Refund policy

Refund Policy

Last updated: 29 October 2026

This policy does not affect your statutory rights.

Changing your mind (Consumer Contracts Regulations 2013)

You can cancel your order for any reason within 14 days of the day you receive it (for multiple items delivered separately, from the day you receive the last item). Tell us via our contact page with your order number; a clear statement is enough, or you may use the model cancellation form below. You then have a further 14 days to send the goods back.

• Items should be returned unused and in their original condition. We may reduce your refund if an item has been handled more than needed to establish its nature, characteristics and functioning (as you could in a shop).
• Unless stated otherwise, you pay the cost of returning items for change-of-mind returns. We recommend a tracked service.
• We will refund the item price and the original delivery charge (up to the cost of our standard delivery option) within 14 days of receiving the goods back or proof that you have sent them, whichever is sooner, to your original payment method.

Items that cannot be returned for change of mind

For health protection and hygiene reasons, the following cannot be returned once unsealed after delivery, unless faulty: sealed hygiene items, opened food, and opened first aid consumables. Perishable goods and items made to your specification are also excluded where the law allows.

Faulty or not as described (Consumer Rights Act 2015)

Goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery you can reject a faulty item for a full refund.
• After 30 days, we will offer a repair or replacement. If that is not possible or does not fix the problem, you are entitled to a refund, which may be reduced to reflect use if more than six months have passed since delivery.
• We cover reasonable return postage for faulty, damaged or incorrect items.

Please contact us as soon as you can, with your order number and a photo of the problem, so we can help quickly.

How to return

Get in touch via our contact page with your order number and we'll send you return instructions. Please do not send items back without contacting us first so we can process your return promptly.

Model cancellation form

To The Survival Shop, Monkton, Prestwick, KA9 1UP (or via our contact page): I hereby give notice that I cancel my contract of sale of the following goods: [items], ordered on [date] / received on [date]. Name: [ ]. Address: [ ]. Date: [ ].