card provider to post it to your account. This part is outside our control.

What you'll be refunded

• The full product price you paid
• The original outbound shipping cost, refunded at the standard delivery rate, when you return your order in full within the 14-day EU withdrawal window

For voluntary returns outside the 14-day EU window but within our 90-day policy, the refund covers the product price. Return shipping remains free.

If your refund is delayed

If more than 10 business days have passed since we confirmed your refund was issued and it hasn't landed:

1. Check your bank or card statement once more
2. Contact your bank or card provider, since processing sometimes takes longer than expected
3. If it still isn't there, contact us:
   • Email: support@elevaterope.com
   • Phone: +31 6 12593028 (Mon to Fri, 9:00 to 17:00 CET)

We'll investigate and resolve any delay quickly.

Partial returns

If you return only some items from a larger order, we refund those items only. The refund is calculated proportionally.

10. Return Shipping Costs

How it works

When you start a return through our portal or by email, we generate a prepaid return label and send it to you within one business day. Print it, attach it to the parcel, and drop the package at the carrier point shown on the label.

You're responsible for the parcel until it reaches us, so please keep the tracking code safe until the return is fully processed.

International returns

For orders shipped outside the EU, please contact support@elevaterope.com before returning so we can arrange the most efficient return method for your location. Return shipping remains free.

11. Questions About Returns?

Real humans, fast replies. If something isn't clear, ask.