Postage, Returns and Refunds

1. Delivery of Products

1.1 Delivery will be to the address specified in your order.

1.2 All orders are directed to and fulfilled by our mailing house:
RBLI Limited
Bradmere House
Kingston Road
Leatherhead
Surrey
KT22 7NA
Tel: 01372 389959
Email: shop@combatstress.org.uk

1.3 Delivery Charges - UK and EU

Combat Stress offers a standard Mainland UK delivery charge of £3.95 on all orders sent by Royal Mail, with the exception of high-value or bulky items, which incur a mandatory courier charge.
A standard charge of £7.50 applies to all orders sent within the EU.

1.4 Delivery Charges - Rest of World
Purchases can be delivered internationally, but please be aware that additional charges will apply (a minimum of £15). Please contact the RBLI directly for costs. Please also note that certain items cannot be mailed overseas eg golf umbrellas.

1.5 Customs Fees & Charges for Overseas Delivery
Orders that are shipped overseas may be subject to custom duties, and these are not included in the purchase price. As the buyer, you're responsible for these charges - unfortunately we have no control over them and cannot predict what they may be. Customs policies vary widely from country to country. If you'd like any further information, you should contact your local customs office.

1.6 We aim to dispatch all items within 14 working days of your order being received.

2. Cancellation, Returns and Exchanges

We want you to be happy with your purchase and we offer a 21-day no quibbles returns/exchange policy (or 28 days for overseas returns), which begins from the date you receive the goods. If you contact us outside of this period we will not be able to refund/exchange the order. All unwanted goods should be returned in a resaleable condition (unless damaged upon receipt) enclosing your completed form stating what the problem was with the item and the reason for return. This does not affect your statutory rights. For more information on your statutory rights please visit http://www.consumerdirect.gov.uk.

When you send your item back to us we will process the returned item and offer you the choice of a replacement or a refund including the cost of the initial postage fees charged.

Please always ask for a 'Proof of Postage' certificate from the Post Office when returning items to us.

If you request a refund we will refund the full price of the goods excluding any mandatory delivery charges incurred (unless the products were damaged on receipt or incorrectly supplied to you). Please be aware that any voluntary contribution that is made during purchase is a charitable donation and will not constitute a delivery cost capable of being refunded.

You will receive notification via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase.

If you wish to contact us about returns or to make a complaint click here Email: shop@combatstress.org.uk.

3. Exchange of Goods

Policy on Exchange - we will exchange your product under the following circumstances:

i) damaged on receipt
ii) incorrect size, style or product
iii) faulty or not as described

If an exchange is requested rather than a cancellation, we will arrange for collection or provide a free shipping address for return of the products in the event of the products being exchanged fall within the above criteria otherwise you must pay the return postage cost.

Some items cannot be returned for hygiene reasons eg. socks, earrings and underwear, foodstuffs, personalised products.


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