Returns Policy

At Critical Situations, we take pride in offering high-quality products and excellent customer service. We understand that there might be instances when you need to return a purchase, and we are committed to ensuring a fair and compliant returns process. This policy outlines our guidelines for returns and complies with UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Eligibility for Returns:
Standard, non-customised, and non-bespoke products are eligible for returns. However, custom-made or bespoke orders cannot be returned unless they arrive damaged or defective.

2. Returns Period:
You have 14 calendar days from the date of receiving the product to initiate a return for eligible items. To be eligible, the item must be unused, in its original packaging, and in the same condition as when received.

3. How to Initiate a Return:
To initiate a return, please contact our customer support team within the 14-day period at info@criticalsituations.co.uk. They will guide you through the return process and provide you with the necessary instructions and a return shipping address.

4. Return Shipping and Costs:
For eligible returns, the customer is responsible for covering the return shipping and handling costs, except in cases of damaged or defective items. Please ensure the item is appropriately packaged to avoid damage during return transit.

5. Refund Process:
Once we receive the returned item, our team will inspect it to verify its eligibility for a refund. If the item meets the return criteria, we will process the refund within 14 days of receiving the item. Refunds will be issued using the original payment method, unless otherwise agreed upon.

6. Exclusions:
The following items are not eligible for returns:
   a. Custom-made or bespoke orders (unless damaged or defective).
   b. Items that are not in their original condition, damaged, used, or missing parts for reasons not due to our error.
   c. Products that have exceeded the 14-day return period.

7. Damaged or Defective Items:
If you receive a damaged or defective item, please contact us immediately within 48 hours of delivery. We will arrange for a replacement or issue a refund as per your preference, and return shipping will be covered by us.

8. Right to Cancel Orders:
Under the Consumer Contracts Regulations 2013, you have the right to cancel a standard order within 14 days of receiving the product, even if there is no fault. However, this right does not apply to custom-made or bespoke orders.

9. Statutory Rights:
This returns policy does not affect your statutory rights as a consumer, which include rights under the Consumer Rights Act 2015 and other applicable consumer protection laws.

10. Changes to the Policy:
We reserve the right to amend this returns policy at any time. Any changes will be posted on our website and will apply to any purchases made after the revised policy is published.

If you have any questions or require assistance with the returns process, please contact our customer support team.