Refund policy

Updated 30 September 2026. This policy covers physical-product returns and the 14-day cancellation right described below.

Orders placed before this update retain the previous 30-day return offer shown at the time of purchase. Your statutory consumer rights are unaffected.

How to request a return

Email james@therugged.co.uk with your order number and what you would like to return. If your return is accepted, we will provide a return shipping label and instructions.

Return address:
RUGGEDUK LTD
Chapter Gym
Gundulph Road
Chatham
ME4 4ED
United Kingdom

Please contact us before sending a return so we can identify your order and give you the correct instructions.

Damaged, faulty or incorrect items

If your order arrives damaged, is faulty or contains the wrong item, contact us with your order number and details of the problem. Photos can help us resolve it. Your statutory rights apply regardless of whether a product has been opened or was bought in a sale.

Opened supplements

We cannot accept a change-of-mind return of a sealed supplement once its hygiene seal has been opened, where it is unsuitable for return for health or hygiene reasons. This does not affect your rights if the product is faulty or not as described.

Your right to cancel an online goods order

For eligible online goods purchases, you can tell us within 14 days of delivery that you wish to cancel, then return the goods within a further 14 days. You do not need to give a reason. Applicable exceptions, including certain opened sealed goods, may apply.

For a statutory cancellation, we refund the eligible goods and standard outbound delivery charge within 14 days of receiving the returned goods or evidence that they have been sent back. Any extra cost of an upgraded delivery service is not refundable under that requirement.

Refunds and exchanges

We will confirm when your return has been received and checked. Refunds go to your original payment method, normally within 10 business days and within any applicable statutory deadline. Your bank may take additional time to display the refund. For an exchange, contact us first so we can help with the return and replacement order.

Castle to Castle: cancellations and transfers

Castle to Castle is a challenge booked for a specific date. The usual 14-day cooling-off right for online purchases does not apply to this dated leisure event. The cancellation terms below apply to new bookings made from 30 September 2026. Existing bookings retain the terms offered when booked and any statutory rights.

If you cancel

Cancel at least 14 days before the event for a full refund. Within 14 days of the event, we will refund your booking payment less any reasonable, unrecoverable loss directly caused by your cancellation. We will explain any deduction, take reasonable steps to reduce our losses and account for any costs saved or money received from reselling your place.

Transfer your place

You can transfer your place to another person free of charge up to 48 hours before the event. Email us with your booking number so we can arrange the transfer. The replacement participant must meet the event requirements and complete the required participant details before taking part.

If RUGGED cancels or postpones

If we cancel the event or change its date, you can choose a full refund of your booking payment or, where a replacement date is offered, transfer your booking to that date. A transfer is optional.

Weather and safety

Rain alone does not mean the challenge will be cancelled. If conditions are unsafe, we may postpone or cancel. In that case, the refund or transfer choice above applies. We will contact booked participants as soon as possible.

Contact us

Email james@therugged.co.uk with your booking number and request. Approved refunds are returned to the original payment method within 14 days. Nothing in these terms limits your statutory consumer rights.