Refund and Returns Policy

At SAR Store, we want you to be confident in your purchase. This policy explains your rights and how refunds and returns work when shopping with us online.

This policy applies in addition to your statutory rights under UK consumer law, which are not affected.

1. Change of Mind Returns (Online Orders)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item(s), for any reason.

Once you notify us of your decision to cancel, you then have a further 14 days to return the item(s).

Conditions for Change of Mind Returns

To be eligible for a return:

• Items must be unused, unworn and in their original condition.

• Items must be returned in their original packaging where possible.

• You must contact us before returning any item(s).

• The item must not be excluded under Section 5 of this policy.

Refunds for Change of Mind

If your return meets the above conditions:

• We will refund the cost of the returned item(s).

• We will refund the standard outbound delivery charge (where applicable under UK consumer law).

• Return postage costs are the responsibility of the customer.

• Refunds will be processed within 14 days of receiving the returned goods or evidence that they have been returned.

2. How to Start a Return

To arrange a return, please contact us before sending anything back.

Email: shop@sarstore.co.uk

Please include:

• Your order number

• The item(s) you wish to return

• The reason for the return

We will provide return instructions.

Please do not send items back without contacting us first.

Please note: Customised or made-to-order products cannot normally be cancelled once production has begun.

3. Faulty, Damaged or Incorrect Items

If your item is:

• Faulty

• Damaged in transit

• Not as described

• Incorrectly supplied by us

you are entitled to a repair, replacement or refund in accordance with your statutory rights under the Consumer Rights Act 2015.

Please contact us as soon as reasonably possible and include photographs where appropriate.

Where a fault is confirmed:

• We will cover reasonable return postage costs.

• We will repair or replace the item where possible.

• If a repair or replacement is not available or appropriate, we will provide a full refund.

For customised or made-to-order products, this applies where the product has a manufacturing fault or has been produced incorrectly from the information provided by the customer.

4. Exchanges

We only offer exchanges where an item is:

• Faulty

• Damaged

• Incorrectly supplied

If you require a different size, colour or product, please return the original item in accordance with our Change of Mind policy (where applicable) and place a new order.

5. Customised & Made-to-Order Products

Many of our products are manufactured, embroidered, printed or assembled specifically to your requirements.

These include (but are not limited to):

• Personalised badges

• Team name badges

• Call sign badges

• Custom clothing

• Custom embroidered products

• Custom printed products

• Bespoke equipment

• Any item made specifically to your requested specification

As these products are made to your individual requirements, they are exempt from cancellation and change-of-mind returns under the Consumer Contracts Regulations 2013.

Unless a product is faulty, not as described, or has been incorrectly manufactured by SAR Store, we cannot accept returns, exchanges or refunds for customised or made-to-order products.

6. Customer Responsibility for Custom Orders

When placing a customised order, it is the customer’s responsibility to ensure that all information provided is accurate before production begins.

This includes, but is not limited to:

• Names

• Team names

• Call signs

• Job titles/Roles

• Spelling

• Grammar

• Numbers

• Colours selected

• Sizes

• Artwork, logos or images supplied

• Any other requested personalisation

SAR Store manufactures customised products using the information supplied by the customer.

Errors or omissions provided during the ordering process do not constitute a manufacturing fault and are therefore not eligible for a refund, replacement or exchange.

While we may contact you if we identify an obvious issue, the final responsibility for checking and approving all personalisation rests with the customer.

Once production has commenced, changes or cancellations may not be possible.

Please also note that colours may vary slightly between digital screens and the finished product due to differences in display settings and manufacturing processes.

7. Sale Items

Sale items may be returned under the same Change of Mind conditions as standard products unless they are customised or made to order.

This does not affect your statutory rights if an item is faulty or not as described.

8. Refund Method

Refunds will be issued using the original payment method wherever possible.

Once processed, your bank or payment provider may take additional time to complete the transaction.

9. Late or Missing Refunds

If you have not received your refund:

• Check with your bank or payment provider.

• Contact your card issuer or PayPal.

• If you still require assistance, please contact us at shop@sarstore.co.uk.

10. Return Shipping

Change of Mind Returns

• Return postage costs are the responsibility of the customer.
• Original shipping charges are non-refundable except where required by law.
• We strongly recommend using a tracked and insured postal service, as we cannot accept responsibility for items lost in transit.

Faulty or Incorrect Items

Where a return is due to a suspected fault or an error on our part, the customer is responsible for the initial cost of returning the item to us.

Once the item has been inspected and the fault has been confirmed, we will repair or replace the item as appropriate and cover the cost of shipping the repaired or replacement item back to you.

If our inspection determines that the item is not faulty or that the issue is not covered under this policy (for example, normal wear and tear, accidental damage, misuse, or an error in the information supplied for a customised product), our standard returns policy will apply.

11. Wear, Tear & Operational Use

Many of the products we supply are intended for use in demanding outdoor, Search & Rescue, emergency services and operational environments.

Normal wear and tear resulting from regular use is not considered a manufacturing fault. This includes, but is not limited to:

• Cosmetic scratches, scuffs or marks
• Fading caused by sunlight, weather or washing
• General abrasion from operational use
• Damage caused by misuse, neglect or improper care
• Damage resulting from accidents or impact
• Damage caused by modifications or repairs carried out by anyone other than SAR Store
• Damage resulting from use outside the product’s intended purpose

We recommend inspecting your equipment regularly and following any care or maintenance instructions provided.

Nothing in this section affects your statutory rights. If a product develops a genuine manufacturing defect or fails due to faulty materials or workmanship, please contact us and we will assess the issue in accordance with this policy.

12. Contact Us

If you have any questions regarding this Refund and Returns Policy, please contact us:

SAR Store

📧 shop@sarstore.co.uk

We are always happy to help and will work with you to resolve any issues as quickly as possible.