RETURNS AND REFUNDS 

How to withdraw (14‑day cooling‑off)

You have 14 days from delivery to tell us you’re withdrawing. You can:

- Email us at [email protected] with a clear statement, 

or

- Use your account portal and complete the RMA (Return Merchandise Authorisation) form. We'll confirm receipt via email with an RMA number and further istructions. For full process description check our RETURNS GUIDE.

or

- Use the Model Withdrawal Form below.

You don’t have to give a reason to exercise your right of return, once you submit the withdrawal form we will send you an RMA number which helps us track and process your return once recieved. 

Sending the goods back 

Send the goods back within 14 days from the date you told us you’re withdrawing. You bear the return shipping cost. You should keep proof of posting and send us tracking. 

Condition of returned goods 

You may inspect and handle goods to the extent needed to assess their nature, characteristics and functioning (as you could in a shop). If handling goes beyond that (e.g., product use, excessive damage to packaging), we may deduct for any diminished value.  

Refunds 

We’ll refund within 14 days from the receipt of returned goods. Refund = price you paid + standard outbound delivery cost (if any). Any express/priority delivery upgrade is not refunded. If only part of your order is returned, outbound delivery costs are not refunded. We refund your original payment method unless agreed otherwise. 

Exceptions to withdrawal 

No withdrawal right for: custom‑made/clearly personalised goods (e.g., custom rigging, spliced or cut‑to‑length rope, custom ordered items), and other exceptions set out by law. 

Faulty or non‑conforming goods (legal guarantee) 

Your statutory legal guarantee applies (minimum 2 years under EU law). If a product is faulty or non‑conforming, contact us—we’ll provide remedies free of charge (repair, replacement, price reduction or refund as appropriate). 

Goods damaged in transit 

If your package arrives with damage, please immediately take pictures of any damage to the packaging or the products within. Please contact us as soon as possible ([email protected]) with these pictures so that we can make a claim with the courier. We will let you know how to proceed in the event of a return. 

Non-EU returns 

For returns shipped from outside the EU, the process must be managed by us to ensure the correct re-import paperwork is completed. Please contact us before sending any non-EU return so we can provide the necessary instructions and documentation. Returns sent without prior coordination or the required customs paperwork may be delayed or refused. 

Returns address & contact 

Upffront GmbH, Freesenberg 16, 24161 Altenholz, Germany. 

Tel: +49 431 2202140. 

Email: [email protected].