Refund policy
ORDER AND RETURNS INFORMATION
EXTENDED RETURNS:
From the 1st of November we're extending our Exchange Policy. If you buy an item after the 1st November 2024 and change your mind you can return these for an exchange until the 14th January 2025. This excludes sale/reduced and Black Friday items.
If you are not entirely satisfied with your order or you wish to change it, we will gladly exchange or refund any unused items within 28 days of purchase. We will not be offering replacements on sale/reduced items but instead you will receive a refund for the value of the goods purchased as applicable. This does not affect your statutory rights
EXCHANGES & REFUNDS
If you are not entirely satisfied with your order or you wish to change it, we will gladly exchange or refund any unused items within 28 days of purchase. Just follow these 3 easy steps:
- Package up the item(s) you wish to return. The item(s) must be unworn/unused, in the original product packaging with product labels attached and a copy of your original invoice enclosed.
- Head over to our returns portal (which can be found here) detailing whether you would like a refund or an exchange.
- Send the parcel back to us.
Please allow up to 14 days for your parcel to be received and for refunds/exchanges to be processed. Our team will endeavour to process returns/exchanges as quickly as possible.
We are unable to reserve stock for future exchange. If you require your item sooner than the 14-day timeframe, please place a new order via our website (quote code EXC20 for FREE standard UK mainland delivery) and request a full refund for your original purchase.
Please Note: All goods are returned at your own risk and cost and we strongly recommend sending goods by a recorded delivery method. Exchanged orders may incur an additional postage price.
If returning items from outside of the European Union, please ensure the parcel is clearly labelled "BRITISH RETURNED GOODS - RELIEF CLAIMED".
SALE / REDUCED ITEMS INC. BLACK FRIDAY
All returns will be processed as a refund to your original payment method.
NON-REFUNDABLE ITEMS
- Engraved or embossed items
- Special order items
- Gift wrapping
- Goods damaged in your possession
- Additional postal services (e.g. Next day delivery)
- Items which due to their use can come into direct contact with the body (e.g. whistles & calls, ear plugs, thermal wear, cleaning care equipment, socks)
FAULTY OR INCORRECT ITEM(S)
In the rare event that the items you have purchased from us are faulty, damaged or not what you ordered, please contact us as soon as possible by completing our Faulty Goods Form (found here) explaining the issue and if possible, enclosing photographs of the fault and a copy of proof of purchase or details or your order number. Without this information, we cannot progress your claim. You will be advised of the next course of action and if applicable, how any items can be returned to us. If you chose to return any item using your own method of postage, please be aware that we cannot refund any postage charges incurred by you.
We will get back to you as quickly as possible but please allow up to 5 working days for a member of our team to respond outlining the next steps. During peak trading periods, this may be longer. If you need to speak to Customer Services for advice, you can call 01295 701701, Monday to Friday between the hours of 9.00 am – 5.00 pm.