Returns

Returns and refunds

Last updated: 2 November 2026

We want you to be happy with your stone. This page explains how to cancel an order, return a stone and get your money back. It does not affect your legal rights.

90 day money back guarantee

Not happy with your stone? Return it within 90 days of delivery and we'll refund the price you paid for the stone. Email info@raw-grip.co.uk first for a returns address. Return postage is your cost, and the original postage isn't refunded under this guarantee. Custom stones aren't covered unless faulty. This is in addition to your 14 day right to cancel below and your legal rights.

Changed your mind? 14 days to cancel

You can cancel your order and return an unused standard stone (The Load Stone) for a refund within 14 days of the day you receive it. You don't need to give a reason.

Tell us within 14 days. Email info@raw-grip.co.uk with your name, order date and what you're returning. You can use the cancellation wording at the bottom of this page if you like.
Send it back within 14 days of telling us. Email info@raw-grip.co.uk for a returns address.
Return postage is on you when you've changed your mind. Please use a tracked service and pack it well, as stones are heavy and can crack if dropped.
Unused means not loaded, hung or trained with, and returned in the condition you received it. Handling it to check it over is fine. If a stone comes back used or damaged, we may take an amount off the refund to cover the loss in value.
What we refund: the price you paid for the stone, plus the standard postage you paid when you ordered. If you return only part of an order, we refund the outbound postage only if the whole order comes back.
Multi-buy orders: you can return some stones and keep others. We refund the price you paid less the normal price of the stones you keep, so you don't pay more than you would have buying them on their own.

You can also cancel any time before your order is dispatched for a full refund, including postage. Just email us.

Custom stones

Custom stones are made to your own size, weight or design, so the 14-day change-of-mind right does not apply to them. This does not affect your rights if a custom stone is faulty or not as described.

Every stone is uniquely crafted, and that isn't a fault

Every Raw Grip stone is natural, so its shape, size, colour, texture and stone type will differ from the photos and from other stones. Natural marks, veins and small surface pits are part of the stone. Normal wear from training, like scuffs and marks on the eye nut, is also not a fault.

Faulty or damaged stones

If your stone arrives damaged, or turns out to be faulty or not as described, you're covered by the Consumer Rights Act 2015.

Within 30 days of delivery you can reject it for a full refund, or ask for a replacement.
After 30 days (and up to 6 years), we'll repair or replace it. If that isn't possible or doesn't fix the problem, you can have a refund, which may be reduced to reflect use if the fault shows up after the first 6 months.
Faults include a cracked or split stone, a loose eye nut or fitting, or damage in the post.
Stop using it straight away if you spot a fault, and don't hang any weight from it.
How to claim: email info@raw-grip.co.uk with your order details and a photo of the problem. Please tell us about damage in the post as soon as you can.
We pay return postage for faulty items. We'll send you a prepaid label or refund your postage cost.

10 year guarantee: on top of these rights, if a stone fails under normal, recommended use within 10 years of delivery, we'll replace it with a new stone free of charge, and we always pay the postage both ways. See our 10 year guarantee for what's covered.

How to return a stone

Email info@raw-grip.co.uk first. Please don't send anything back without contacting us. Email info@raw-grip.co.uk for a returns address.
Pack the stone well, with padding all round the stone and the eye nut.
Send it by a tracked service and keep your proof of postage. Items are your responsibility until they reach us, unless they're faulty.

Refunds

We refund within 14 days of receiving your return, or of you showing us proof that you've sent it back, whichever is sooner.
If you cancel before dispatch, we refund within 14 days of you telling us.
Refunds go back to the card or payment method you used, through Stripe. It can take a few working days to show on your statement.
If you used a discount code, we refund the amount you actually paid.

Cancellation wording you can use

To Raw Grip, info@raw-grip.co.uk: I hereby give notice that I cancel my contract for the sale of the following goods: [stone(s)]. Ordered on [date], received on [date]. Name: [your name]. Address: [your address]. Date: [date].

Questions

Email info@raw-grip.co.uk or call 0333 369 0026 and we'll help. See also our terms and conditions.