Refund policy

Returns, Refunds & Cancellation Policy

If you have any questions regarding our policies, please contact us at equipment@pacificropes.com. We'll be happy to assist you!

Equipment & Safety Gear – Final Sale Policy

ALL EQUIPMENT AND SAFETY GEAR SALES ARE FINAL – No Returns or refund.

Due to the safety-critical nature of the products we sell, all equipment and safety gear purchases are considered final sale.

We do not accept returns, refunds, or exchanges for change of mind, incorrect sizing, or items ordered in error.

This policy applies to all equipment and safety gear, including but not limited to ropes, harnesses, helmets, carabiners, connectors, and other personal protective equipment (PPE).

Customers are responsible for reviewing product descriptions, specifications, sizing, and compatibility before completing their purchase.

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged upon arrival, or different from what you ordered, please contact us at equipment@pacificropes.com with your order number, a description of the issue, and photos where applicable.

All claims will be reviewed individually, and any remedies required by applicable law will be honoured.

Special Orders

All special-order items, including products ordered specifically for a customer or with an estimated lead time, are final sale and non-refundable, except as required by applicable law.

Shipping

Customers are responsible for applicable shipping charges.

If a return is authorized, return shipping arrangements and any associated costs will be communicated before the item is sent back.

For shipments valued over $100, we recommend using a trackable shipping service and purchasing shipping insurance.

International Shipping

A processing fee may apply to orders shipped to the United States.

International customers are responsible for applicable customs charges, import duties, taxes, and tariffs.

Pacific Ropes is a Canadian company located in Vancouver, British Columbia

Training Cancellation & Rescheduling Policy

Please carefully review our Cancellation & Rescheduling Policy before registering for any training course.

By registering and completing payment, you acknowledge that you have read and agree to the following terms.

Registration & Payment

Registering for a course does not guarantee a spot until payment has been received.

Your spot is officially secured only once payment has been completed.

Cancellations Before the Course

15 calendar days or more before the course start date: A full refund will be provided.
7–14 calendar days before the course start date: The deposit will be held as credit toward a future training registration.
Less than 7 calendar days before the course start date: No refund or credit will be issued.

All cancellation and rescheduling requests must be submitted in writing to training@pacificropes.com

Cancellations During the Course

Once a course has started, no refunds will be issued if a participant decides to withdraw, cancel, or discontinue training.

Physical Requirements & Early Withdrawal

Rope access training is physically demanding. Participants should carefully consider their physical abilities before registering.

We strongly recommend that students assess their physical readiness before committing to the full course.

For those who are unsure whether rope access training is suitable for them, Pacific Ropes offers a Rope Access Awareness Program for $275.

This program is essentially the first day of rope access training and allows participants to experience the physical and technical requirements before committing to the full week.

If a participant decides to continue with the full course, the remaining course balance can be paid.

Please note: Students who withdraw from a fully booked course because they are unable to meet its physical demands are not eligible for a refund.

Upgrade & Recertification Students

Students attending upgrade or recertification training are responsible for ensuring their logbooks are complete and that all required hours and documentation are available before their assessment.

Incomplete logbooks or insufficient documented hours may result in the Assessor/Evaluator refusing to conduct the assessment.

No refunds will be issued if a student is denied an assessment due to incomplete logbooks, missing hours, or failure to meet certification requirements.

Additional Training & Assessment Rescheduling

If an instructor determines that a student requires additional training before attempting their assessment, a $500 security deposit will be required to reschedule.

This deposit will be refunded when the student returns to complete their assessment.

Cancellations by Pacific Ropes

If Pacific Ropes cancels a scheduled training course, participants will receive a full refund.

Acknowledgment of Policy

Before completing registration, participants must confirm their acceptance of the cancellation and rescheduling terms by entering the following statement:

"I have read and agree to the Cancellation & Rescheduling Policy."

For any questions regarding equipment purchases, training registrations, cancellations, or rescheduling, please contact:

Pacific Ropes

Email: training@pacificropes.com or equipment@pacificropes.com

Website: https://shop.pacificropes.com