Returns Policy

At Survive Scouts, your satisfaction is our priority. If you’re not entirely satisfied with your purchase, we’re here to help.

Scope and Intent

This Returns Policy applies to all purchases made through the Survive Scouts website.

Eligibility for Returns

We offer a 14-day returns policy, which means you have 14 days from receiving your item to request a return. To be eligible for a return, your item must be:

  • Unused
  • In the same condition that you received it
  • In its original packaging

Non-returnable Items

  • Gift cards

Simple Return Process

To initiate a return, please contact our customer service team at info@survivescouts.com with your order number and the reason for the return. We will provide you with a return authorization number and a return label, along with instructions on how to send the item back. Customers are responsible for return shipping costs unless the item is defective or not as described.

Specific Return Conditions

  • Change of Mind: You may return a product within 14 days if it is unused, undamaged, and in its original packaging.
  • Defective Goods: If you receive a defective product, contact customer service immediately. Survive Scouts will cover the return shipping costs and offer a replacement or a refund.
  • Damaged Goods: If the product arrives damaged, send photos of the damage within 48 hours of receipt. We will assess the situation and cover return shipping costs if necessary.
  • Incorrect Product Received: Contact us if you received the wrong product, and we will arrange return shipping and send the correct item.
  • Product Never Arrived: If your order does not arrive, contact us so we can investigate with the courier. If unresolved, we will offer a refund or a replacement.
  • Cancellation After Order: You can cancel your order before it ships. Once shipped, the return process must be followed.

Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us at info@survivescouts.com and send your item to our return address:
71-75 Shelton Street, London, WC2H 9JQ, United Kingdom.

Shipping

  • For Defective Products: Return shipping is free if the product is incorrect, damaged, or defective.
  • For Change of Mind: Return shipping costs are the customer’s responsibility if the product was purchased incorrectly or no longer wanted.

Depending on your location, the time it takes for an exchanged product to reach you may vary.

Contact Information

Opening Hours

  • Monday to Friday: 9:00 AM - 5:00 PM
  • Response Time: Customer service replies within 24 to 48 hours during working days.

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