Refund policy

Returns & Refunds Policy

Returns

You have the right to cancel or return your order within 14 days of receiving your item.

To be eligible for a return, items must be returned in the same condition in which they were received, unused, and in a fully sealed and resalable condition. For health, hygiene, and safety reasons, we cannot accept returns of items that have been opened or unsealed.

We are not responsible for returns lost in transit. We strongly recommend using a tracked postal service and retaining proof of postage.

To request a return, please contact us at store@kentsurvival.com. If your return is approved, we will provide instructions on how and where to send your item. Returns sent without prior approval will not be accepted.

Unless the item is faulty or incorrect, return postage costs are the responsibility of the customer.

If you have any questions regarding returns, please contact us at store@kentsurvival.com.

Damages and Issues

If your order arrives damaged, incorrect, or incomplete, please notify us within 24 hours of delivery by emailing store@kentsurvival.com.
Please include clear photos where applicable so we can assess the issue and resolve it as quickly as possible.

Exceptions / Non-Returnable Items

  • Opened or unsealed items cannot be returned for health and hygiene reasons.

  • Sale items are non-refundable unless they are faulty.

  • T-shirts and hoodies are printed to order and are therefore classed as made-to-order items. As such, they are exempt from the right to cancel under the Consumer Contracts Regulations, and returns or exchanges are not accepted unless the item is faulty.

Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 14 days of receiving the returned item.

Please note that it may take additional time for your bank or credit card provider to process and display the refund.

Returned Orders (UK)

If a UK order is returned to us by DPD due to an incorrect delivery address or because the parcel was not collected from the depot, we will contact you to arrange next steps. If we do not receive a response, the order will be refunded minus the original shipping fee, as DPD charges us for return postage.

International Orders & Customs Policy

For international orders, customs duties, taxes, and import fees are the responsibility of the recipient and are not included in the product or shipping price.

International delivery times are estimates only and may be affected by customs clearance processes, which are beyond our control. We cannot be held responsible for delays caused by customs authorities.

If an international order is returned to us due to unpaid customs charges, refusal of delivery, or an incorrect address provided by the customer, shipping costs are non-refundable.